Covered Care Provider Support (Fintech)

TL;DR

Covered Care Provider Support (Fintech): Managing complex provider and customer inquiries with an accent on escalation management and technical troubleshooting. Focus on diagnosing customer issues through cross-departmental collaboration and improving support processes through trend analysis.

Location: On-site in Las Vegas, NV

Salary: $15 per hour

Company

Covered Holdings provides financing solutions for non-prime Americans, specifically helping healthcare providers through its Covered Care product.

What you will do

• Act as the primary point of contact for applicants throughout the application process.
• Resolve technical inquiries and troubleshoot issues for merchants.
• Manage escalated customer inquiries to ensure prompt and efficient resolution.
• Collaborate with external providers and aggregators to investigate and diagnose complex issues.
• Document and track all escalated cases in a shared tracker for accurate record-keeping.
• Analyze trends in customer issues to identify and implement process improvements.

Requirements

• Experience in customer service, technical support, or escalation management.
• Strong analytical and critical thinking skills for effective troubleshooting.
• Excellent verbal and written communication skills.
• Ability to remain composed under pressure when dealing with escalated situations.
• Familiarity with ticketing systems and customer support best practices.
• Must be based in or able to work on-site in Las Vegas, NV

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401K matching and Employee Stock Ownership Program (ESOP) in a $2.6B company.
• Paid vacation, sick days, and holidays.
• On-site wellness facilities including a gym, yoga, and treadmill desks.
• Commuter benefits such as Metro Tap Card and Metro-link reimbursement.
• Professional growth through Westlake University and certification programs.