Healthcare Client Account Representative

PowerPay • Upper Merion Township, PA

1d

About The Position

The Healthcare Client Account Representative is crucial in delivering top-notch customer service to our healthcare lending merchants and borrowers. They will ensure a smooth and timely experience by monitoring and resolving daily application and loan needs and issues, providing exceptional client assistance, and collaborating with HealthCare account managers and cross-functional teams within PowerPay. This role requires a deep understanding of PowerPay’s loan processes and systems and excellent communication skills. The ability to thrive in a fast-paced environment and consistently deliver outstanding merchant and borrower support is vital. A proven track record in customer service and proficiency in relevant software applications are also required to fulfill this position's responsibilities effectively.

Requirements

• Strong customer service and interpersonal skills for dealing with different types of customers, clients, and business outcomes.
• Understanding of loan processes, terminology, and documentation.
• Excellent communication and interpersonal skills, and build rapport and trust with clients.
• Proficiency in troubleshooting and problem-solving, with strong analytical thinking and attention to detail.
• Ability to work effectively under pressure and meet deadlines in a fast-paced HC lending environment.
• Experience and proficiency with Vision, P4, Hubspot, and other relevant applications.
• Adapting to changing priorities and working independently and as a team member.
• Understanding healthcare consumer behaviors, industry trends, working knowledge, proficiency, and training experience with Vision Platform.
• Desire to work hard and enjoy a challenge

Responsibilities

• Independently monitor the Healthcare loan dashboard in Vision, identify any application issues regarding credit freezes and fraud alerts, and contact merchants/borrowers to resolve them.
• Vision backend and frontend use and monitoring, along with HubSpot/Vision ticket monitoring, resolution, and notification to Healthcare Account Managers, if necessary.
• Serve as the primary point of contact for clients facing healthcare applications and loan issues, and support Healthcare Account Managers in managing merchant relationships.
• Deliver exceptional customer service by responding promptly to client inquiries via phone, email, or other communication channels.
• Provide accurate and detailed information regarding loan processes, terms, and conditions.
• Ensure that clients receive professional and courteous assistance throughout their loan journey.
• Work closely with the healthcare sales team to understand merchants' business and needs, loan products by vertical and PowerPay Healthcare value proposition, and sales strategies.
• Provide feedback and suggestions to improve Healthcare merchant support and processes, customer experience, and team communication.
• Maintain accurate and up-to-date records of all client interactions, inquiries, and resolutions in HubSpot and Vision.
• Prepare and provide feedback and reports on common loan issues, trends, and feedback to identify areas for improvement and streamline processes.
• Analyze problems, gather relevant information, and provide prompt and practical solutions.
• Collaborate with the internal Healthcare Sales Team, FinOps, Audit, and loan processors to address and resolve HC application and loan issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed