Teammates in the Inbound Payment Center use a variety of systems to process client premium payments and refunds. Using several computer programs, Representatives update banking information, apply payments or refunds to policies, and make requested changes to service a client’s premium payments. This department requires strong communicators (via phone, email, and paper mailings) and accurate typists especially on 10-key numeric typing.
A typical work week includes processing payments within Mainframe (Traditional Life Insurance and Vantage), OnBase, banking websites (such as Clear Tran and the Bank User Interface). Representatives are asked to research issues, assess any errors, determine and complete the proper course of correction when errors are made, and communicate findings to agents, clients, and/or internal customers.
Members of this department work closely with internal customers in the Call Center, Document Management Systems, New Business, Underwriting, Contract Change, Contract & Licensing, Title, Outbound Payment Center (Disbursements & Taxes), and various other areas of the company.
Successful Representatives demonstrate a strong work ethic and ability to work independently in a fast-paced environment with a high degree of accuracy.
Accurately work to apply payments to customer policies and when needed, take additional steps required with timely follow-through.
Research customer requests to ensure proper documentation and procedural protocols are followed.
Exemplary communication with internal and external customers – friendly phone demeanor.
Using various reports, monitor and track individual activities to ensure all accounts are balanced, cleared, and audit-ready.
Assist leaders with problem resolution on difficult (escalated) cases, including research, making recommendations, and follow-through with clients, agents, and/or colleagues.
Document procedures and communicate with teammates when you need assistance with a task assigned to you.
Assist with Quality Assurance reviews
Be a team player – assisting with projects and special assignments, as requested.
1-2 years of related experience in data processing or industry-related experience preferred
Proficient in MS Office Suite (Word, Excel, Outlook)
Well-organized in a complex digital environment while working multiple cases at once; Comfortable toggling between multiple programs and screens
Excellent, clear verbal and written communication skills
Strong time management skills and able to meet established deadlines
Thrives in a fast-paced environment
Exemplary attention to detail
Maintains confidentiality and professionalism in all settings
Background check and fingerprinting required for this position
Overtime work may be required, and may be requested on short notice