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For your reference, we have included the original job posting below.
Account Service Representative - Direct Billing Job
Job Number:
25683366
Company Name:
Travelers
Job Location:
Richmond, VA US
Job Category:
Management & Business
Account Service Representative - Direct Billing Job
Job Description
Job Title:
Account Service Representative - Direct Billing
Job ID:
795042
Location: VA-Richmond
Available Openings:
8
Committed. Competitive. Constructing our Future.
That's Travelers. We are one of the leading insurance companies in the United States. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy, and a workplace in which you truly can make a difference.
SCOPE:
Offer a high level of customer service through providing agents, insureds and internal Travelers departments with billing information, addressing billing inquiries and handling problem resolution. Assist in maximizing cash flow in the most effective and efficient manner.
MAJOR RESPONSIBILITIES:
- Act as primary Customer Service contact with agents, insureds and internal Travelers departments via telephone to provide assistance with inquiries regarding billing activity and collections support.
- Process high volume of incoming calls with agents and insureds to handle inquiries, researching problems, and develop solutions to non-billing related issues
- Place outgoing calls as needed to communicate or negotiate solutions.
- Handle an average of 80+ incoming and 25+ outgoing calls daily providing excellent interpersonal and customer service skills on each interaction.
- Conduct research and facilitate special projects within Direct Bill accounting regarding electronic payments, lost policies, no loss letters, etc.
- Process mail/phone address changes and other administrative duties.
QUALIFICATIONS:
- General knowledge of business insurance.
- Finance or Accounting knowledge.
- Experience in the use of pc-based and mainframe software applications.
- Working knowledge of billing procedures.
- Proven ability to prioritize work and balance multiple tasks.
- Excellent customer service and interpersonal skills.
At the senior level (Senior Account Services Rep)
The incumbent is considered fully competent in all aspects of the job and is expected to function independently.
The incumbent handles more difficult accounts where experience and judgment are needed. At this level the incumbent would typically handle more difficult calls, which may require additional research and follow up. Generally, the incumbent can act as a technical resource for less experienced ASR-s. At the senior level the incumbent would be spending up to 25% to 50% of their time on Account Resolution Analyst functions.
COMPETENCIES:
Business Knowledge
- Working knowledge of insurance business and cash flow related to billing and collections.
- Clear understanding of how individual/team responsibilities impact cash flow and financial reporting.
- Working understanding of audit and issue systems.
- Knowledge of cancellation, endorsement and audit issues.
- Clear understanding of the interdependent relationship between accounting, underwriting and agents.
Resource Management
- Prioritize work and accomplish tasks within established time frames.
Technical Skills
- Thorough knowledge of all billing systems.
- Thorough knowledge of all workflow specific to functions (i.e., Cash, Cancel, Audit, Underwriting).
Self Management
- Take responsibility for decisions and actions.
- Take responsibility for own performance and development.
- Is flexible.
- Work well independently and in a team environment.
- Establish and maintain effective working relationships.
- Manage own work while striving to meet goals.
- Use effective time management to ensure customer satisfaction and appropriate workflow.
- Demonstrate investigative and independent problem solving skills.
- Take initiative to utilize skills and knowledge on a daily basis.
- Develop a high degree of trust through demonstrated personal integrity, ethics and a commitment to do the right thing.
Communication (at senior level)
- Superior written and verbal communication skills.
- Strong negotiation skills.
- Listens to and understands what others are saying.
- Interacts effectively and appropriately with different audiences in difficult situations.
- Represents the company in a positive and professional manner.
- Displays optimistic demeanor.
Customer Focus
- Identifies collection needs and takes appropriate action to meet those needs.
- Acts with a sense of urgency and ownership.
- Demonstrates a commitment to superior service.
- Develops and maintains on-going relationships with marketing, customers, brokers, premium audit, and attorneys.
Travelers is an equal opportunity employer. We actively promote a drug-free workplace.
