May 16, 2008

Candidates: Join | Log In

Join / Login	Search Resumes
Rates & Services	Post a Job

Account Service Representative

Richmond, VA

Travelers

(Click company name to view employer profile and all available positions.)


Career Field	Accounting/Financial
Insurance Discipline	All
Relocation Assistance	Not Available
Job Duration	Full Time
Salary Offered	Open

SCOPE:
Report to Account Service Supervisor. Responsible for providing customer service, billing, account reconciliation, remittance processing, and collection support to maximize Commercial Lines cash flow. Work with agents, insureds and internal Business Insurance departments to ensure prompt and accurate premium receipt and appropriate resolution of past due accounts. Provides customer service and information to insureds and agents through telephone inquires.

MAJOR RESPONSIBILITIES:

Responsible for the identification, research and resolution of insured and agency billing issues. Consult with Supervisor and Regional Controller as required to involve them in complex billing issues. Provide Business Insurance Accounting department with information and/or analysis on recent trends involving specific agencies and on Underwriting, Service or Audit issues impacting financial results.

Through direct contact with agents and insureds, negotiate and resolve billing and remittance discrepancies in a timely manner. In this capacity, arrange appropriate payment plans and/or authorize appropriate settlement arrangements for uncollectible premium.

Negotiate solutions to adversarial problems in a positive manner, provide a high level of customer service while maintaining a continued focus on maintaining cash flow. Work with appropriate parties to develop solutions within authority levels.

Research and resolve complex statements of balance (STOB) and/or aged outstanding premium and commission amounts.

Prepare account payment histories, manual account bills and legal notices of cancellation to be sent to agents and insureds. Through direct contact with insured, arrange appropriate payment plans to collect premiums or to authorize appropriate settlement arrangements for uncollectible premium. Authorize cancellation of policy for non-payment, if appropriate.

Maintain the appropriate level of customer service to internal contacts (i.e. Marketing, Service, Premium Audit) and external customers (i.e. insureds, agents, collection vendors). Provide assistance to both internal and external customers and team members to develop solutions to billing problems. Ensure documentation of issues is current and complete. Act as liaison for problem resolution for customers and other departments.

Research policy processing and premium audit questions regarding account related problems with external and internal customers.

Respond to agents� and insureds� questions and issues regarding billing and collection by providing information and documentation to substantiate company�s position.

Participate in special projects and assignments, as business needs dictate.

FOCUSED TEAM RESPONSIBILITIES

Act as primary Customer Service contact with customers via telephone to provide assistance with customer questions regarding billing activity. Handle high volume of incoming calls with agents and insureds to handle inquires, research problems, and develop solutions to non-billing related issues. Place outgoing calls as needed to communicate or negotiate solutions.

Handle an average of 80+ incoming and 25+ outgoing calls daily.

QUALIFICATIONS:
Knowledge of commercial lines business.
Strong Finance or Accounting knowledge (degree or equivalent experience.)
Strong customer service orientation.
Strong telephone skills
Experienced in the use of pc-based and mainframe based software applications.
Demonstrated experience in a team environment.
Detail oriented, with good analytical and organizational skills.
Good communications skills.
Ability to interact tactfully and effectively in difficult situations.
Proven ability to prioritize work and balance multiple tasks.

COMPETENCIES:

Business Knowledge
� Working knowledge of Business Insurance and cash flow related to billing and collections.
� Clear understanding of how individual/team responsibilities impact cash flow and financial reporting.
� Working understanding of audit systems.
� Knowledge of cancellation and endorsement issues.
� Clear understanding of the interdependent relationship between accounting, underwriting and agents.

� Self Management
� Prioritize work and accomplish tasks within established time frames.
� Perform efficiently and accurately.
� Identify opportunities to streamline or eliminate functions.
� Work proactively toward problem resolution.
� Is resourceful in gaining input to solve problems.
� Evaluate information needs and demonstrate efficient research skills.
� Make quick and informed decisions.

� Communication Skills
� Carefully listen to internal and external customer needs to help develop appropriate solutions.
� Present corporate perspective in an effective and persuasive manner.
� Understand, synthesize and convey complex data.
� Interact effectively at different levels and with different audiences (in different situations).
� Represent the department in a positive and professional manner.
� Clearly express ideas, recommendations, etc., verbally and in writing.
� Listen to and understand what others are saying.
� Share information with peers, keep team informed and maintain a confidence.

� Negotiation Skills
� Demonstrates ability to effectively settle complex sensitive customer issues.
� Utilize a win-win style to negotiate and resolve disputes.

� Technical Skills
� Understand Business Insurance billing systems (especially Direct Bill, CAP, PABS, ASSET systems, General Inquiries, CAPTIS, Check Rec, CARMA and Issue System Inquiries).
� Thorough knowledge of all workflow specific to functions (i.e., Cash, Cancel, Audit, Underwriting).

� Customer Focus
� Act with a sense of urgency and ownership.
� Identify customer needs and take appropriate action to exceed those needs.
� Demonstrate a commitment to exceeding customer expectations.
� Effectively build trust relationships.

� Self Management
� Take responsibility for decisions and actions.
� Take responsibility for own performance and development.
� Is flexible.
� Work well independently and in a team environment.
� Establish and maintain effective working relationships.
� Manage own work while striving to meet goals.
� Use effective time management to ensure customer satisfaction and appropriate workflow.
� Demonstrate investigative and independent problem solving skills.
� Take initiative to utilize skills and knowledge on a daily basis.
� Develop a high degree of trust through demonstrated personal integrity, ethics and a commitment to do the right thing.

Quick Links

For Candidates	Log-in	Candidate Home	Search Jobs	Employer Profiles	Post Resume	Search Agents	Orlando Jobs
For Employers	Log-in	Employer Home	Post a Job	Search Resumes	Rates & Services	Insurance Recruiters
Site Features	Home	How It Works	Resources	Contact Us	Privacy Statement	Terms of Use	Site Map