Policyholder Services Representative

Duties:

Provide effective resolutions for policy-related changes in accordance with underwriting guidelines, communicate any additional premium charges, offer flexible payment options by phone, and provide detailed documentation for the change(s).

Reassign alternate audit types and/or deferred audits, communicate due dates and expectations for compliance.

Establish audit payment plans for assessments amounts and future installments in accordance with audit guidelines and document plan agreement.   

Assist customers with policy related questions, billing issues, classification assignment, cancelations/reinstatements, and other queries.

Manage customer issues in a professional manner, utilizing company policies to determine an immediate resolution and/or escalate to KEMI management when appropriate.  

Compose well-written, accurate, and timely responses to electronic communications.

Communicate to supervisor any customer service-related concerns and reports of unclear KEMI communications or process inefficiencies, to ensure KEMI’s strategy and objectives are met.  

Maintain knowledge of systems, services, and KEMI business practices and policies.

Achieve employee SMART Goals.

Perform other duties as requested.

Knowledge, Skills and Abilities:

Effective communication skills, both written and verbal.

Strong interpersonal and organizational skills.

Ability to multi-task, set priorities and manage time effectively.

Attention to detail and accuracy.

Ability to make sound business decisions.

Intermediate to advanced knowledge of Microsoft Word, Excel and Outlook.

Ability to learn custom software programs.

Knowledge of various aspects of workers’ compensation coverage, including but not limited to underwriting, claims, loss education, audit and finance.

Education:

Bachelor’s Degree preferred.

Experience:

Two to four years of customer service and/or workers’ compensation experience preferred.

FLSA Category:

Career Path Category & Level:

Career Path:

Non-Exempt.

Business Professional, Professional II

Professional III

Essential Functions:

Efficiently provide superior service to customers by telephone and electronic communications.

Ability to work on a computer for extended periods of time, communicate via telephone, operate a computer, keyboard and mouse throughout the day.

Reliable attendance.

Adhere to all company policies.

Ability to interact professionally with coworkers, existing and potential customers.

Actively support the KEMI Mission, Vision, Values and culture.