Payment Concierge Specialist

Payment Support Concierge Specialist (PSCS)

Job Summary

The Payment Support Concierge Specialist (PSCS) plays a key role in enhancing policy persistency and improving paid business results by engaging with policy owners who have missed initial or recurring payments.

This position focuses on educating members about payment issues, discussing payment solutions, collecting missed payments, and updating billing arrangements to ensure future success. The PSCS also identifies opportunities to connect interested members with sales teams for potential upselling.

The ideal candidate is knowledgeable in multiple payment methods (ACH, debit, credit) and works closely with credit unions, internal departments, and insurance carriers to maintain accurate billing and build strong member relationships.

Key Responsibilities

Member Engagement & Payment Collection

• Proactively contact policy owners regarding missed payments
• Clearly explain payment issues, available options, and timelines for resolution
• Collect missed payments and implement corrective steps to support successful future payments
• Transfer interested members to sales teams to explore additional products and upsell opportunities whenever possible

Billing & Documentation Management

• Protect PFP families by reviewing monthly billing setups for accuracy and continued policy coverage
• Collaborate with Payment Support Services (PSS) team members to adjust deductions, manage billing changes, and resolve discrepancies
• Update the CRM system with detailed conversation notes, payment updates, and other key information

Relationship Building & Professional Communication

• Build strong working relationships with credit union partners, insurance carriers, and internal staff
• Communicate professionally and promptly regarding billing inquiries, adjustments, and member-related concerns
• Facilitate open communication and effective problem-solving across teams

Tracking & Reporting

• Track outreach efforts, payments collected, and trends related to missed payments
• Maintain accurate documentation of all member interactions to support reporting and analysis
• Provide insights and feedback to improve payment support processes

Work Environment

This role may be based in a professional office setting or, if approved, from a secure home office. Standard office equipment such as computers, phones, printers, and filing systems will be used regularly.

Qualifications

Required Experience

• 2–5 years of experience in customer service, billing, banking, or related roles
• Hold an active Life & Health License

Preferred Experience

• Prior experience in training or coaching roles is a plus

Education Requirements

• High School Diploma required
• Associate’s or Bachelor’s degree preferred

Required Skills

• Proficiency in Microsoft Office, especially Excel
• Strong understanding of payment processes, including ACH, debit, and credit card methods
• Excellent communication skills with the ability to educate and support members professionally
• Strong critical thinking and problem-solving abilities
• Highly organized with attention to detail and accurate documentation practices
• Persuasive and confident approach to influencing timely payment decisions
• Strong customer service orientation and ability to build member trust

Core Values

Successful candidates will demonstrate our core values:
Caring • Integrity • Drive • Passion • Resilience