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. Apply today and join a team where your skills are valued, your growth is supported, and your impact is meaningful.