Bill Pay Specialist

Overview

This work-from-home role supports accurate and timely bill payment processing. Responsibilities include executing payments, handling customer interactions, and using internal systems and processes to maintain smooth financial operations.

Responsibilities

• Process payments through online portals and Interactive Voice Response (IVR) systems
• Handle inbound and outbound calls using a soft-phone application
• Build rapport with customers and resolve payment-related issues
• Use Client Relationship Management (CRM) tools to manage daily workload and maintain accurate records
• Navigate websites and search engines to collect payment contact information
• Retrieve and analyze payment data from CRM and payment systems
• Review and support bill payment tasks using Excel
• Submit product and development tickets for technical issues
• Troubleshoot declining payments and escalate when necessary
• Understand and resolve invoice discrepancies
• Follow call handling procedures and telephone etiquette
• Manage payment cases and update CRM with accurate notes and outcomes
• Communicate with client Accounts Payable teams using email templates
• Handle the team email queue with proper case management procedures

Requirements

• Excellent verbal, written, and interpersonal communication skills with a focus on quality service delivery
• Intermediate proficiency with PC software (MS Office applications, internet, and web-based applications)
• Strong attention to detail and accuracy in data entry and case management
• Accountability and time management to meet deadlines independently
• Strong collaboration skills and eagerness to contribute to a positive team dynamic
• Ability to quickly learn new skills and apply them effectively in a fast-paced environment
• Coachability and willingness to improve through feedback

Preferred Qualifications

• Experience with CRM systems, Excel, and online payment platforms
• Familiarity with IVR systems and customer service best practices
• Prior experience in a Payments Processing or Financial Operations role

Compensation & Benefits

• Expected hourly pay rate for this full-time role: $20–$21/hour, plus eligibility for the annual discretionary bonus program
• Compensation package is based on factors including relevant professional experience and qualifications (certifications, training, and educational achievements), geographic location, and organizational requirements

Benefits for full-time team members include:

• Generous annual paid time off program that increases with tenure
• Eight paid holidays plus three personal holidays
• Annual paid day off to volunteer
• Paid maternity, paternal/secondary caregiver, and adoptive parent leave
• Company-paid life and disability insurance
• 401k program with a company match
• Medical insurance plan options including a traditional PPO and High Deductible Health Plan options with a company HSA contribution
• Dental plan, including orthodontia coverage
• Vision plan, including discount for LASIK surgery
• Medical, dental, and vision insurance available from the first of the month following your start date (no extended waiting period)
• No-cost Employee Assistance Program (24/7 access to confidential counseling services and additional support)

Location

Work-from-home opportunity with hiring markets in:

• Omaha, Nebraska
• Des Moines, Iowa
• Cedar Rapids, Iowa

Candidates must be within commutable distance to one of these hiring markets, as in-person training and team-building events may occur from time to time.