Job Description

Position Summary

Position responsible for customer conservation. Ensure premiums are reconciled on a monthly basis with Group Facts (application). Process manual premium payments on all groups to coordinate timely claim payments to insureds and commission payments to agents/brokers. Resolve delinquent customer premium. Communicate status to onshore partners, Affinity Consultant and brokers.

Job Responsibilities
Essential Functions
Point of contact for delinquent customers. Track and follow-up with customer until case is paid to current or terminated and referred to collections. Ensures Small Market objective of World Class Customer Service is met. Ensure that the assigned targets are met in accordance with SLA, compliance standards and internal standards.
Prioritize daily workload to ensure a specified turnaround time (TAT) objective is maintained. Research and resolve billing inquiries and discrepancies for delinquent accounts with policy owner (employer), agents/brokers, and group sales offices. Ensure adherence to established attendance schedules.
Continually monitor Delinquency Reports and notify group sales offices, policy owner and broker of past due account status to conserve business.
Continually monitor lockbox report to resolve unallocated premium.
Coordinate with legal on bankruptcy cases as appropriate.
Review/Audit new case census data for accuracy of first bill.
Any other essential function that may occur from time to time as directed by the Supervisor.

Knowledge, Skills and Abilities

Process Specific Skills
Knowledge about the Insurance industry in US
Knowledge about US Culture

Knowledge and skills (general and technical)
Excellent listening and written communication skills
Escalate issues if required
Proven customer service skills
Excellent analytical and research skills
Accounting/math problem solving skills
Self-motivated, well organized and flexible with a sense of urgency approach
Team work/ Managing Self / Adaptability
Ability to work successfully in production driven environment
Adaptability to change

Other Requirements (licenses, certifications, specialized training if required)
Self-disciplined and result oriented
Ability to manage multiple tasks prioritizing effectively.
Ability to find creative and innovative solutions to business problems
Proven Computer navigation skills
Proven keyboarding speed
Proven working knowledge of MS Office suite
Proven Excel and Basic Calculation Skills
Education: Any Graduate
Industry: Financial Services/Stockbroking, Banking

Skills Required