About InvoiceCloud:
InvoiceCloud, an EngageSmart solution, is a leading provider of online bill payment services. Founded in 2009, the company has grown to be one of the leading disruptors in the cloud-based electronic bill presentment and payment (EBPP) space, helping institutions put customer experience first. By switching to InvoiceCloud, clients can improve customer engagement, loyalty, and efficiency while reducing churn and missed payments in the process. With over 50 million payments processed annually, InvoiceCloud is one of the most secure, innovative, and inclusive fintech solutions in the market. To learn more, visit www.InvoiceCloud.com.

This role is office based.
As a Payer Support Specialist at InvoiceCloud, you will address service needs from payers for all our customers. In this role, you will use your passion for technology fueled business solutions to provide our customers with a world class experience.
We strive to provide unparalleled support for our customers. The Payer Support Specialist plays an integral role in achieving this. This role will provide you with tangible value in learning the Bill Presentment and Payment space. We consider our Payer Support team to be an incubator for Client Services and other areas of the organization. We are seeking entry level, customer focused individuals who are passionate about growing with our company.

What You'll Do
Understand the Invoice Cloud solutions well enough to have a discussion with Payers while assisting them
Be well versed on all Invoice Cloud products to be able to document or escalate issues to a biller.
Have a high-level understanding of how the technology for billers works. This allows the Customer Service Representative to understand issues, describe them and offer resolution to Payers via phone or email.

First 30 days

• Gain a complete understanding of the IC solutions
• Gain a complete understanding of the IC internal systems including the CRM, ITR's, Helpdesk.
• Attend training, review all material provided and complete quizzes administered.
• Sit with the Payer Support team to shadow them and learn from experience how to handle calls and emails.

First 60 days

• Be aware of tax billing cycles as well as utilities to handle calls according to business' natural spikes
• Start solving tickets from Payers – sent via email
• Start taking calls from Payer on the assigned schedule
• Document all calls in the ticketing system
• To have calls duration of 7 minutes (average) or less

First 90 Days and Beyond

• To be able to resolve payer calls (at least 90%) without supervisor assistance
• To solve all issues involving fees when amounts are < $500 without escalation
• To solve at least 90% of the calls with one touch
• To solve all tickets (closed) – average 6 hours
• To maintain a monthly average of 6 business hours for ticket resolution
• To maintain a monthly average for call duration equal or less than 6 minutes

What We Seek

• Customer driven, results oriented, focused
• Outstanding verbal, written, presentation and interpersonal skills are required with a great attention to detail
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Excellent time management, organizational and planning skills
• Experience using standard MS Office tools
• Recent college graduates are encouraged to apply!

Benefits
We offer a competitive benefits program including:

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match & employee stock purchase plan (ESPP)
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)

Invoice Cloud is an Equal Opportunity Employer.
Invoice Cloud provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact jobs@engagesmart.com.
To all recruitment agencies: Invoice Cloud does not accept agency resumes. Please do not forward resumes to our job's alias, employees, or any other organization location. Invoice Cloud is not responsible for any fees related to unsolicited resumes.

Job Type: Full-time

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