Payroll Service Representative

Description

Job Summary

The Payroll Service Representative Trainee is responsible for the billing, reconciliation and administrative needs of all of our payroll deduction accounts under general supervision. These tasks are completed via phone calls and incoming requests from our policyowners, agents, administrators or other customers. This position reports to the Policy Change Supervisor. 

Primary Responsibilities

• Manage phone calls in a call center environment
• Answer customer inquiries by phone, email or written correspondence
• Resolve moderately complex customer issues which may require independent research and analysis 
• Process customer requests to include (but not limited to) cancels, terminates, and reproduction of bills and update policy information accordingly 
• Reconcile and process billings to include (but not limited to) timely processing of payments received, balancing suspense accounts and working directly with employers as necessary
• Demonstrate knowledge and application of department and company processes and systems
• Provide accurate, valid and complete information using departmental processes and procedures
• Demonstrate intermediate knowledge of all payroll deduction policy types
• Properly escalate difficult or complex service situations as necessary
• Proactively identify and assess customers’ needs to achieve satisfaction
• Adhere to high level of customer service in all situations
• Meet documented, department service level agreements, quality goals and quantity goals 
• Attend and participate in team and department meetings
• Assist other team members as needed
• Other duties as assigned that affect the Policy Service department 

Anticipated Salary: $37,000 - $38,500

Benefit Overview: We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:

• Compressed 4 1/2-day work week (Half-Day Fridays)
• No monthly premium cost for employee medical, life and disability insurance coverage
• Paid time-off accrual, including annual rollover; and paid holidays
• Competitive 401(k) plan with immediate vesting on Company contributions
• Discounted on-site employee cafeteria
• On-site exercise facility and company-provided exercise time
• Tuition reimbursement and training incentives
• Access to voluntary dental and vision insurance coverage

Requirements

Job Qualifications

• High School diploma required, some college a plus
• Two years of customer service experience required, payroll or billing experience preferred
• Prior insurance industry required, Life and/or Health preferred
• Bilingual skills preferred (Spanish)
• Possess clear, concise oral and written communication skills
• Patient, empathetic and passionately communicative 
• Customer driven and ability to adapt and respond to differing personalities
• Ability to effectively prioritize and monitor work to achieve timely results
• Ability to maintain confidentiality and adhere to privacy standards 
• Ability to learn systems processes and procedures quickly
• Ability to maintain professionalism at all times
• Ability to multi-task and effectively meet deadlines
• Flexible and adaptable to changes
• Detail oriented
• Strong initiative and solid judgment abilities and skills
• Ability to work successfully in a team environment
• Proficiency in Microsoft Office Programs
• Excellent mathematical skills