Overview
The Payment Processing Specialist (PPS) is a pivotal role within the operation who receives and reviews invoices from childcare providers of the state, conducts data entry on the submitted information, and assesses the submission’s conformance to state policy. The PPS will ensure that the invoice and related data is complete before approving a payment. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, CRM applications and other resources. All transactions must be conducted accurately, courteously, and in a timely manner.
Key Tasks
- Perform data entry into the system on invoices received via mail, fax, or web
- Request additional information (e.g. attendance records) to substantiate invoice data as needed
- Perform system corrections on over-payments, under-payments, or other payment errors based on audit findings or customer inquiries
- Perform adjustments to provider records when providers submit changes, or their accounts require updates
- Perform research within other systems to resolve complex inquiries, such as identifying an invoice or provider status and any missing information associated with that invoice
- Make outbound calls as necessary based on business needs
- Document interactions using a provided Customer Relationship Management (CRM) system
- Maintain a high degree of quality with each transaction as measured by quality review audits
- Follow-up established escalation process for transactions requiring more investigation and/or a higher level of support
- Use frequently asked questions (FAQs) and knowledge articles to ensure all actions are formed consistently and in line with policy
- Maintain up-to-date knowledge of policies and procedures as applicable
- Adhere to published schedule according to attendance guidelines
- May be required to work some evenings, weekends, and holidays with advanced notice
- Perform other duties as assigned
Qualifications and Skills
Education:
- High school diploma or GED required
- Bachelor’s or Associate’s degree preferred
Experience:
- One-year document processing or payment processing experience preferred
Skills and Abilities
- Must be able to read and speak English clearly, professionally and fluently
- Excellent listening and human relations skills
- Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution
- Strong typing and writing abilities
- Ability to respond appropriately to changing situations
- Proven ability to work as a team member
SQN Systems, Corp. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.