Financial Services Specialist (Sitting in Call Center)

• 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.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.