Customer Account & Payment Representatives

General Summary

The Customer Account & Payment Representative position is responsible for greeting and screening visitors and processing payments for services. Receives and records customer payments via mail, over the phone, in‑person, and online, including scanning, processing automatic payments, etc. This position is a primary point of contact for customers with the National Lifeline Accountability Database (NLAD) program with enrollments, discounts, documentation, research, and resolutions.

Performs a wide variety of office duties and administrative activities. Supports staff and department heads for projects.

• Provides customer service by assisting customers with payments, payment plans, and returned equipment.
• Promotes auto pay and web statement options to new and existing customers.
• Performs collection functions on delinquent accounts, including call notify and non-pay disconnect processes, and monitoring payment arrangements.
• Handles disconnect and reconnects of services of customers with late payments.
• Adheres to the Company’s call and chat protocols for all customer communication.
• Ensures the protection of the privacy of information contained in member accounts.
• Demonstrates an upbeat customer service approach during interactions with both customers and co‑workers to foster positive relationships.
• Prepares and sends a variety of correspondence to the customer including informational packets, CPNI letters, etc.
• Performs duties associated with payphone reporting, credit refunds, and returned mail.
• Coordinates office supply inventory by tracking supply usage and ordering supplies as needed.
• Ensures accurate balancing of cash drawer and prepares bank deposits.
• Picks up and distributes mail, maintains postage funds, completes updates to the postage meter, orders postage supplies, and processes daily mail.
• Assists customers with NLAD applications and the enrollment process to resolve questions and possible roadblocks.
• Process daily NLAD enrollments, calculating and adding discounts to service.
• Communicates with the Universal Service Administrative Company (USAC) to resolve discrepancies that prohibit NLAD customer enrollment issues.
• Monitors NLAD non-pay customers through the 90‑day grace period before disconnecting.
• Complies with federal, state, and company policies, procedures, and regulations.
• Provides support and assistance, as required, in training new members of the team.
• Supports all staff and department heads for special projects and/or events.
• Must be able to work on‑site at a Golden West designated reporting location.
• Must be willing and able to travel to and from other Golden West business offices, as needed, to perform customer service functions.

• Performs all other related duties as assigned by Management.

• Working knowledge of basic accounting principles and practices.
• Knowledge of Company services, products, policies, and procedures.
• Knowledge of general office procedures, practices, and equipment.
• Ability to analyze volumes of data and identify problems/errors, and ability to correct or resolve them.
• Ability to accurately count and handle currency.
• Ability to adapt to a rapidly changing environment.
• Ability to operate various office equipment such as computer, 10‑key calculator, copier, scanner, and multi‑line telephone systems.
• Ability to communicate well with customers, co‑workers, and various business contacts in a positive and friendly manner, both orally and in writing.
• Ability to prioritize and multi‑task. Must be well organized and pay close attention to detail and accept responsibility for and work under occasional stressful situations with frequent interruptions.
• Ability to demonstrate dependability through good attendance and adherence to timelines and schedules.
• Ability to maintain strict confidentiality guidelines by Company policy.
• Ability to read and interpret a variety of instructions furnished written, verbal, and in diagram or schedule form.
• Ability to work independently and maintain efficient workflow.
• Ability to effectively function as a team player and project a positive attitude.
• Ability to make decisions by…