A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Responsible for managing RemitMax implementations, Remittance Management Services clients (RMS), and ongoing customer support. This role requires a strong understanding of remittance processing, remittance provider enrollment, and
ANSI 835
remittance files. The ideal candidate will possess excellent organizational, communication, and analytical skills, with the ability to manage multiple priorities. Travel of up to 5% may be required.
Responsibilities:
Implementation Management (10%) Lead RemitMax implementations from kickoff through go-live. Coordinate with customers, vendors, banking partners, HARP/PAS systems, and internal teams. Conduct discovery sessions, manage project plans and timelines, facilitate status meetings, and provide implementation reporting. Deliver customer training and support system integration, configuration, testing, and deployment activities. Customer Support & Relationship Management (70%) Provide ongoing customer support and training, as needed. Monitor customer satisfaction, adoption, and operational performance. Identify process improvement opportunities and recommend solutions Respond to customer requests and coordinate issue resolution. Collaborate with internal teams to establish electronic remittance processing for RMS clients. Project Documentation & Quality Assurance (20%) Create and maintain project documentation, training materials, and operational procedures. Perform quality assurance testing of implementations and system changes prior to release. Key Skills & Qualifications Strong organizational, analytical, and communication skills. Ability to manage multiple projects and priorities simultaneously. Experience leading customer-facing meetings and implementations. Knowledge of electronic remittance processing, EOBs, claims processing, and
General office environment requiring the ability to sit and/or stand for extended periods. Regular use of standard office equipment, including a computer, keyboard, mouse, telephone, and calculator. Ability to occasionally lift and carry up to 25 pounds. Must be able to work effectively in a fast-paced environment, balancing multiple priorities and meeting deadlines while adapting to changing business needs. The role requires sound judgment, the ability to quickly learn new concepts and processes, and effective communication with employees, customers, and business partners at all organizational levels.
