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Billing Customer Service Representative
4 months ago
Who Are We?
- Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.
- Job Category
Customer Service
Compensation Overview
Salary Range
$36,900.00 - $60,900.00
Target Openings
5
What Is the Opportunity?
Join the Travelers Team as a Billing Customer Service Representative today
This position is located in our Richmond, VA office. Travelers offers the ability to work a hybrid schedule with 3 days working in office and 2 days working remote.
Schedule Details:
- During training, your schedule will be 8:00 am - 4:30 pm ET Monday through Friday.
- Your work schedule following training will fall within our operating hours of 8:00 am - 5:00 pm ET Monday through Friday.
- The target start date is July 29, 2024.
Pay Details:
- This position offers a starting base salary of $43,000.
- Eligible for Full Benefits on day one of employment.
- Quarterly Incentive available, based on performance.
This job works under direct supervision and does not manage others.
What Will You Do?
- Act as primary customer service contact handling a high volume of inbound calls with agents, insureds, authorized 3rd parties, and internal Travelers departments.
- Adhere to scheduling guidelines of the department.
- Resolve billing and remittance discrepancies through direct contact with customers in a timely manner.
- Negotiate solutions to problems and inquiries in a positive manner and provide a high level of customer service while maintaining a continued focus on maximizing cash flow. Arrange payment plans to collect premiums where appropriate.
- Place outgoing calls as needed to resolve outstanding customer issues.
- Collaborate with appropriate parties to develop solutions within authority levels.
- Follow up and monitor account related billing issues as necessary to ensure appropriate action has been taken while maintaining a high level of customer service to internal contacts (i.e. Marketing, Service, Premium Audit) and external customers (i.e. insureds, agents, authorized 3rd parties).
- Ensure documentation of account notes is current and complete and act as a liaison for finding solutions for customers and other departments.
- May participate in some special projects, processes, and/or assignments as business needs dictate. (Can vary depending on business needs)
- Perform other duties as assigned.
- One year experience in a customer service related role required, 2 years preferred.
- Excellent Verbal Communication Skills.
- Demonstrate ability to perform in a highly metrics-driven environment.
Customer Focus:
- Demonstrates a commitment to stellar customer service.
- Acts with a sense of urgency and ownership.
- Committed to creating a positive experience for all customers.
- Enthusiastic and upbeat approach to assisting with customer issues.
- Business Knowledge:
- Ability to learn the Direct Bill systems, insurance business, receivables processes, and workflows.
- Develop basic understanding of the insurance business and receivables.
- Clear understanding of team work and collaboration.
- Resource Management:
- Prioritize work and accomplish tasks within established timeframes.
- Work well independently and flexible in a team environment.
- Use effective time management to ensure customer satisfaction and appropriate workflow.
- Technical Skills:
- Inbound call center experience is a plus.
- Mathematical aptitude.
- Familiarity with call center metrics. (i.e. Quality Reviews, AHT etc.).
- Self-Management:
- Take responsibility for own performance and development.
- Establish and maintain effective working relationships.
- Demonstrate investigative and independent problem solving skills.
- Develop a high degree of trust through demonstrated personal integrity, ethics and a commitment to do the right thing.
- Effective management and adherence to time and attendance guidelines.
- What is a Must Have?- High School diploma or GED equivalent required.
- What Is in It for You?- Health Insurance: Employees and their eligible family members - including spouses, domestic partners, and children - are eligible for coverage from the first day of employment.
- Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
- Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you’re eligible for five free counseling sessions with a licensed therapist.
- Volunteer Encouragement: We have a dee
