Account Service Representative

Account Service RepresentativeCommitted.  Competitive.  Constructing our Future.  That's Travelers. We are one of the leading insurance companies in the United States.  Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees.  You will find Travelers to be full of energy and a workplace in which you truly can make a difference. We are currently looking for a Account Service Representative.  Please read on for more details regarding this position. JOB DESCRIPTION: 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 skillsExperienced 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. In addition to an exciting environment, we offer: * Competitive base salary with additional opportunities for variable pay through recognition programs and incentive awards * 401(k) with company match* Comprehensive health plans that include coverage for same sex/domestic partners* Strong work/family and employee assistance programs* Tuition reimbursement * Vacation Purchase Plan* Training/Development opportunities We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. Explore what we have to offer.  For immediate consideration for this position, please click on the "Apply Now" button at the bottom of this posting.  Travelers is an equal opportunity employer. We actively promote a drug-free workplace.   Company: Travelers Companies, Inc.