Customer Service Processing Specialist- Policy Billing & Premium

at  Sammons Financial Group Companies

WHAT YOU CAN EXPECT AS THE CUSTOMER SERVICES PROCESSING SPECIALIST- POLICY BILLING & PREMIUM:

Provide efficient, compliant and high quality service to our customers in support of the business unit’s goals and established service level agreements (SLAs). Responsible for meeting stated individual and team key performance indicators (KPIs) and SLAs while driving improvement to overall ease of business for our teams and customers.

• Review and process requests from contract and policy owners, agents and internal support departments with a sense of urgency.
• Manage multiple responsibilities and processes, ensuring all items are reviewed and completed according to the specified service standards, including but not limited to processing tasks, handling incoming and outgoing calls, emails and any other job related functions.
• Acquire and maintain knowledge of multiple systems including internal processing, web based and workflow systems.
• Communicate both verbally and in writing to customers, agents or vendors to ensure transactions are in good order for processing.
• Maintain working knowledge of current and past products and procedures.
• Ensure compliance with applicable federal and state laws, regulations and requirements related to policies and contracts.
• Research contract and policy history in order to provide information to external customers, internal customers or agents. This includes matters related to: service history and timelines, taxes and tax reporting, corrections and accounting.
• Recognize problems and analyze information to determine the correct course of action for escalated and complex matters.
• Meet or exceed all KPIs and any communicated service standards.
• Actively engage in team and individual improvement activities as requested by your leader, including but not limited to team huddles, problem solving sessions, scheduled team meetings and individual development.
• Identify concerns and opportunities within the area or team and provide ideas for improvement.
• Provide a positive and professional customer experience with internal and external customer interactions.
• Provide back-up support for other team members.
• Commitment to embrace Sammons Financial Group Companies shared values (Respect, Accountability, Integrity, and Openness)
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.

• Review and process requests from contract and policy owners, agents and internal support departments with a sense of urgency.
• Manage multiple responsibilities and processes, ensuring all items are reviewed and completed according to the specified service standards, including but not limited to processing tasks, handling incoming and outgoing calls, emails and any other job related functions.
• Acquire and maintain knowledge of multiple systems including internal processing, web based and workflow systems.
• Communicate both verbally and in writing to customers, agents or vendors to ensure transactions are in good order for processing.
• Maintain working knowledge of current and past products and procedures.
• Ensure compliance with applicable federal and state laws, regulations and requirements related to policies and contracts.
• Research contract and policy history in order to provide information to external customers, internal customers or agents. This includes matters related to: service history and timelines, taxes and tax reporting, corrections and accounting.
• Recognize problems and analyze information to determine the correct course of action for escalated and complex matters.
• Meet or exceed all KPIs and any communicated service standards.
• Actively engage in team and individual improvement activities as requested by your leader, including but not limited to team huddles, problem solving sessions, scheduled team meetings and individual development.
• Identify concerns and opportunities within the area or team and provide ideas for improvement.
• Provide a positive and professional customer experience with internal and external customer interactions.
• Provide back-up support for other team members.
• Commitment to embrace Sammons Financial Group Companies shared values (Respect, Accountability, Integrity, and Openness)
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands