Payment Support Specialist

5 days ago

Orange, Connecticut, United States PFP - The Family Security Plan Full time
Job Overview

The Payment Support Specialist plays a crucial role in improving paid business and persistency by educating and supporting the sales organization. This involves coaching sales representatives on billing methods, accuracy in completing applications, selling the need of credit union members, and following the best billing method for the members.

Key Responsibilities
  • Work to keep PFP-families protected by reviewing monthly billing for set up and accuracy which results in policy payments.
  • Coach sales representatives on billing methods, accuracy in completing applications, selling the need of credit union members, and following the best billing method for the members.
  • Work diligently to ensure all new insurance account sales are set up according to premium sold.
  • Communicate with credit union on adjustment to deductions (increases or decreases) weekly.
  • Work consistently to enhance current processes through investigation and creativity.
  • Communicate professionally with credit unions and carriers in a timely fashion as part of follow up or research.
  • Convey the root cause of the billing issue to the credit union staff and resolve them in a timely manner.
  • Release applications from holding workbaskets with confirmed account number provided by credit union or selling agent.
  • Document internal system (CRM) with account updates and changes.
  • Fax or email Non Branch account number requests to the credit union.
  • Track and complete account number changes provided by the credit union.
  • Process withdrawal/lower before issue requests from the dashboard.
  • Assist phone sales agents with billing inquiries.
  • Process carding requests for increases: 421 increases.
  • Build strong relationships with our credit union partners, carriers and internal staff.
  • Process carrier report i.e. Invalid logs, New Business without Payment Reports etc.
Requirements
  • 2-5 years of customer service, billing or banking experience required
  • Associates or Bachelor's Degree preferred.
  • Proficient in Microsoft Office with emphasis on Excel spreadsheets required.
  • Well versed in payment methodologies: ACH, Insurance accounts, OFI, debit card and credit card.
  • Excellent and professional verbal and written communication skills.
  • Ability to multitask and be action oriented with a strong emphasis on urgency during resolution of an issue.
  • Proven ability to problem-solve.
  • Highly trusted with the ability to maintain confidentiality.
  • Ability to meet deadlines.
  • Strong organizational skills and attention to detail.
  • Excellent interpersonal skills with customers.
  • General math skills.
  • Ability to learn PFP product line (The Family Security Plan).

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