Payment Support Associate

About the role

The Payment Support Associate is responsible for assisting the Customer Service and Dealer Support teams by managing ECM cases and handling operational tasks. The role works closely with Sales, Operations, and other internal stakeholders to ensure timely, accurate, and effective resolution of client requests.

Key responsibilities

• Manage and action client requests through ECM cases, keeping all updates accurate and within SLA limits.
• Complete scheduled and recurring operational tasks, both within and outside ECM, following team processes.
• Communicate with Sales, Clients, Operations, Dealer Support, Relationship Management, and Account Management teams regarding case status and queries.
• Provide guidance on pre‑payment and deal‑related questions and escalate risks or blockers to the Team Lead.
• Maintain detailed records of all client interactions and actions taken.
• Generate standard and ad‑hoc reports using ECM data for internal stakeholders and special handling clients.
• Identify and prevent potential financial or client risk, following escalation procedures for complaints or suspected fraud.

Required profile

• Strong attention to detail and ability to follow documented processes.
• Excellent written communication skills, ensuring clear and professional responses.
• Proactive attitude toward personal and team goals, with a focus on service quality.
• Willingness to complete training on time and work toward GPS performance goals.

Required skills

• Experience with an ECM (Enterprise Content Management) case management system.
• Proficiency in Microsoft Teams for daily task coordination.
• Basic reporting skills using ECM data.