Customer Support

• Facilitate the execution of TreviPay's Standard Operating Procedures (SOP) to support B2B collection efforts. Call-first mindset
• Record all customer interaction details, comments, and complaints within the CRM system
• Provide an elite customer experience in all interactions via phone, email and meeting, with both internal and external stakeholders
• Answer incoming phone calls, make outbound calls, and successfully respond to customer inquiries within expected quality and timeliness measures (based on HEAR training).
• Meet/exceed departmental KPI's (past-due rate, 60+% and others as specified)
• Demonstrate the ability to meet/exceed both quality and productivity performance expectations
• Respond to requests for information, such as payment history and open invoice requests, and navigate core systems as needed
• Demonstrate the ability to solve for root cause, helping to set customers up for future success
• Manage relationships with large, strategically significant customers requiring frequent contact and a strong partnership
• Demonstrate proficiency in solving complex problems by both identifying root cause and independently taking steps to resolve the issue and prevent future occurrences
• Perform adhoc account reconciliations to help determine if payment application or large-scale reconciliation is necessary
• Provide customers/clients with guidance on how to streamline their processes for operational efficiency
• Facilitate/lead conference calls with stakeholders as needed
• Participate in projects designed to improve organisation processes or improve efficiencies
• Provide feedback and collaborate with other team members to improve training and documentation for processes and procedures
• Available to pivot to both other programs, teams, and markets as needed, including liaison with external customer support agencies (e.g. WNS) and nominated internal liaisons

Accounts Receivable and Support Specialist II

Customer Support Associate

Customer Service Representative

Customer Care Specialist

Senior Manager, Customer Service Design – Solutions