Customer Payment Support Specialist

As a Customer Payment Support Specialist, you will serve as a front-line resource for customers who have questions, concerns or issues related to payments, billing, and account reconciliation. You will ensure timely and accurate payment handling, respond to customer inquiries via phone, email and chat, investigate discrepancies and work closely with internal teams (billing, collections, finance) to provide a seamless customer experience. Your role supports both operational accuracy and customer satisfaction by maintaining best practices in payment processing, documentation, and compliance with relevant policies.

Key Responsibilities

Respond to incoming customer inquiries (phone, email, chat) regarding payments, billing, refund status, account balances, payment methods, and disputes.

Accurately post, apply and reconcile payments to customer accounts in the companys systems.

Investigate and resolve payment discrepancies, missed payments, unapplied cash, and billing issues.

Work with customers to understand their payment concerns and provide clear explanations of payment terms, methods, schedules and policies.

Escalate complex issues (fraudulent payments, chargebacks, etc.) to senior payment support or finance teams with complete documentation.

Monitor and maintain payment transaction records, ensure compliance with internal controls, audit trails, regulatory and company policy requirements.

Provide feedback and recommendations for process improvements in payment workflows, customer communication and system enhancements.

Collaborate with cross-functional departments (Accounts Receivable, Collections, IT, Customer Service) to resolve payment-related issues quickly.

Meet performance and service quality metrics (e.g., accuracy, timeliness, customer satisfaction, first-contact resolution).

Participate in training, maintain up-to-date knowledge of payment technologies, methods and regulatory requirements (e.g., PCI, ACH rules).

Qualifications & Skills

High school diploma or equivalent required; Associates degree or relevant college coursework preferred.

3 years of experience in customer service, billing, payment processing or financial services preferred.

Strong verbal and written communication skills; ability to explain payment issues clearly and professionally.

Excellent attention to detail, strong analytical and problem-solving skills to investigate discrepancies and resolve issues.

Proficiency with Microsoft Office (Excel, Outlook) and comfort working with payment or billing systems; ability to learn new software quickly.

Ability to work independently and as part of a team in a fast-paced environment, prioritize tasks and meet deadlines.

Customer-centric mindsetempathetic, patient, and service-oriented.

Understanding of payment methods (e.g., credit-debit cards, e-wallets, bank transfers, ACH) and willingness to learn applicable regulations.

Comfortable handling confidential information and following compliance standards.