Keya Fields

• Set up new customer accounts and updated existing profiles with latest information.
• Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
• Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
• Completed routine and complex account updates to resolve problems.
• Resolved complex billing and payment issues for balanced, accurate accounts.

Responsible for providing quality customer service to internal and external customers on specific customer issues while accurately capturing all related information in the proper databases. Responsible for providing support for the call center by accurately working incidents opened by the call center, and answering overflow volume when needed. Create and / or work incidents for the back office team for any account changes or requests. Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer.( JPay Staging, Freshdesk, Overpayment, Proview, CRM, product information, rebuttals, etc)

Monitor the firm’s accounts receivable and identify overdue accounts.

• Contact customers with overdue accounts and attempt to either collect the overdue amount or negotiate a payment plan to collect it in installments.

• Maintain records of contacts and attempted contacts with delinquent account customers as well as records of any payments collected from the customer.

• Resolve customer issues and complaints concerning billing.

• Submit regular reports on the status of unpaid accounts and any repayment progress.