Payments Operations Coordinator

About the role

Join tem as a Payments Specialist Contractor for a 3-month term. This role focuses on managing customer payment issues, from chasing invoices to setting up payment plans, while also identifying and documenting process gaps. You will provide critical insights to help shape the future permanent version of this role.

Key facts

What you'll do

• Manage incoming payment inquiries promptly and consistently.
• Proactively contact customers via email and phone regarding overdue payments or payment arrangements.
• Establish payment plans for customers facing financial hardship and clearly explain consequences for non-payment.
• Execute manual tasks that support the broader payments process.
• Independently analyze current payment operations, identify inefficiencies, and propose improvements.
• Respond to payment inbox tickets, aiming for a sub-1-hour initial response time.
• Use various internal systems to understand customer account history before engaging.
• Perform accurate and timely manual data entry and process tasks.
• Utilize AI tools to enhance efficiency without compromising quality.
• Document current payment workflows, pinpointing manual efforts, gaps, and recurring issues.
• Report friction points, inefficiencies, or repeated problems to the permanent team.
• Suggest and implement solutions for recurring situations where appropriate.
• Provide feedback to the hiring team to inform decisions about making this a permanent role.

Requirements

• Background in the energy industry.
• Experience in debt collection, sales, complaints, or as an escalation point in energy customer service.
• Practical experience with CRM systems like Zendesk, Intercom, or Kolleno.
• Ability to navigate multiple systems and collaborate across teams to achieve customer outcomes.
• Resilience in handling frequent challenging conversations while maintaining service quality.
• A genuine commitment to assisting customers with payment difficulties, balancing customer advocacy with business needs.
• Self-motivated, taking initiative to develop skills and contribute across different areas to meet business needs.

Nice to have

• A focus on operational excellence, suggesting preventative measures rather than just solving immediate problems.
• Comfort with using AI tools to improve work speed and effectiveness.

Skills & tools

• Zendesk
• Intercom
• Kolleno
• AI tools

Practical notes

• This is a fully remote position with flexible working hours and no internal meetings on Friday afternoons.
• The typical interview process takes 2 to 3 weeks and includes an intro call with Talent, a hiring manager interview, a skills interview with a practical exercise, and a culture add interview.