BillGO is looking for a motivated team player with a passion for excellent client service to join the Back-Office Operations Support team. In this role, you'll be responsible for delivering operational excellence for our BillPay clients and Prism users. This includes investigating payment inquiries, escalating issues identified to internal teams as needed, and working with external payment partners to solve client issues. Key factors for this position are not only exceptional communication skills and technical aptitude, but also being a strong problem solver, continuous learner, and great collaborator. The ideal candidate will have experienced working in a fast-paced, transactionally driven environment.

• Monitor and support the client support ticketing queues to ensure timely response and resolution of inbound support tickets
• Respond to email, phone, and in-app support requests to Full Bill Pay clients and BillGO Prism users.
• Escalate client issues to internal teams and external partners, if needed for resolution as appropriate.
• Provide transactional support related to bills and payments, including troubleshooting as needed.
• Collaborate with other Client Support and Operations teams to ensure a consistent and high-quality level of support.
• Constantly communicate cross-teams to ensure proper procedure meets satisfying resolution.
• Answer general "how-to" questions about all products and features.
• Act as an advocate for our clients, reporting and acting on observed areas for improvement.
• Be responsible for developing detailed knowledge about specific products, issues, and features.
• Respond to typical inbound account questions (payment confirmation, online billing, connecting services, reconcilement questions, payment returns etc.).
• Review and investigate client research requests.
• Additional responsibilities may be added as needed.

Requirements:

• 3+ years financial/payment experience, in a chat, email, ticket or phone support capacity.
• Excellent verbal and written communication skills.
• Strong attention to detail and an eye for investigation.
• Ability to navigate in a fast-paced work environment and deal with ambiguity.
• Can work alongside a team, whether in person or remote office; and can work autonomously with limited direction.
• Ability to identify opportunities to improve processes and tools.
• Proficiency in MS Office, with an emphasis on Excel and reporting skills.
• Experience with taking ownership and driving resolution on escalated client issues.
• Friendly, patient, and professional demeanor.
• Helpful personality with a strong sense of empathy and positivity.

What will make you stand out:

• Experience working with helpdesk CRM tools (i.e., Sales Force, Zendesk, Jira, CRM, and Service Desk).
• Ability to take a complex subject and simplify with ease.
• Comfortable interacting at all levels within an organization.
• Proactive mindset with a strong inclination for action.
• Can multi-task and prioritize work properly and efficiently.
• Confidence to question problems and propose solutions.
• Takes ownership for decisions made and owns the process end to end.

Base compensation for this role ranges from 40k - 50k base plus quarterly incentive + options. Range varies depending on experience.