Customer Support Specialist, Billing and Collections

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 

Nearly half of all working Americans are not saving enough for their future. Too often it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re looking for a fast, creative, forward-thinking professional who has a strong background in customer service. You’re the right fit for this role if you are comfortable with figuring things out as you go, default to action, and adapt to additional responsibilities. You’ll have a proven record of achieving your goals and the goals of your team. You will work closely with the Customer Success Manager to identify customers who are at risk, and proactively reach out to improve the customer relationship, specializing in the billing and collections process.

What you get to do every day

• Manage a steady volume of inbound customer inquiries, as well as outbound outreach to customers, primarily through email and phone (chat and SMS in the near future)
• Be a subject matter expert in billing and collections processes for other areas of the organization when needed
• Work cross-functionally with internal and external partners to solve customer issues
• Identify common issues and trends where improvement is needed
• Service a geographically diverse customer base
• Provide best-in-class customer service
• Work in a fast-paced evolving startup environment 
• Manage caseload and follow up with customers as required
• Manage performance to company-set standards and adhere to a workforce management schedule

What you bring to the role

• 2+ years of experience in a customer-facing role - i.e. customer support or account management/ billing experience; accounts payable/ collections experience preferred  
• Passion for serving customers
• Strong organizational skills; you are able to juggle multiple tasks with varying deadlines and stakeholders without dropping the ball
• Ability to communicate with confidence, professionalism, and empathy over the phone and through email
• You remain composed in high-stress situations and convey empathy for our customers 
• Meticulous attention to detail - rarely making typos and noticing discrepancies

Where you will work

• Utah County, Utah (office in Lindon area)
• Hybrid, in office 3 days per week

 

Why you will love working at Human Interest

Mission - Highly collaborative startup dedicated to supporting employee engagement and growth. It’s an opportunity to help solve one of the biggest unsolved problems in America: saving for retirement.

Culture - Our operating principles define how we come together as a team to do our work. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. 

• Customer obsession
• Long-term orientation
• Autonomous and accountable teams
• An escalating bar for talent and performance 
• Fundamental optimism 

Compensation - The hourly range target for the role seniority described in this job description is $20.00 - $25.00 per hour. Final offer amounts depend on multiple factors including candidate experience and expertise, compensation/equity mix, and market data. This position may also be eligible for additional incentives such as equity awards, short-term incentives, or sales compensation.

Benefits - 

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Generous PTO and parental leave policies
• Lyra - Enhanced Mental Heath Support for Employees and dependents  
• Carrot - Fertility healthcare and family forming benefits
• Candidly - Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; annual wellness stipend
• Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech
• Fun online and regional events and celebrations and department and company offsites