PAYMENT SUPPORT SPECIALIST

About us: 

At The Family Security Plan®, we prioritize employee growth, value diverse opinions, recognize exemplary work, and foster a fun, inclusive culture. With over 50 years of experience, our mission is to educate underserved communities on financial wellness and affordable insurance protection. Through partnerships with credit unions, we provide our sales team with a stream of leads while empowering agents to generate referrals and build new and lasting relationships. We are dedicated to making a difference in people’s lives while offering a supportive environment that encourages career growth and advancement.

Job Purpose

The Payment Support Specialist (PSS) plays a vital role in improving paid business and persistency by educating and supporting the sales organization. This includes coaching sales representatives on billing methods, application accuracy, and selecting the best payment options for credit union members. The PSS ensures accurate premium calculations for policy payments and maintains expertise in all payment methods and regional credit union variations.

This position requires strong critical thinking, customer service, and relationship-building skills, working closely with credit unions, sales managers, agents, and insurance carriers. Travel may be required for credit union relationship-building and process clarification.

Duties and Responsibilities

• Ensure policy payments by reviewing monthly billing for setup and accuracy.
• Coach sales representatives on billing methods, application accuracy, and best practices for credit union members.
• Ensure all new insurance account sales are set up according to premium sold.
• Communicate with credit unions on adjustments to deductions (increases/decreases) weekly.
• Continuously improve billing processes through investigation and innovation.
• Professionally communicate with credit unions and carriers to provide timely follow-ups and research.
• Identify and resolve billing issues with credit union staff efficiently.
• Release applications from holding workbaskets with verified account numbers from credit unions or agents.
• Maintain internal CRM systems with account updates and changes.
• Process account number requests, changes, withdrawals, and lower-before-issue requests.
• Assist phone sales agents with billing inquiries.
• Process carding requests for increases (e.g., 421 increases).
• Build strong relationships with credit union partners, carriers, and internal teams.
• Manage carrier reports (e.g., Invalid Logs, New Business Without Payment Reports).

Qualifications

Minimum Experience Requirements

• 2–5 years of customer service, billing, or banking experience required.

Preferred Experience Requirements

• Experience in financial services, insurance, or credit union operations is a plus.

Education Requirements

• Associate’s or Bachelor’s degree preferred.

Required Skills

• Proficiency in Microsoft Office, with a strong emphasis on Excel.
• Knowledge of payment methods (ACH, insurance accounts, OFI, debit/credit cards).
• Excellent verbal and written communication skills with a professional demeanor.
• Ability to multitask, problem-solve, and work with a sense of urgency.
• Strong organizational skills, attention to detail, and ability to meet deadlines.
• High level of trust and confidentiality.
• Solid interpersonal skills for customer and partner interactions.
• General math proficiency.
• Willingness to learn The Family Security Plan® product line.

 If you have the skills and experience to excel in this role, we encourage you to apply and join our team!