Job Description
POSITION SUMMARY The Payments Coordinator at Optima Tax Relief, LLC ("Optima") reports to the Payments Coordinator Team Lead. This position confirms documentation, invoices, and payment information are accurate for each member for the Optima Protection Plan (OPP). This role processes payments and moves members to the appropriate step in the program. This position involves assisting members with payments in the billing department Call Center. Responsibilities include providing helpful and engaging communication, addressing questions, resolving issues, and collaborating with various teams to address member concerns. Additionally, the role requires upholding Optima's culture and Core Values to deliver an excellent customer experience
ESSENTIAL DUTIES & RESPONSIBILITIES The essential functions include, but are not limited to the following: - Handle inbound and outbound telephone calls to members in response to member inquiries relating to member service payment structure, method, invoices, declined payments, holds, and cancellations.
- Schedule payments for Optima investigation and resolution services invoices.
- Continuous telephone and electronic communication with members regarding declined or returned payments.
- Process and track member payments and third-party financing payments.
- Communicate with internal Optima Tax Associates regarding member payment information, payment schedules and amounts, payment authorization signature issues, and payment changes.
- Review member Investigation-Phase files to ensure complete and accurate information on all member payment authorization documents, including payment amount and schedule information.
- Review member Resolution-Phase files to confirm complete and accurate information on all member service agreements, payment amounts and schedules, application of appropriate member discounts, and verify payment and amounts and schedules.
- Communicate with third-party financing group to resolve member payment and documents issues.
- Draft and maintain internal reports regarding declined payments history.
- Follow company protocols to ensure the highest level of security to protect the member Personal Identifiable Information (PII).
- Other duties as assigned.
In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.
EDUCATION AND EXPERIENCE REQUIREMENTS - High school diploma or equivalent education required
- No formal education is required
- 2 plus years of experience in accounting, tax, or finance is preferred
- Knowledge of billing and collections
KNOWLEDGE, SKILLS,& ABILITIES - Customer Service professional with ability to build relationships.
- Strong ability to multi-task.
- Excellent organizational, time-management, written, and communication skills.
- Meticulous attention to detail and high sense of accountability.
- Self-starter, industrious, and motivated.
- Proficient and comfortable with office equipment (Computer skills - Microsoft Office, Outlook).
- Able to work in a fast-paced, high-energy environment.
- Strong work ethic and commitment to excellence.
- Team player.
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