Provider Support Agent

The Provider Support Agent, also known as the B2B (Business to Business) or Merchant Support Department, is responsible for communicating with business partners (providers) that HFD supplies lending products to, as well as their personnel, via phone, email, and chat. They share information, respond directly to issues or concerns, and monitor compliance with procedures and policies. Reporting to the Team Lead, the support agents should remain analytical, supportive, and prepared to act as a resource to our business partners and customers.

As a Provider Support Agent, you will:

Understand business partners’ unique integration and configurations with HFD and prepare for business partner interactions by studying products, services, and Provider Support processes.

Following standard operating procedures to contact HFD’s business partners via phone calls, chats, and emails and respond timely to providers’ inquiries and needs.

Analyze information and evaluate results to choose the best solution and solve problems.

Assist our business partners with troubleshooting and customer account origination issues.

Ensure all tasks, emails, correspondence, and research functions are handled with SLA and compliance standards.

Identify trends and escalate issues to Lead timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures.

Maintain up to date knowledge of B2B (Business to Business)/Provider Support policies and procedures.

Maintain the highest level of quality and collaboration with every interaction.

Ensure work is accurate, complete, and delivered in a timely manner according to Standard Operating Procedures (SOP) guidelines.

Report weekly to Team Lead detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems.

Additional responsibilities as needed.

Related practice experience and/or Customer service experience

Excellent communication, interpersonal, and problem-solving skills

Ability to pay close attention to detail and be self-motivated.

Proficient in Microsoft Office

Weekend availability required

Shift differential for evening, night and weekend hours.

Bilingual fluency in English and Spanish is preferred - strong verbal and written communication skills in both languages are essential

Sunday & Saturday - 4:30am-6:00pm (PST)

Monday - Friday - 4:30am-7:00pm (PST)