PPD Resolutions Specialist

This position is open to internal Alleviate agents within the Payment Processing Department. Regardless of your work-location, all PPD employees who are interested are encouraged to apply.

Are you a problem-solver who loves a good challenge? Enhance within our Payment Processing Department (PPD) as a Resolutions Specialist, where no two days are the same! You'll be at the heart of the action—diving deep into payment puzzles, collaborating across teams, and making things right for our clients. If you've got sharp investigative instincts and a passion for resolving the tough stuff, we want to hear from you!

ABOUT US:

At Alleviate Financial Solutions, we’re transforming lives every day by offering innovative debt relief solutions. As one of the fastest-growing companies in the industry, we are on a mission to help individuals and families regain financial freedom and build a brighter future.

Our vision? To become the next-generation financial services company that guides people from debt to WEALTH.

WHAT YOU’LL ENJOY:

• A new best-in-class supportive leadership team guiding you to financial independence
• Opportunities for career growth and advancement
• A culture of recognition, appreciation, and celebration
• A mission-driven team passionate about making a difference
• Company perks like swag, catered lunches, teambuilding activities and quarterly events
• Our 50,000 sq. ft. headquarters in Irvine, CA is more than just an office—it’s a second home where collaboration, growth, and innovation thrive
• State-of-the-art amenities, including designer living rooms, wellness spaces, cafes, and a fitness center
  
  

COMPENSATION:

• $19.00 - $21.00 per hour (depending on experience)
  
  

WHAT MAKES US THE BEST?

• Brand Recognition - A recognized brand with a near 5-star consumer rating
• Dedicated Training-We have a team of elite trainers, dedicated to helping you succeed
• Thriving, High-Energy Culture– Be part of a team that’s empowering, dynamic, and built for success
• Industry Leader -Alleviate is taking over the debt space, quickly becoming one of the most prominent companies in our industry
• Career Growth & Leadership Development-We invest in our people and promote from within!
  
  

WHAT YOU'LL DO:

The Payment Processing Department (PPD) Resolutions Specialist plays a critical role within the payments department, focused on addressing and resolving payment-related issues that require in-depth investigation, negotiation, and collaboration with various lines of the business. This role requires a strong understanding of payment processes, exceptional problem-solving skills, and the ability to navigate complex situations to ensure accurate and timely resolution.

• Investigate and resolve escalated payment issues, which may include transaction discrepancies, payment disputes, failed payments, and complex cases that cannot be resolved through standard procedures. 
• Work closely with internal teams such as payment processors, customer success, sales, and legal, as well as external vendors, customers, and financial institutions, to facilitate effective communication and problem-solving. 
• Analyze payment data, transaction histories, and supporting documentation to identify root causes of payment issues
• Use critical thinking to propose solutions and prevent future occurrences. 
• Engage in negotiation with clients/creditors, to reach mutually acceptable resolutions for payment disputes or discrepancies. 
• Provide clear and concise updates to relevant stakeholders, including management, regarding the status of escalated cases, potential solutions, and any action items required. 
• Maintain accurate and organized records of escalated payment cases, including communication, investigation details, resolutions, and outcomes. 
• Identify recurring payment issues and propose process enhancements or procedural changes to prevent similar escalations in the future. 
• Ensure that all payment resolution actions comply with Company policies, financial regulations, and legal requirements. 
• Generate reports and summaries of escalated payment cases, trends, and outcomes for management review. 
• Provide guidance and training to payment processing teams to prevent common payment issues and address potential escalations at an earlier stage. 
• Handle inquiries and concerns from clients or creditors related to escalated payment cases, maintaining a professional and customer-focused approach. 
• Assess potential financial risks associated with escalated cases and collaborate with risk management teams to mitigate those risks. 
• Closely review documents to identify possible fraud or misrepresentation
• Stay up to date with any changes
• Continuously improve through feedback
• Attend training and department meetings
• Follow all policies and procedures for the department and Company, including personnel policies and expectations as outlined in the Employee Handbook
• Other duties as assigned including AD Hoc reporting and research as the business needs arise
  
  

WHAT YOU'LL NEED:

• Experience working within the Alleviate PPD team
• High school diploma or GED required
• Understanding of payment processing procedures
• Customer service phone experience preferred
• Excellent customer service and clear verbal communication skills
• Phone system: CRM preferred
• Computer literacy
• Strong attention to detail
• Typing 55 plus words per minute
• Strong math skills
• 10-Key knowledge
• Highly motivated
• Able to work independently and as part of a team
• Knowledgeable of MS Office: Word, Excel, Outlook
  
  

ADDITIONAL PERKS & BENEFITS:

• Health, dental, and vision benefits available after 30 days of employment
• Ancillary benefits including legal services, disability insurance, Employee Assistance Program, and much more!
• 80 hours of PTO, 40 hours of Sick Pay, and 2 Health & Wellness Days
• Paid holidays
• 401(k) that can be elected from day 1 of employment!
• The opportunity to work alongside an incredible group of people who are all driven to help others
  
  

Job Type: Full-time, non-exempt

Schedule: 8-hour shift, Monday to Friday

Location: Irvine, CA

We understand potential comes in many forms. Even if you don’t check every box, we still encourage you to apply; as we consider all qualified candidates, and any person who is driven to help others.

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This position must pass a post-offer pre-employment criminal background check.

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