• Invoice Generation: Process high-volume daily/monthly invoices, ensuring charges align with customer contracts and service agreements. • Account Maintenance: Manage customer master files, ensuring accuracy for billing addresses, tax-exempt certificates, and payment terms. • Customer Inquiry Management: Respond promptly to a high volume of customer billing inquiries, providing clear explanations of charges, invoices, and payment processes. • Cross-functional Collaboration: Maintain proactive communication with external clients and internal teams to bridge payment gaps and clarify instructions for new accounts. • Relationship Building: Act as a professional point of contact to develop and maintain long-term trust with our customer base. • Departmental Support: Work closely with Sales and Customer Success teams to ensure billing instructions are seamless from the moment a deal is closed. • Dispute Resolution: Investigate billing errors or inquiries; issue credit memos or adjustments under the supervision of the Billing Manager. • Month-End Compliance: Assist in closing activities by ensuring all billable revenue for the period is accurately captured and reported.

• Coach agents to ensure productivity, quality and customer satisfaction objectives are met • Conduct one-on-one meetings with agents to evaluate performance against KPIs • Coach and develop agents to acquire and refine job skills through constructive feedback and ongoing training • Provide coaching, advice and guidance based on audit findings • Communicate company goals and metrics with team members to deliver high-level customer service • Hold regular team meetings as SME to review performance and provide guidance for continuous improvement • Participate in meetings, presentations, and special projects as assigned by management • Identify adverse performance trends and patterns and inform/advise Management • Summarize findings and recommendations and forward to supervisor for performance assessments • Monitor team performance against established metrics and KPIs • Escalate issues appropriately and in real-time including technical, performance, and HR issues • Assist with taking calls during periods of excessive call volume • Address performance and operational challenges as they arise • Provide input and assist with development of additional training or policy/procedure changes • Develop job aids and tools to assist agents in improving overall performance • Maintain comprehensive working knowledge of policies, procedures, and benefits across all business lines

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers the chance to deliver exceptional customer experiences in a fast-paced, high-volume environment. As a Customer Service Representative, you will manage inbound customer calls and inquiries while providing guidance, education, and solutions across a range of account-related matters. You will participate in a comprehensive training program to specialize in a specific brand, equipping you with the knowledge and tools to succeed. This position emphasizes professionalism, empathy, and clear communication while maintaining accurate customer records. You will have the opportunity to directly impact customer satisfaction and contribute to a supportive, results-driven team culture. The role is fully remote within eligible U.S. states, providing flexibility while remaining closely connected to your team. - Respond promptly to incoming customer calls, resolving questions and providing high-quality service. - Manage and respond to all customer inquiries, delivering accurate information and educating customers on products and services. - Handle tasks related to payment processing, payment plan creation, and other account management responsibilities to enhance the overall customer experience. - Maintain exceptional verbal and written communication, ensuring professionalism, clarity, and empathy in all interactions. - Keep customer accounts updated accurately and promptly to ensure data integrity. - Contribute to a positive team environment by following established processes and sharing insights that improve customer support. Qualifications - Prior experience in call centers or fast-paced customer service environments is preferred but not required. - Exceptional communication and active listening skills, with a proven ability to interact professionally and empathetically with customers. - Ability to manage multiple tasks and thrive in a high-volume, dynamic environment. - Comfortable learning and using new technologies, with experience working in a remote or distributed team environment. - Strong problem-solving skills and attention to detail, ensuring accurate handling of customer accounts. - Commitment to delivering outstanding customer service and continuous improvement. Benefits - Hourly compensation: $17.00 with potential eligibility for bonus programs. - Fully remote work for eligible states (AZ, IA, ID, IL, IN, MN, MO, NM, NV, UT, WI, WY). - Health, dental, and vision insurance, including mental health benefits. - 401(k) plan with matching contributions, including Roth options. - Paid time off and holidays to support work-life balance. - Paid parental leave and sabbatical programs (eligibility may vary). - Participation in DEI groups and employee recognition programs. - Charitable matching and paid volunteer day, plus additional employee perks. - Hybrid collaboration opportunities for eligible roles to foster team connection and strategic planning.

ClassWallet, a leading financial technology company in the United States, is seeking to hire a Director, Product Analytics & Strategy to join our team. ClassWallet is a financial technology company serving agencies delegated responsibility to manage public funds. Agencies use ClassWallet to get public funds to the right people, and ensure the funds are used for the right purpose. ClassWallet’s suite of products and services empowers agency administrators to dramatically increase efficiency of funds distribution and spend compliance, reduce programmatic costs, maximize the full potential impact of the program, and satisfy the needs and expectations of policymakers, constituents and public reporting. ClassWallet has processed over $3.5 Billion to date and serves public agencies across 33 states. The Company has developed an industry-defining digital wallet solution which has gained rapid traction among state and local agencies and school districts across America. ClassWallet ranks as the 61st fastest growing software company on the prestigious Inc. 5000 list of fastest-growing private companies and the 21st fastest growing financial technology company on the Deloitte Technology Fast 500 in 2023. While the Company delivers immense business value, the social impact of ClassWallet is a fabric that runs through its mission and corporate culture. As a result of ClassWallet’s innovation, public programs run with exponentially more efficiency and the impact and breadth of the programs for the individuals they serve is dramatically higher. This mission compliments the Company mission-based culture with focus on gratitude and work-life balance. About the Role The Director, Product Analytics & Strategy is a critical strategic and cross-functional leadership role at the heart of our growth trajectory. This person will have a deep understanding of our customers and market landscape, shape the direction of our product and solution strategy, and identify and validate new market opportunities that will fuel our next phase of expansion. Working closely with Sales, Client Success, Product Management, and executive leadership, the Director, Product Analytics & Strategy serves as the connective tissue between what the market needs and what we build and bring to market. This is a high-impact, high-visibility role for a sharp, data-driven individual who thinks strategically and executes with precision. Responsibilities Market Opportunity & Expansion Analysis - Own the identification, evaluation, and prioritization of adjacent market opportunities surfaced by Sales, Client Success, Product, and other internal teams - Lead comprehensive TAM (Total Addressable Market) analysis for each potential market, including sizing, segmentation, competitive landscape, and entry requirements - Define what features, capabilities, partnerships, and investments are needed to successfully enter and win in new markets - Build and present market expansion business cases to executive leadership and the board - Continuously monitor market trends, customer needs, and competitive dynamics to surface new growth vectors Product & Solution Strategy - Serve as a key voice in setting the strategic direction of the product and solution portfolio - Translate market insights, customer feedback, and competitive intelligence into clear product positioning and roadmap input - Partner with Product Management to ensure the roadmap reflects both current customer needs and future market opportunities - Define and maintain clear Ideal Customer Profiles (ICPs) and buyer personas across existing and target markets Cross-Functional Leadership - Act as the primary liaison between Sales, Client Success, Product, and Marketing to ensure alignment on market direction and priorities - Establish a systematic feedback loop to capture and act on insights from the field - Present market findings, competitive intelligence, and strategic recommendations to senior leadership on a regular cadence