Grinnell Chamber

Customer Service Rep, Billing

Full time
Posted: 03/08/2019
Grinnell, IA
HR

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.

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  • 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.

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