Business-essential role that conducts payment investigations according to established productivity and service quality standards. Communicates with internal and external resources including but not limited to account managers, consumers, clients, billers and third party vendors, verbally and in writing. Resolves escalated and non-escalated investigations within required timeframes. Uses multiple applications to log all activities. Makes necessary updates to consumer account information to prevent future payment problems. Negotiates payment or removal of fees and addresses other negative consequences on consumer accounts. Detects and escalates trends that may require review at a higher level. Job Responsibilities: - Research and resolve payment investigations and/or payment returns resulting from payments made through our bill pay service, according to defined productivity and service quality standards. Use multiple systems, applications and procedures to accurately resolve issues, identify root cause and prevent reoccurrence. Communicate verbally and in writing with consumers, clients, billers and third party vendors as required to research and resolve payment issues. Resolve escalated issues within published timeframes. Negotiate and address negative impacts including but not limited to late fees assessed to consumer accounts by third parties and removal of information reported to a credit bureau. Enhance organizational reputation by meeting or exceeding published service quality metrics and reporting trends to mitigate impact of identified issues that may affect multiple clients or consumers. Cross train to support other functions within the department as business needs require, including during business continuity events. Perform other duties as assigned.