What are the responsibilities and job description for the Customer service representative position at The Mutual Group?
As the Customer Service Billing Representative, you will be responsible for handling tasks within the Billing Solutions department, including but not limited to : in-bound phone and e-mail inquiries, billing reports, and loss runs.
You will exemplify strong customer service orientation and desire to help our customers with their questions. In this role, you will complete a variety of items in tandem with other departments to make sure customer needs are being met.
You will work to create exceptional customer experiences while contributing to individual and team goals.
Work Arrangement :
This is an on-site role with potential to evolve into a hybrid work arrangement. This opportunity would be discussed following a training period of approximately 6 months.
Accountabilities :
- Acts as first point of contact for customers, agents, and third parties via multiple platforms, including phones and emails.
- Completes commercial billing transactions with minimal guidance.
- Researches, analyses, and processes daily commercial billing scenarios including but not limited to : invoice adjustments, refund requests, billing summaries, waives, document assistance, etc.
- Processes daily commercial billing reports.
- Collaborates with other departments to ensure billing accuracy.
- Follows Customer Service team metrics and standards to strengthen the Commercial Billing unit and provides the best customer experience we can as the first point of contact.
- Provides correspondence between departments and customers to achieve resolution to the customer questions.
- Assists agents in navigation and defect management in policy administration systems.
- Assists with special projects involving billing and policy related items.
- Performs other related duties as assigned.
Qualifications :
- High School Diploma or equivalent education is required.
- A basic understanding of Microsoft products (Word, Excel, Outlook).
- Insurance knowledge or relevant work history beneficial.
- Exceptional customer service orientation; ability to build and foster strong working relationships with Commercial personnel at all levels.
- Familiar with common insurance concepts, practices and procedures.
- Previous customer service experience in the insurance industry.
- Demonstrated strong written and verbal communication skills, including the ability to handle difficult customer situations.
- Attention to detail and organizational skills.
- Ability to complete training program, including effective partnership with a peer trainer and understanding of training materials.
- Ability to follow department policies and guidelines, including aux (non-available) time, and additional SLA’s (service level agreements) as set by Commercial Billing Management.
Benefits :
We are proud to offer a robust benefits suite that includes :
- Competitive base salary plus incentive plans for eligible team members
- 401(K) retirement plan that includes a company match of up to 6% of your eligible salary
- Free basic life and AD&D, long-term disability and short-term disability insurance
- Medical, dental and vision plans to meet your unique healthcare needs
- Wellness incentives
- Generous time off program that includes personal, holiday and volunteer paid time off
- Flexible work schedules and hybrid / remote options for eligible positions
- Educational assistance
Last updated : 2024-11-14
