About the Role
As a Payment Support Representative, you will play a key role in supporting timely, accurate, and compliant responses to written and verbal consumer disputes, inquiries, and complaints related to active collection accounts. In this role, you will conduct research, perform investigations, and partner with teams across TRS Recovery Services and Tele Check to resolve cases in accordance with established procedures, the Fair Debt Collection Practices Act (FDCPA), and the Fair Credit Reporting Act (FCRA).
What You Will Do
•Research and evaluate cases involving disputes, fraud, chargebacks, and consumer complaints
•Review documentation from multiple intake channels and route cases to the appropriate teams
•Conduct investigations and develop resolutions in accordance with established guidelines and regulatory requirements and deadlines
•Prepare clear written correspondence to consumers regarding dispute or inquiry outcomes
•Collaborate with internal teams and relationship managers on case-related matters
•Interpret consumer documentation and supporting materials to support accurate case decisions
•Manage a caseload to ensure work is completed accurately, in priority order, and within required timeframes
•Make sound decisions within established policies for assigned cases and transaction types
•Handle confidential and sensitive information with care and professionalism
What You Will Need
•Excellent reading comprehension and attention to detail
•Proficiency in Microsoft Office, including Word, Excel, and document merging
•Proficiency in the use of AI, Co-pilot, internal AI systems
•Ability to navigate multiple systems efficiently
•Experience using CRM or case management platforms
•High school diploma or GED
•Knowledge of banking, collections, dispute resolution, or applicable association rules and regulations
•Strong case management and productivity skills
•Strong written communication skills with the ability to understand and apply regulatory requirements
•Strong typing and data entry skills
•Basic arithmetic skills
•Strong analytical, research, and problem-solving skills
Nice to Have
•Prior experience handling FDCPA- and FCRA-regulated disputes
•Experience in collections, recovery services, financial services, or a related environment
•Familiarity with case management or workflow systems
•Ability to manage high-volume workloads while maintaining accuracy, timeliness, and compliance
Sponsorship
You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
Benefits
•Fuel Your Life program to support physical, financial, social, and emotional well-being
•Paid holidays and generous time away policies
•No-cost mental health support through Employee Assistance Programs
•Living Proof program to recognize your peers' extra effort with points used for rewards
•Eight Employee Resource Groups to foster a collaborative culture
•Unparalleled professional growth with training, development, and internal mobility opportunities
•Retirement planning and discounted shares with the Employee Stock Purchase Plan
•Medical, dental, vision, life, and disability insurance options available day one
•Tuition assistance and reimbursement program
•Paid parental, caregiver, and military leave
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Virginia, Maine or Washington.
