Note: The job is a remote job and is open to candidates in USA. PowerPay is a financial technology company specializing in various vertical markets including healthcare. The Healthcare Client Account Representative plays a vital role in providing exceptional customer service to healthcare lending merchants and borrowers, ensuring timely resolution of application and loan issues while collaborating with account managers and cross-functional teams.
Responsibilities
- Independently monitor the Healthcare loan dashboard in Vision, identify any application issues regarding credit freezes and fraud alerts, and contact merchants/borrowers to resolve them
- Vision backend and frontend use and monitoring, along with HubSpot/Vision ticket monitoring, resolution, and notification to Healthcare Account Managers, if necessary
- Serve as the primary point of contact for clients facing healthcare applications and loan issues, and support Healthcare Account Managers in managing merchant relationships
- Deliver exceptional customer service by responding promptly to client inquiries via phone, email, or other communication channels. Provide accurate and detailed information regarding loan processes, terms, and conditions
- Ensure that clients receive professional and courteous assistance throughout their loan journey
- Work closely with the healthcare sales team to understand merchants' business and needs, loan products by vertical and PowerPay Healthcare value proposition, and sales strategies
- Provide feedback and suggestions to improve Healthcare merchant support and processes, customer experience, and team communication
- Maintain accurate and up-to-date records of all client interactions, inquiries, and resolutions in HubSpot and Vision. Prepare and provide feedback and reports on common loan issues, trends, and feedback to identify areas for improvement and streamline processes
- Analyze problems, gather relevant information, and provide prompt and practical solutions
- Collaborate with the internal Healthcare Sales Team, FinOps, Audit, and loan processors to address and resolve HC application and loan issues
Skills
- Strong customer service and interpersonal skills for dealing with different types of customers, clients, and business outcomes
- Understanding of loan processes, terminology, and documentation
- Excellent communication and interpersonal skills, and build rapport and trust with clients
- Proficiency in troubleshooting and problem-solving, with strong analytical thinking and attention to detail
- Ability to work effectively under pressure and meet deadlines in a fast-paced HC lending environment
- Experience and proficiency with Vision, P4, Hubspot, and other relevant applications
- Adapting to changing priorities and working independently and as a team member
- Understanding healthcare consumer behaviors, industry trends, working knowledge, proficiency, and training experience with Vision Platform
- Desire to work hard and enjoy a challenge
Company Overview