PINS Account Specialist

The PINS Account Specialist at Zelis India centrally manages Fraud, Onboarding/Verifications, and Account Servicing for Zelis clients, addressing issues like account takeover and bank account validation. This role involves assisting providers with registration, enrollment, and authentication, providing client-facing support, and working a Monday-Friday shift. Zelis aims to modernize healthcare financial experience in the U.S., with Zelis India supporting these initiatives through innovative solutions and a collaborative work culture.

Must Have

• Assist providers in completing registration and enrollment requirements for direct deposits, authentication issues, and securing appropriate ownership of their accounts.
• Contact Providers by phone to collect information needed to verify or update their accounts.
• Respond to basic questions, by phone or secure mail messages, about specific Zelis products and services.
• Understand the scope of the services Zelis provides its clients and the threat landscape that may disrupt these services.
• Flag accounts needing additional information or further review, including suspicious interactions requiring Fraud review.
• Help to continually define user access policy, standards, roles and procedures for security, efficiency, and scalability.
• Troubleshoot and resolve customer issues in a professional and timely manner.
• Provides exceptional customer service, while remaining calm and professional in interactions.
• Adhere to Zelis Payments standards and policies to ensure client privacy.
• Excellent customer service and soft skills.
• Strong communication skills, both written and verbal.
• Attention to detail and good analytical skills.
• Ability to navigate multiple servicing systems for account reviews and client support.
• Ability to prioritize tasks to meet deadlines.
• Highly analytical and comfortable working within defined Service Level Agreements.
• Ability to understand and communicate new processes, ability to adapt to change and respond effectively in a fast paced and deadline focused environment.
• Computer proficiency and technical aptitude.
• Ability to utilize MS Office Suite products; specifically, Word, Excel and Outlook.
• Graduate qualification.

Good to Have

• Thorough knowledge of company and departmental policies and procedures of Zelis optional.

Perks & Benefits

• Hybrid work flexibility
• Comprehensive healthcare benefits
• Financial wellness programs
• Cultural celebrations
• Leadership development
• Global exposure

Position Overview

The PINS team centrally manages Fraud, Onboarding/Verifications, and Account Servicing for Zelis clients, addressing issues related to account takeover, business identification, bank account validation, and more.

• Assist providers in completing registration and enrollment requirements for direct deposits, authentication issues, and securing appropriate ownership of their accounts.
• Client-facing individual support, team environment.
• This position will work a Monday – Friday shift, from 9:00 AM – 06:00 PM EST.

Contact Providers by phone to collect information needed to verify or update their accounts, including administrator changes, enrollment requests, registration assistance, security questions, and password reset changes, while adhering to established security standards.

• Respond to basic questions, by phone or secure mail messages, about specific Zelis products and services.
• Understand the scope of the services Zelis provides its clients and the threat landscape that may disrupt these services.
• Flag accounts needing additional information or further review, including suspicious interactions requiring Fraud review.
• Help to continually define user access policy, standards, roles and procedures for security, efficiency, and scalability, identify and manage risk, payment and operational in nature, across all components of the customer lifecycle through data gathering and analytics.
• Troubleshoot and resolve customer issues in a professional and timely manner.
• Provides exceptional customer service, while remaining calm and professional in interactions.
• Adhere to Zelis Payments standards and policies to ensure client privacy.
• Additional primary duties will be assigned as required.

What You’ll Bring to Zelis

• Excellent customer service and soft skills.
• Strong communication skills, both written and verbal.
• Attention to detail and good analytical skills.
• Ability to navigate multiple servicing systems for account reviews and client support.
• Ability to prioritize tasks to meet deadlines.
• Highly analytical and comfortable working within defined Service Level Agreements.
• Ability to understand and communicate new processes, ability to adapt to change and respond effectively in a fast paced and deadline focused environment.
• Computer proficiency and technical aptitude.
• Ability to utilize MS Office Suite products; specifically, Word, Excel and Outlook.
• Ability to sit for extended periods of time.
• Ability to lift and move approximately thirty (30) pounds on a non-routine basis.
• Graduate.
• Thorough knowledge of company and departmental policies and procedures of Zelis optional.