Billing & Accounting Specialist (remote opportunity)

Summary: This position is responsible for providing excellent customer service via phone, e-mail, and chat in response to inquiries and assists team to ensure that production and quality standards are met. Process EFT and Reinstatement transactions. Assist Team Leader when Supervisor is out and assisting with on-boarding/training new associates when needed.

What You’ll Be Doing:

• Assist Billing Products and Services Manager and Team Lead with escalated calls from customers (insured and/or agent). Requires business knowledge, impact analysis, and problem resolution skills to make the appropriate business decision including exceptions to the business rules/guidelines.
• Process Insured EFT requests for direct bill policies. Set up new EFT with financial institution information as well as process changes to existing EFT’s. Monitor DSF’s for removal of EFT. Contact with internal and external customers including but not limited to: agents, insureds, profit centers; regarding EFT questions and exceptions. Requires complete knowledge of the procedures and the ability to communicate the said procedures with various customers.
• Responsible for processing reinstatements based upon the guidelines for each of the profit centers. Requires complete knowledge of the procedures and ability to communicate the said procedures.
• Set up and maintain Accounts for policies that are account billed. Requires knowledge of PMS, UBS.
• Provides excellent customer service via phone, e-mail, and chat in response to inquiries from policyholders, agencies, profit centers, internal/external partners.
  • Cancellation for non-payment of premium;
  • Reinstatement requirements, amount required to reinstate is dependent on the various guidelines by Profit Center and state.
  • Payment Entry System;
  • Easy Pay EFT procedures for setting up/editing/removal of transactions;
  • Billing documents;
  • Possible misapplication of payments and coordinate/communicate the appropriate information to the respective area to process the correction as needed.
  • Request of reissuance of disbursements.
• Meets all departmental production and quality standards.
• Correspond in writing to various parties using pre-formatted and free form letters to customers. This requires knowledge of typing and word processing functions.
• Assists Supervisor/Team Leader with on-boarding and training new team members when needed.
• Maintains current knowledge of all policy and system operational procedures used in the Billing and Accounting Operations department as assigned.
• Monitor work flow and recommend process/procedural improvements as needed.
• Responsible for waiving certain fees based on outlined criteria.
• Act as back up for Error Specialist, Processing Specialist and Balancing Specialist.
• Participates in Billing & Accounting Operations Management activities as needed.
• Assists with special projects as determined by Billing Products & Services Manager.

What You’ll Bring To The Company:

Previous experience in high-volume, fast-paced, customer service environment required. Must have excellent customer service skills and be able to lead by example. Must have effective written and verbal communication skills, strong interpersonal skills, problem resolution skills, and have the ability to multitask. Must be able to handle complaints/escalated calls with a calm demeanor and positive problem-solving attitude. Knowledge of PMS, UBS, CRM, Billing Portal, and experience with the various customer/agent interfaces is preferred.

About Us:

Grange Insurance Company, with $3 billion in assets and more than $1.3 billion in annual revenue, is an insurance provider founded in 1935 and based in Columbus, Ohio. Through its network of independent agents, Grange offers auto, home, life and business insurance protection. Life insurance offered by Grange Life Insurance and Kansas City Life Insurance. Grange Insurance Company and its affiliates serve policyholders in Georgia, Illinois, Indiana, Iowa, Kentucky, Michigan, Minnesota, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia and Wisconsin.

Who We Are:

We are committed to an inclusive work environment where we welcome and value diversity and inclusion. We hire great talent from a wide variety of backgrounds, and our associates are our biggest strength. The diversity of our associates, their backgrounds, experiences, and individual differences are the foundation for our success. Our inclusive culture empowers all of us to “Be One Team”, “Deliver Excellence”, “Communicate Openly”, “Do the Right Thing”, and “Solve Creatively for Tomorrow”. We have active Associate Resource Groups and a Diversity and Inclusion Team, that focuses on professional development, networking, business value and community outreach; all which encourage and facilitate an environment that fosters learning, innovation, and growth. Together we use our individual experiences to learn from one another and grow as professionals and as humans.

We welcome the unique contributions that you bring from education, opinions, culture, beliefs, race, color, religion, age, sex, national origin, handicap, disability, sexual orientation, gender stereotyping, gender identity or expression, genetic information, ancestry, pregnancy, veteran status, and citizenship.

Grange Enterprise is proud to be part of the CEO Action for Diversity and Inclusion™, a national initiative of more than 1400 CEOs working for the advancement of diversity and inclusion within the workplace.