Customer Success Specialist I

Job description

Essential Functions/ Responsibilities: - Responds to Customer requests for reporting. - Work with Accounting to answer inbound customer billing questions/provide billing reports. - Works with Finovera team on any troubleshooting escalations. - Identify if billers requested are supported by Finovera. Determine if biller should be added based on success & MFA rates and if so, work with Banking & Fintech DEV to enable for ebills and/or AutoPay on Paymentus. - If Finovera doesn’t support biller being requested, work to add URL through Finovera ticket, search for immutable ID, and enable on Paymentus side. - Provides final approval for the merging or deletion of a provider. Responsible for client communication on any changes. - Responsible for Customer Notification and Updates on mass connectivity issues with a provider. - Responsible for Customer Communication on upcoming maintenance and scheduled down time in Prod/Sandbox. - Responsible for monitoring and evaluating performance of billlers and providing a recommendation on disabling for ebills/autopay. - Monitor and respond to service@finovera and partnersupport@finovera inquiries. Notify end users of payment failures that also failed...