Healthcare Client Account Representative

Company Description

PowerPay is a financial technology company (fintech) in several vertical markets including home improvement, healthcare, recreational vehicles and more. PowerPay is building a national network of partners that offer our financing solutions to their respective clients/customers/patients. PowerPay originates and services all loans. 

www.getpowerpay.com

Job Description

The Healthcare Client Account Representative is crucial in delivering top-notch customer service to our healthcare lending merchants and borrowers. They will ensure a smooth and timely experience by monitoring and resolving daily application and loan needs and issues, providing exceptional client assistance, and collaborating with HealthCare account managers and cross-functional teams within PowerPay.

This role requires a deep understanding of PowerPay’s loan processes and systems and excellent communication skills. The ability to thrive in a fast-paced environment and consistently deliver outstanding merchant and borrower support is vital. A proven track record in customer service and proficiency in relevant software applications are also required to fulfill this position's responsibilities effectively.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as needed.

• HealthCare Merchant and Customer Support:
  • 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.

• HealthCare Merchant and Customer Service:

• • 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.

• Team Collaboration:

• • 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.

• Documentation and Reporting:

• • 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.

Qualifications

• • 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

Additional Information

All your information will be kept confidential according to EEO guidelines.