Policy Service Clerk

Job Title: Policy Service Clerk

Department: Policy Service
Reports To: Jennifer Schulze
Location: Home Office
Job Type: Full Time

Commitment to Core Values

At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member’s contributions:

• Be honest, reliable and respectful
• Think of other first
• Work together to create results
• Stand out with personal, caring service

Job Summary

The Clerk is responsible for assisting with accurate and timely billing, reconciling and processing payments for the payroll deduction accounts along with miscellaneous duties within the Policy Service Department.  

Primary Responsibilities

• Answer customer inquiries by phone, email or written correspondence
• Process basic customer requests to include (but not limited to) cancels, terminations, and reproduction of bills and update policy information accordingly 
• Reconcile and process billings under general supervision to include (but not limited to) timely processing of payments received, balancing suspense accounts and working directly with employers as necessary
• Develop skill base to properly apply company processes and use all systems
• Provide accurate, valid and complete information using departmental processes and procedures
• Identify and assess customers’ needs to achieve satisfaction
• Acquire and demonstrate basic knowledge for administering our payroll deduction accounts
• Properly escalate difficult or complex service situations as necessary
• Meet documented, department service level agreements, quality goals and quantity goals 
• Accurately and timely complete policy searches as directed by state insurance departments and department leadership
• Accurately and timely distribute department documentation, physically and electronically 
• 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: $37,500 - $39,000

Benefits 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

Qualifications

• High School Diploma or Equivalent is required, some college a plus
• One year of customer service experience required, payroll or billing experience preferred 
• Prior insurance industry experience preferred
• Possess clear, concise oral and written communication skills
• 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 always maintain professionalism
• 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
• Strong mathematical skills
• Work successfully in a team environment
• Bilingual skills preferred (Spanish)

Required Competencies (Proficiency Level)

• Accountability (1)
• Continuous Learning (1)
• Customer Focus (2)
• Integrity (1)
• Organizational Awareness (1)
• Teamwork (1)

This job description is intended to provide a general overview of the position and does not include every detail of the role. Responsibilities and expectations may be subject to change based on Company needs.

Illinois Mutual is an equal opportunity employer.