CUSTOMER CARE REPRESENTATIVE

Job Title: Customer Care Representative

Job Type: (Remote)

Job Summary

The Customer Care Representative Billing & Payments Support is responsible for assisting customers with billing inquiries payment processing account balances invoices refunds and payment-related issues. This position provides accurate financial information investigates billing discrepancies processes authorized transactions and ensures customers receive timely and professional assistance while following company policies and payment-security requirements.

Key Responsibilities

• Respond to customer inquiries regarding invoices bills account balances payment due dates and payment methods.

• Explain billing charges fees credits discounts adjustments and payment terms clearly to customers.

• Review customer accounts and transaction histories to investigate billing questions and discrepancies.

• Process authorized customer payments through approved payment systems and channels.

• Assist customers with payment methods payment arrangements recurring payments and account updates where applicable.

• Verify customer identity and account information before discussing or processing sensitive billing and payment information.

• Investigate failed declined duplicate missing or incorrectly applied payments.

• Assist with payment reversals refunds credits and billing adjustments according to company policies.

• Process or coordinate approved refunds and payment corrections.

• Provide customers with invoices receipts statements payment confirmations and other billing documentation.

• Explain account balances and payment histories accurately and professionally.

• Maintain accurate customer billing and payment records in CRM billing and account-management systems.

• Create and manage billing-related support tickets and cases.

• Document customer inquiries payment transactions billing issues actions taken and resolutions.

• Coordinate with Accounts Receivable Finance Billing Sales and other departments to resolve complex billing issues.

• Escalate disputed charges unusual transactions account discrepancies or policy exceptions to the appropriate team.

• Follow up with customers regarding outstanding billing cases payment issues and pending adjustments.

• Assist customers with updating payment methods and billing information in accordance with security procedures.

• Monitor recurring payment or subscription issues and communicate recurring problems to management.

• Protect customer payment information and comply with applicable privacy and payment-security requirements.

• Follow established procedures for handling sensitive financial and payment information.

• Meet established customer satisfaction accuracy response-time productivity and service-level targets.

• Participate in billing and payment system training quality assurance reviews and process improvement initiatives.

• Identify opportunities to improve billing communication payment processes and the overall customer experience.

Qualifications

• High school diploma or equivalent required.

• Associate or bachelors degree in Accounting Finance Business Administration or a related field preferred.

• 13 years of experience in customer service billing support accounts receivable payment processing or a related role.

• Basic understanding of billing payments invoices and account reconciliation.

• Strong numerical and analytical skills.

• Excellent verbal and written communication skills.

• Strong attention to detail and data-entry accuracy.

• Ability to handle sensitive financial information confidentially.

• Strong problem-solving and conflict-resolution skills.

• Ability to remain professional and patient when handling billing disputes or customer complaints.

• Experience with CRM billing payment or customer account systems preferred.

Preferred Qualifications

• Experience with billing and payment platforms or ERP systems.

• Experience with Salesforce Zendesk ServiceNow Oracle SAP NetSuite or similar systems.

• Knowledge of credit card ACH electronic payment direct debit or digital payment processes.

• Experience with recurring billing or subscription-based payments.

• Knowledge of PCI DSS and payment-security practices.

• Experience handling refunds chargebacks payment disputes and account adjustments.

• Basic knowledge of accounts receivable and general ledger processes.

• Experience working in a high-volume billing or customer care environment.

• Bilingual or multilingual communication skills where required.

Key Skills

• Billing & Payments Support

• Customer Care

• Invoice & Statement Support

• Payment Processing

• Account Balance Inquiries

• Billing Dispute Resolution

• Refunds & Credits

• Payment Reconciliation

• Payment Method Support

• Recurring Payments

• Account Management

• Customer Account Research

• CRM / Billing Systems

• Data Entry & Validation

• Financial Data Accuracy

• Issue Resolution

• Escalation Management

• Payment Security

• Customer Communication

• Case Management

Core Competencies

• Billing Accuracy: Ability to accurately review and explain invoices charges credits payments and account balances.

• Payment Support: Ability to assist customers with payment processing payment methods failed transactions refunds and payment-related questions.

• Financial Attention to Detail: Ability to identify discrepancies and ensure customer financial information is accurately recorded.

• Customer Service: Ability to handle billing concerns with patience professionalism and empathy.

• Problem Solving: Ability to investigate billing and payment issues and coordinate appropriate resolutions.

• Communication: Ability to explain financial and billing information clearly to customers without unnecessary technical or accounting terminology.

• Security Awareness: Ability to protect sensitive payment and customer information and follow required security procedures.

• Documentation: Ability to maintain complete and accurate records of billing inquiries transactions adjustments and resolutions.

• Escalation Management: Ability to recognize complex disputes or exceptions and route them to the appropriate Finance Billing or management team.