Client Account Representative

2 months ago

King of Prussia, Pennsylvania, United States PowerPay Full time
About PowerPay

PowerPay is a leading financial technology company specializing in fintech solutions for various industries, including home improvement, healthcare, recreational vehicles, and more. Our mission is to build a national network of partners offering our financing solutions to their clients, customers, or patients.

Job Description

We are seeking a highly motivated and detail-oriented Healthcare Client Account Representative to join our growing team. As a key member of our healthcare lending team, you will be responsible for delivering exceptional customer service to our healthcare lending merchants and borrowers.

Key Responsibilities:
  • Healthcare Merchant and Customer Support:
    • Monitor the healthcare loan dashboard in Vision, identify application issues, and contact merchants/borrowers to resolve them.
    • Use Vision backend and frontend, as well as 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.
  • Team Collaboration:
    • Work closely with the healthcare sales team to understand merchants' business and needs, loan products by vertical, and PowerPay healthcare value proposition.
    • 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.
Requirements:
  • 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.
Work Environment:

Office environment, extensive computer use.

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