Customer Success Specialist I
About The Position
This role is responsible for responding to customer requests for reporting, working with the accounting department to answer billing questions and provide reports, and collaborating with the Finovera team on troubleshooting escalations. The specialist will identify supported billers, determine if new billers should be added based on success and MFA rates, and work with the Banking & Fintech DEV team to enable ebills and/or AutoPay on Paymentus. If a biller is not supported, the specialist will work to add the URL through a Finovera ticket, search for an immutable ID, and enable it on the Paymentus side. This role also involves providing final approval for merging or deleting providers, communicating changes to clients, and notifying customers of mass connectivity issues with providers. Additionally, the specialist will communicate upcoming maintenance and scheduled downtime, monitor and evaluate biller performance, and provide recommendations on disabling them for ebills/autopay. They will monitor and respond to inquiries via service@finovera and partnersupport@finovera, notify end users of payment failures within 24 hours, and provide updates to the support team on PCS/FCS tickets.
Requirements
- Good organizational skills, knowledgeable in goal-setting practices
- Excellent verbal, written and interpersonal communication skills
- Outstanding client service skills and dedication to providing exceptional client care
- Exceptional listening and analytical skills
Nice To Haves
- Bachelor Degree a plus
Responsibilities
- Responds to Customer requests for reporting.
- Work with Accounting to answer inbound customer billing questions/provide billing reports.
- Works with Finovera team on any troubleshooting escalations.
- Identify if billers requested are supported by Finovera.
- Determine if biller should be added based on success & MFA rates and if so, work with Banking & Fintech DEV to enable for ebills and/or AutoPay on Paymentus.
- If Finovera doesn’t support biller being requested, work to add URL through Finovera ticket, search for immutable ID, and enable on Paymentus side.
- Provides final approval for the merging or deletion of a provider.
- Responsible for client communication on any changes.
- Responsible for Customer Notification and Updates on mass connectivity issues with a provider.
- Responsible for Customer Communication on upcoming maintenance and scheduled down time in Prod/Sandbox.
- Responsible for monitoring and evaluating performance of billlers and providing a recommendation on disabling for ebills/autopay.
- Monitor and respond to service@finovera and partnersupport@finovera inquiries.
- Notify end users of payment failures that also failed with Finovera DEV retries within 24 hours.
- Provide updates for support team on PCS /FCS tickets
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
501-1,000 employees
