CUSTOMER CARE REPRESENTATIVE

Job Title: Customer Care Representative

Job Type: (Remote)

Job Summary

The Customer Care Representative — Billing & Payments Support is responsible for assisting customers with billing inquiries, payment processing, account balances, invoices, refunds, and payment-related issues. This position provides accurate financial information, investigates billing discrepancies, processes authorized transactions, and ensures customers receive timely and professional assistance while following company policies and payment-security requirements.

Key Responsibilities

• Respond to customer inquiries regarding invoices, bills, account balances, payment due dates, and payment methods.

• Explain billing charges, fees, credits, discounts, adjustments, and payment terms clearly to customers.

• Review customer accounts and transaction histories to investigate billing questions and discrepancies.

• Process authorized customer payments through approved payment systems and channels.

• Assist customers with payment methods, payment arrangements, recurring payments, and account updates where applicable.

• Verify customer identity and account information before discussing or processing sensitive billing and payment information.

• Investigate failed, declined, duplicate, missing, or incorrectly applied payments.

• Assist with payment reversals, refunds, credits, and billing adjustments according to company policies.

• Process or coordinate approved refunds and payment corrections.

• Provide customers with invoices, receipts, statements, payment confirmations, and other billing documentation.

• Explain account balances and payment histories accurately and professionally.

• Maintain accurate customer billing and payment records in CRM, billing, and account-management systems.

• Create and manage billing-related support tickets and cases.

• Document customer inquiries, payment transactions, billing issues, actions taken, and resolutions.

• Coordinate with Accounts Receivable, Finance, Billing, Sales, and other departments to resolve complex billing issues.

• Escalate disputed charges, unusual transactions, account discrepancies, or policy exceptions to the appropriate team.

• Follow up with customers regarding outstanding billing cases, payment issues, and pending adjustments.

• Assist customers with updating payment methods and billing information in accordance with security procedures.

• Monitor recurring payment or subscription issues and communicate recurring problems to management.

• Protect customer payment information and comply with applicable privacy and payment-security requirements.

• Follow established procedures for handling sensitive financial and payment information.

• Meet established customer satisfaction, accuracy, response-time, productivity, and service-level targets.

• Participate in billing and payment system training, quality assurance reviews, and process improvement initiatives.

• Identify opportunities to improve billing communication, payment processes, and the overall customer experience.

Qualifications

• High school diploma or equivalent required.

• Associate or bachelor's degree in Accounting, Finance, Business Administration, or a related field preferred.

• 1–3 years of experience in customer service, billing support, accounts receivable, payment processing, or a related role.

• Basic understanding of billing, payments, invoices, and account reconciliation.

• Strong numerical and analytical skills.

• Excellent verbal and written communication skills.

• Strong attention to detail and data-entry accuracy.

• Ability to handle sensitive financial information confidentially.

• Strong problem-solving and conflict-resolution skills.

• Ability to remain professional and patient when handling billing disputes or customer complaints.

• Experience with CRM, billing, payment, or customer account systems preferred.

Preferred Qualifications

• Experience with billing and payment platforms or ERP systems.

• Experience with Salesforce, Zendesk, ServiceNow, Oracle, SAP, NetSuite, or similar systems.

• Knowledge of credit card, ACH, electronic payment, direct debit, or digital payment processes.

• Experience with recurring billing or subscription-based payments.

• Knowledge of PCI DSS and payment-security practices.

• Experience handling refunds, chargebacks, payment disputes, and account adjustments.

• Basic knowledge of accounts receivable and general ledger processes.

• Experience working in a high-volume billing or customer care environment.

• Bilingual or multilingual communication skills where required.

Key Skills

• Billing & Payments Support

• Customer Care

• Invoice & Statement Support

• Payment Processing

• Account Balance Inquiries

• Billing Dispute Resolution

• Refunds & Credits

• Payment Reconciliation

• Payment Method Support

• Recurring Payments

• Account Management

• Customer Account Research

• CRM / Billing Systems

• Data Entry & Validation

• Financial Data Accuracy

• Issue Resolution

• Escalation Management

• Payment Security

• Customer Communication

• Case Management

Core Competencies

• Billing Accuracy: Ability to accurately review and explain invoices, charges, credits, payments, and account balances.

• Payment Support: Ability to assist customers with payment processing, payment methods, failed transactions, refunds, and payment-related questions.

• Financial Attention to Detail: Ability to identify discrepancies and ensure customer financial information is accurately recorded.

• Customer Service: Ability to handle billing concerns with patience, professionalism, and empathy.

• Problem Solving: Ability to investigate billing and payment issues and coordinate appropriate resolutions.

• Communication: Ability to explain financial and billing information clearly to customers without unnecessary technical or accounting terminology.

• Security Awareness: Ability to protect sensitive payment and customer information and follow required security procedures.

• Documentation: Ability to maintain complete and accurate records of billing inquiries, transactions, adjustments, and resolutions.

• Escalation Management: Ability to recognize complex disputes or exceptions and route them to the appropriate Finance, Billing, or management team.