Customer Success Specialist I
About The Position
The Customer Success Specialist I is responsible for managing customer requests, collaborating with internal teams, and ensuring the smooth operation of billing and payment systems. This role involves troubleshooting escalations, identifying supported billers, and working with development teams to enable new biller integrations. The specialist will also be responsible for client communication regarding system changes, maintenance, and performance evaluations of billers. Additionally, they will monitor and respond to support inquiries and notify users of payment failures.
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
- Respond to customer requests for reporting.
- Work with Accounting to answer customer billing questions and provide billing reports.
- Collaborate with the Finovera team on troubleshooting escalations.
- Identify if requested billers are supported by Finovera.
- Determine if a biller should be added based on success and MFA rates, and work with Banking & Fintech DEV to enable them for ebills and/or AutoPay on Paymentus.
- If Finovera does not support a requested biller, work to add the URL through a Finovera ticket, search for an immutable ID, and enable it on the Paymentus side.
- Provide 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 downtime in Prod/Sandbox.
- Monitor and evaluate the performance of billers and provide recommendations on disabling them 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 the support team on PCS /FCS tickets.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
501-1,000 employees
