CUSTOMER SERVICE REPRESENTATIVE

Job Details

Job Location

Flex CA Office - Santa Ana, CA

Position Type

Full Time

Salary Range

18.00 - $18.00 Hourly

Description

POSITION SUMMARY The Payments Coordinator at Optima Tax Relief, LLC (Optima) reports to the Payments Coordinator Team Lead. This position confirms documentation, invoices, and payment information are accurate for each client for the Optima Protection Plan (OPP). This role processes payments and moves clients to the appropriate step in the program. This position involves assisting clients with payments in the billing department Call Center. Responsibilities include providing helpful and engaging communication, addressing questions, resolving issues, and collaborating with various teams to address client concerns. Additionally, the role requires upholding Optima's culture and Core Values to deliver an excellent customer experience ESSENTIAL DUTIES & RESPONSIBILITIES

The essential functions include, but are not limited to the following :

• Handle inbound and outbound telephone calls to clients in response to client inquiries relating to client service payment structure, method, invoices, declined payments, holds, and cancellations.
• Schedule payments for Optima investigation and resolution services invoices.
• Continuous telephone and electronic communication with clients regarding declined or returned payments.
• Process and track client payments and third-party financing payments.
• Communicate with internal Optima Tax Associates regarding client payment information, payment schedules and amounts, payment authorization signature issues, and payment changes.
• Review client Investigation-Phase files to ensure complete and accurate information on all client payment authorization documents, including payment amount and schedule information.
• Review client Resolution-Phase files to confirm complete and accurate information on all client service agreements, payment amounts and schedules, application of appropriate client discounts, and verify payment and amounts and schedules.
• Communicate with third-party financing group to resolve client payment and documents issues.
• Draft and maintain internal reports regarding declined payments history.
• Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information (PII).
• Other duties as assigned.

In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential / initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.

Qualifications

EDUCATION AND EXPERIENCE REQUIREMENTS High school diploma or equivalent education requiredNo formal education is required2 plus years of experience in accounting, tax, or finance is preferredKnowledge of billing and collections KNOWLEDGE, SKILLS,& ABILITIES Customer Service professional with ability to build relationships.Strong ability to multi-task.Excellent organizational, time-management, written, and communication skills.Meticulous attention to detail and high sense of accountability.Self-starter, industrious, and motivated.Proficient and comfortable with office equipment (Computer skills - Microsoft Office, Outlook).Able to work in a fast-paced, high-energy environment.Strong work ethic and commitment to excellence.Team player.