Grinnell Mutual Reinsurance
| 
|
Location: Grinnell, Iowa
Experience: 2 - 5 years
Education: High School
| Wage: Hourly
Type: Full Time
Shift: 1st - Day
| Open: 03/07/2019
Close: 05/07/2019
|
| Customer Service Representative |
Description:
Coordinates resolution of customer inquiries and complaints from start to finish for direct bill, policy services, agent and mutual secured sites, and direct agent statements. Provides direct customer support to insureds, agents, and Grinnell Mutual staff, as well as performing all functions associated with customer billing to ensure account accuracy and customer service standards are met.
Responsibilities:
Answers incoming phone calls and assists customers with technical and non-technical questions related to billing, policy services, collections, agent statements, and the websites. Initiates and follows up regarding activities with other areas as required to resolve concerns in a timely manner.
Prepares daily direct bill, collection and agent bill bank deposits, financial reconciliation reports, and updates customer records.
Analyzes customers’ electronic records pertaining to payments (full, partial, and delinquent), billing, refunds, and collections. Includes banking information for electronic transfers and the handling of customer payments.
Analyzes acceptability of late/inadequate payments and produces letters to acknowledge receipt of payment and verify status of insurance.
Calculates earned and unearned premium, performs analysis to ensure accuracy of insureds’ refunds.
Provides step-by-step instructions to customers who are having difficulty or are reporting a problem with the company website.
Reconciles bank deposits and customer records.
Posts payments to accounts and monitors to ensure premium payments are accurate.
Qualifications:
High school diploma and two to more years of telephone or insurance related customer service experience, or equivalent combination of experience and education.
Ability to demonstrate good interpersonal, communication, listening, and customer service skills. Includes the ability to listen patiently to points being made, waits to speak, and asks appropriate questions.
Ability to use critical thinking skills, personal judgment, experience, known facts and figures to make decisions, resolve problems.
Demonstrates high degree of confidentiality and protects customer and agent information within the billing and policy system.
Ability to relay information accurately to others.
Demonstrates attention to detail to produce an accurate work product.
Ability to use and operate general office equipment including a telephone and personal computer. Software includes the Microsoft Office suite products as well as computer applications specific to Grinnell Mutual.
Ability to type a minimum of 55 wpm.
Demonstrates skill with alpha/numeric data entry with an approximate rate of 150 kspm.
Ability to follow directions and complete work projects on a timely basis.
Ability to work in a harmonious manner with others and to have regular attendance on the job.
Demonstrates organizational skills including ability to multi-task while maintaining a work area where items can be easily accessed and worked in priority order regardless of interruptions.
Ability to keep and maintain regular, predictable attendance.
Working conditions and physical efforts
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions.
This position requires high use of a computer in a paper-filled work environment. It requires long periods of sitting and working with customers via the telephone. Work may be repetitious with some occasional stress encountered when dealing with difficult individuals. There are frequent interruptions by customer phone calls.
The work environment is one generally encountered in a typical call-center environment.
|
|
|
|
