Financial Services Specialist (Sitting in Call Center)

About the role

This is a 6-month temporary position located in Teaneck, NJ. Candidates will be onsite 5 days a week.

Responsibilities

• Handle customer phone and email inquiries related to invoices, account balances, online payments, autopay, payment status, and payment portal questions.
• Assist customers with basic navigation of the MyIWS payment tool and provide guidance on online invoice payment and autopay enrollment.
• Support customers through the transition from BillTrust to the integrated MyIWS payment solution by clearly explaining process changes and available payment options.
• Quickly identify customer billing or payment concerns and work toward a timely resolution or escalation.
• Collaborate with Financial Services, Customer Experience, Billing, Credit, Sales, and Operations teams to resolve customer questions and deliver on customer commitments.
• Accurately process customer requests, payment-related updates, account notes, and follow-up items in applicable systems.
• Document all customer interactions, actions taken, follow-up items, and resolutions in a timely and accurate manner.
• Manage challenging customer situations with professionalism, patience, and a focus on purposeful remedy.
• Raise recurring customer questions, adoption barriers, technical issues, or process concerns to the appropriate internal team or supervisor.
• Provide support for billing review, accounts receivable follow-up, payment reconciliation, credit hold questions, and related financial service activities as assigned.
• Adapt to process changes, training updates, and phased rollout requirements as IWS continues to expand digital payment capabilities.

Requirements

• Minimum of 1-3 years of experience in a customer-facing role, preferably in a call center, billing, accounts receivable, collections, payment processing, or financial customer support environment.
• College degree a plus.
• Strong customer service skills with the ability to explain invoice, billing, payment, account balance, and payment portal information clearly and professionally.
• Comfortable assisting customers with technology adoption, basic portal navigation, online payments, and autopay setup.
• Impeccable communication skills, both written and verbal.
• Strong organizational and time management skills, with the ability to prioritize multiple assignments, meet deadlines, and follow through with minimal supervision.
• Strong attention to detail and the ability to document customer interactions and payment-related information accurately.
• Strong computer and technical skills, including MS Teams, Outlook, Excel, Word, and customer service, billing, CRM, or payment systems.
• Experience with Stripe, BillTrust, MyIWS, CS360, Tower, or similar payment, billing, or customer experience platforms preferred.
• Ability to provide superior customer service through active listening, patience, empathy, and purposeful remedy.
• Ability to be agile and work in an evolving environment with changing processes, timelines, and customer needs.
• Fluency in English.

Pay

Competitive hourly rate.