Payment Modification Specialist

Payment Modification Specialist

What We Need

Copay is currently looking to hire a Payment Modification Specialist within our Corporate Payments division and is located in Brentwood, TN. In this role, you will be responsible for the accurate and timely resolution of payment errors from unprocessed payments and needed reissues/refunds. This position requires a strong detail-orientation, exceptional organization skills and focus on accuracy. The Payment Modification Specialist must be able to interpret requests from numerous teams, customers and vendors, clearly communicate problem/resolution status to ensure satisfaction and determine where payment problems stem to reduce future incidents. You will report directly to the Payment Modification Manager and regularly collaborate with other teams and departments.

How We Work

As a Payment Modification Specialist, you will be expected to work in a hybrid environment. Copay will set you up for success by providing:

• Assigned workspace in Brentwood, TN
• Company-issued equipment remote access
• Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

• Responsible for accurate, timely payment modifications as requested by our customers and vendors or because of incorrect payment instructions
• Meeting strict adherence to payment modification processes, compliance procedures, and service level agreements
• Monitoring payment alerts and resolving payment errors, working with customers and vendors as needed
  • Identifying root causes of payment errors and developing recommendations to prevent future issues
  • Working with our banking partner to quickly resolve ACH payment failures
  • Researching and providing resolutions to questions and issues in a timely fashion
• Partnering with Technical and Payment Support, Implementation, Finance, and Engineering teams to meet timelines and resolve problems resulting in unprocessed payments
• Providing customers and their suppliers with clear communication of status and any outstanding actions required to resolve open issues
• Reporting payment modification trends and identifying drivers of payment errors and reissue/refunds
  • Ensuring monthly, quarterly, and year-end payment reconciliations completed
  • Working with Finance to ensure supplier repayments are completed in a timely manner
  • Providing training to the Operations teams on payment errors and drivers of modifications
• Ensuring weekly transaction manually applied paid date tracking is accurate and current
• Proactively identifying ways to improve systems to further automate modifications and reduce resolution time
• Tracking interactions in our proprietary database; providing follow up communication with the customer and their suppliers defining any additional information required; ensuring all actions are closed in a timely manner
• Maintaining customer and supplier confidentiality
• Performing miscellaneous projects and duties as assigned

Qualifications & Skills

• College degree or equivalent experience in accounting and payments required. Higher education in business, accounting, or equivalent experience preferred.
• Minimum of three years of customer support experience (with payments preferred).
• Intermediate computer skills, and intermediate level of experience with Microsoft Word, Excel, and Outlook required. Knowledge of CRM or ticketing software preferred.
• Data Entry and Verification Ability to accurately record, verify, audit and follow-up on data within specified time frames. Ability to arrange actions within rules and procedures. All work done with extreme focus on detail.
• Critical Thinking and Persuasion Using logic and reasoning to recognize details of situations, identify solutions, conclusions or approaches to problems. Persuading others to change their minds or behavior or to try new approaches. The ability to apply general rules to specific problems to produce answers that make sense. The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Administrative Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records in a database, and other office procedures and terminology.
• Time and Task Management Managing one's own time and the time of others.
• Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others and maintaining them over time.
• Technology Knowledge of computer hardware and software, including applications and data driven tools. Ability to learn Nvoicepay's systems and software. Use of database products, CRM software (Salesforce), ticketing software (Zendesk), fax and phone systems.
• English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Understanding written sentences and paragraphs. Ability to speak clearly so others can understand you.
• Active Listening and Speaking Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Talking to others to convey information and procedures effectively.
• Service Orientation and Social Perceptiveness Actively looking for ways to help people while being aware of others' reactions and understanding why they react as they do.
• Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.
• People and Inclusion Always striving to drive our business forward by positive and direct communication, collaboration, respect, acceptance and professionalism. Understanding how to give and receive feedback, manage conflict positively and work productively with others to solve problems.

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Copay is an Equal Opportunity Employer. Copay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please visit the following links: EEO and Pay Transparency