Job description

About InvoiceCloud:
InvoiceCloud, an EngageSmart solution, is a leading provider of online bill payment services. Founded in 2009, the company has grown to be one of the leading disruptors in the cloud-based electronic bill presentment and payment (EBPP) space, helping institutions put customer experience first. By switching to InvoiceCloud, clients can improve customer engagement, loyalty, and efficiency while reducing churn and missed payments in the process. With over 50 million payments processed annually, InvoiceCloud is one of the most secure, innovative, and inclusive fintech solutions in the market. To learn more, visit www.InvoiceCloud.com.

Invoice Cloud is seeking a Reconciliation Customer Service Specialist to join our Operations team. As a Reconciliation Customer Service Specialist , you will be responsible for addressing balancing and settlement issues reported by InvoiceCloud clients. This role requires the ability to reconcile clients bank deposits, utilize software systems and Invoice Cloud monthly invoices with accuracy and efficiency. The Reconciliation Customer Service Specialist is responsible for the identification, accounting and reporting of information related to the reconciliation performed.
First 30 days

• Attend new employee training.
• Gain an understanding of the IC internal systems and product settings within the CRM.
• Gain an understanding of the processes for the Implementation, Customer Service, Finance and Boarding Teams.
• Establish effective working relationships with Customer Service, Implementations, Boarding and Finance Teams.
• Spend time with the existing Reconciliation team to understand current processes.
• Gain an understanding of the reconciliation process for all online payment sources.

First 60 days

• Become familiar with the Chase Paymentech Online and Paya Online Reporting systems.
• Demonstrate ability to explain the reconciliation of online payments, OBD and monthly invoices.
• Demonstrate the ability to recommend best practices and solutions to customers in resolving issues.
• Initiate and conduct phone assistance of a reconciliation issue with confidence and tact.
• Demonstrate ability to escalate issues to payment processors or vendors.
• Gain knowledge of software integrations in relation to payment posting.

First 90 days and ongoing

• Resolve a monthly (or quarterly) reconciliation without assistance
• Participate in call with software partner to assist in diagnosing reconciliation issue
• Participate in call with payment processing vendors
• Assist payment processors or OBD vendors to resolve debit issues
• Ability to resolve issues reported by Finance.
• To maintain effective and courteous communication with client contacts during reconciliation process
• To maintain collaborative relationship with internal teams
• To acquire knowledge of new processes that will affect or change reconciliation processes.
• Prioritize workload to allow for handling of new concerns

What We Seek

• General accounting knowledge (debits vs credits)
• Excellent oral and written communication skills
• Proficient in Excel
• Attention to detail
• Problem analysis and resolution skills

Invoice Cloud is an Equal Opportunity Employer.
Invoice Cloud provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact jobs@engagesmart.com.
To all recruitment agencies: Invoice Cloud does not accept agency resumes. Please do not forward resumes to our job's alias, employees, or any other organization location. Invoice Cloud is not responsible for any fees related to unsolicited resumes.

Job Type: Full-time

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