PAYMENT SUPPORT SPECIALIST

Familysecurityplan; United States; On-site; USD 42,000 - 52,000; Full time

Job summary

The Family Security Plan is seeking a Payment Support Specialist to ensure accurate billing and smooth policy setup. You will partner with the sales team and credit unions to maintain payment integrity and guide billing practices.

Ideal candidates have 2–5 years in customer service or billing, experience in financial services or insurance, and an Associate's or Bachelor's degree. Proficiency with Microsoft Office, especially Excel, is essential, along with strong communication and

Qualifications

• 2–5 years in customer service, billing, or banking is required.
• Experience in financial services, insurance, or credit union operations is preferred.
• Associate’s or Bachelor’s degree preferred.

Responsibilities

• Review monthly billing for accurate setup and timely policy payments.
• Coach sales representatives on billing methods, application accuracy, and best practices.
• Verify premium calculations and ensure seamless account setup for new insurance policies.
• Act as a liaison with credit unions to communicate billing adjustments and resolve issues.
• Continuously assess and improve billing processes through innovation and investigation.
• Maintain and update CRM systems with accurate account information.
• Handle account changes, withdrawals, payment adjustments, and billing inquiries.
• Build and nurture strong partnerships with credit union staff, insurance carriers, and internal teams.
• Manage carrier reports such as Invalid Logs and New Business Without Payment Reports.
• Provide timely and professional communication with all stakeholders.

Job description

Payment Support Specialist

About Us

At The Family Security Plan®, we believe that a thriving team is the foundation of our success. For over 50 years, we have been on a mission to empower underserved communities by providing access to financial wellness education and affordable insurance protection.

Our partnerships with credit unions give our sales team a consistent flow of high-quality leads and the opportunity to build meaningful, long-term relationships. We pride ourselves on fostering a supportive, inclusive culture that values diverse perspectives, recognizes excellence, and encourages professional growth. Here, your contributions truly make a difference — in our communities and in your career.

Why Join Us?

• Mission-Driven Work: Help families gain financial security and peace of mind.
• Growth-Oriented Culture: We invest in your professional development.
• Collaborative Environment: Work alongside passionate, supportive teammates.
• Innovation and Impact: Bring fresh ideas and drive continuous improvement.
• Recognition and Rewards: Be celebrated for your hard work and achievements.

The Opportunity: Payment Support Specialist (PSS)

As a Payment Support Specialist, you'll play a key role in ensuring that our clients’ insurance policies are set up for success from day one. You’ll work hand-in-hand with our sales organization and credit union partners to guarantee payment accuracy and provide expert guidance on billing processes. Your work directly impacts policy retention and client satisfaction — helping us fulfill our mission to protect more families.

This role requires a proactive, detail-oriented professional who thrives on collaboration, relationship-building, and problem-solving. Occasional travel may be required to strengthen credit union relationships and enhance billing processes.

Key Responsibilities

• Review monthly billing to ensure accurate setup and timely policy payments.
• Coach and support sales representatives on billing methods, application accuracy, and best practices.
• Verify premium calculations and ensure seamless account setup for new insurance policies.
• Act as a liaison with credit unions to communicate billing adjustments and resolve issues.
• Continuously assess and improve billing processes through innovation and investigation.
• Maintain and update CRM systems with accurate account information.
• Handle account changes, withdrawals, payment adjustments, and billing inquiries.
• Build and nurture strong partnerships with credit union staff, insurance carriers, and internal teams.
• Manage carrier reports such as Invalid Logs and New Business Without Payment Reports.
• Provide timely and professional communication with all stakeholders.

What You Bring to the Table

Experience

• 2–5 years in customer service, billing, or banking (required).
• Experience in financial services, insurance, or credit union operations (preferred).

Education

• Associate’s or Bachelor’s degree (preferred).

Skills

• Proficiency in Microsoft Office, especially Excel.
• Understanding of payment methods (ACH, debit/credit cards, insurance accounts, OFI).
• Strong verbal and written communication skills with a polished, professional approach.
• Exceptional multitasking, problem-solving, and organizational abilities.
• Keen attention to detail and ability to meet deadlines in a fast-paced environment.
• High degree of confidentiality and trustworthiness.
• Solid interpersonal skills for effective customer and partner engagement.
• General math proficiency.
• Enthusiasm to learn and become an expert in The Family Security Plan® product line.

Ready to Make a Difference?

If you're passionate about helping others and eager to build a rewarding career in a mission-driven organization, we would love to hear from you. Join a team where your skills are valued, your growth is supported, and your impact is meaningful.