CSA - Direct Bill

UFG is currently hiring for a Customer Service Associate on our Direct Bill team. Under general supervision the customer service associate provides first line phone and email customer service for billing and payment activities for our policyholders. This position will assist customers with over-the-phone payments, enrollment in the automatic payments and handling of other billing concerns.

Essential Duties and Responsibilities:

• Provides timely and positive customer service for routine to complex billing and payment activities from policyholders, agents and internal business partners for personal and commercial lines policies. This involves approximately 50 – 75 calls per day from internal & external customers regarding billing & payments inquiries. May also include outbound calls, email and fax inquiries.
• Effectively navigate multiple systems and applications to research, analyze and resolve customer inquiries.
• Process assigned work and handle call volumes within the established timeframe.
• Utilize UFG workflow system to process payments, answer questions, & set up EFT information
• Accurately enter Insured banking information from signed EFT authorization form into UFG billing system
• Identify and report problems immediately regarding UFG systems/processes/procedures
• Review & monitor daily reports that include any credits on individual policies to allocate correctly with some direction
• Review payment error reports daily with some direction. Post payments to policies to avoid balancing issues
• View UFG Billing reports as assigned to proactively identify potential billing issues
• Learn the processing of checks, electronic payments, and EFTs
• Enter manual credit card payments on exception policies into vender sites
• Process incoming US postal mail including checks that are returned as undeliverable or checks we are returning for various reasons
• Other duties as assigned

Job Specifications:

Education:

• High school diploma required
• Associate’s degree preferred

Experience:

• Minimum of 1 year of customer service work experience

Knowledge, skills & abilities:

• Excellent telephone etiquette and strong oral communication skills
• General knowledge of accounting principles
• Proficient using Microsoft Word, Excel and Outlook
• Must have demonstrated ability of making minimal errors
• Ability to deliver best in class customer service
• Ability to handle confidential information
• Ability to handle approximately 50 -75 call per day

Working Conditions:

General office conditions not subject to adverse environmental conditions. This role requires constant computer and phone usage for up to 8 hours per day.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and skills required. Additional task and requirements may be assigned, as necessitated by business need. UFG retains the right to modify the description of this job at any time.