Resolve complex and escalated carrier financial issues across multiple intake channels including ticketing systems, inbox workflows, document queues, and phone calls
Handle disputes, escalated calls, and mediate conflict related to carrier payments and financial transactions
Review, research, and process JIRA tickets related to accounts payable holds, deductions, cross-deducts, and contractual claim activity
Set up, maintain, and update carrier payment methods, including EFT and direct deposit changes with required verbal verification
Process and validate sensitive financial documentation including factoring documents, tax levies, liens, garnishments, and payment restrictions
Partner with carriers, network offices, and shared services teams (fraud, legal, finance, treasury, and internal audit) to investigate and resolve issues
Document and support investigations related to suspected financial fraud
Clearly explain payment actions to carriers, including holds, deductions, payment plans, and resolution steps
Support internal audit and quality assurance processes through documentation, ticket reviews, and call monitoring
Meet established service level agreements, productivity standards, and quality expectations
Provide subject matter expertise and escalated support to the broader Carrier Financials team
Maintain strict confidentiality and safeguard sensitive banking and financial information
Perform additional duties as assigned based on team or country-specific needs

Three medical plans which include Prescription drug coverage
Enhanced Fertility benefits
Flexible Spending Accounts
Health Savings Account (including employer contribution)
Dental and Vision
Basic and Supplemental Life Insurance
Short-Term and Long-Term Disability
Paid observed holidays
2 paid floating holidays for U.S. hourly employees
Flexible Time Off (FTO) offered to U.S. salaried employees — no accruals and no caps.
Paid Time Off (PTO) offered to all other employees in the U.S. and Canada
Paid parental leave
Paid time off to volunteer in your community
Charitable Giving Match Program
401(k) with 6% company matching
Employee Stock Purchase Plan
Plus a broad range of career development, networking, and team-building opportunities

Senior Carrier Financial Support Representative

Key skills