Customer Advocate I

Summary/Objective

The Payment Processing Associate I is responsible for accurately and timely processing customer payments and related account transactions. This role reviews payment information, applies funds to the appropriate accounts, researches and resolves routine posting exceptions, and maintains complete supporting documentation in accordance with company procedures and applicable controls. The ideal candidate demonstrates strong attention to detail, sound judgment, dependability, and a commitment to delivering consistent service to internal and external customers.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Processes customer payments and related transactions accurately, completely, and within established service-level expectations. 
• Reviews payment details and applies funds to the correct customer account, transaction type, and effective date.
• Researches and resolves routine payment exceptions, including incomplete information, unmatched funds, returned payments, reversals, and posting discrepancies.
• Balances assigned payment activity and reconciled transaction totals to source documentation, system records, and control reports.
• Maintains accurate records and supporting documentation for processed transactions, corrections, and exception resolution.
• Escalates unresolved discrepancies, unusual activity, or potential control concerns to the appropriate leader in a timely manner.
• Follows established procedures, quality standards, security requirements, and applicable regulatory and company controls when handling payment information.
• Communicates professionally with teammates and cross-functional partners to obtain information and resolve payment-related issues.
• Meets established productivity, accuracy, attendance, and quality expectations and seeks feedback to improve performance.
• Supports team coverage during planned and unplanned absences and assists with other payment processing activities as business needs require.
• Completes all required company and job-specific training by assigned due dates.
• Performs other duties as assigned.

Qualifications 

• High school diploma or equivalent preferred. 
• Ability to learn and consistently follow assigned payment processing procedures and internal controls.
• Strong attention to detail with the ability to enter, review, and verify transaction information accurately.
• Basic mathematical, balancing, and reconciliation skills.
• Ability to research routine discrepancies, identify potential causes, and determine when escalation is required.
• Ability to prioritize and manage multiple responsibilities in a fast-paced, deadline-driven environment.
• Clear, concise, and professional written and verbal communication skills.
• Ability to work independently on routine assignments and collaborate effectively with teammates and cross-functional partners.
• Dependable attendance and willingness to support team coverage and changing business priorities.
• Commitment to confidentiality, data security, and accurate handling of customer and payment information.
• Proficiency with Microsoft Outlook, Word, and Excel, along with the ability to navigate multiple systems and internet-based applications, is preferred.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment and Physical Demands 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Position Type/Expected Hours of Work

This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed.

Travel

This position will not require travel.