Billing Customer Service Representative

Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Job Category

Customer Service

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$36,900.00 - $60,900.00

Target Openings

5

What Is the Opportunity?

Join the Travelers Team as a Billing Customer Service Representative today!

This entry level position embodies Travelers' mission to help provide peace of mind for our existing Business Insurance customers. Through handling inbound calls, email and chat inquiries our Customer Service Representative is able to assist agents, insureds, authorized 3rd parties, and internal Travelers departments. Our Billing Customer Service Representative helps these individuals with billing and account reconciliation support through ensuring prompt and accurate premium receipt and appropriate resolution of past due accounts.

This position is located in our Spokane Valley, WA office. Travelers offers the ability to work a hybrid schedule with 3 days working in office and 2 days working remote.

Schedule Details:
•During training, your schedule will be 8:30 am - 5:00 pm PST Monday through Friday.
•Your work schedule following training be 8:30 am - 5:00 pm PST Monday through Friday.
•The target start date is September 16th, 2024.

Pay Details:
•This position offers a starting base salary of $43,000.
•Eligible for Full Benefits on day one of employment.
•Quarterly Incentive available, based on performance.

As part of the hiring process, this position requires the completion of an online pre-employment assessment. Further information regarding the assessment including an accommodation process, if needed, will be provided at such time as your candidacy is deemed appropriate for further consideration.

This job works under direct supervision and does not manage others.

What Will You Do?

• Act as primary customer service contact handling a high volume of inbound calls with agents, insureds, authorized 3rd parties, and internal Travelers departments.
• Adhere to scheduling guidelines of the department.
• Resolve billing and remittance discrepancies through direct contact with customers in a timely manner.
• Negotiate solutions to problems and inquiries in a positive manner and provide a high level of customer service while maintaining a continued focus on maximizing cash flow. Arrange payment plans to collect premiums where appropriate.
• Place outgoing calls as needed to resolve outstanding customer issues.
• Collaborate with appropriate parties to develop solutions within authority levels.
• Follow up and monitor account related billing issues as necessary to ensure appropriate action has been taken while maintaining a high level of customer service to internal contacts (i.e. Marketing, Service, Premium Audit) and external customers (i.e. insureds, agents, authorized 3rd parties).
• Ensure documentation of account notes is current and complete and act as a liaison for finding solutions for customers and other departments.
• May participate in some special projects, processes, and/or assignments as business needs dictate. (Can vary depending on business needs)
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• One year experience in a customer service related role required, 2 years preferred.
• Excellent Verbal Communication Skills.
• Demonstrate ability to perform in a highly metrics-driven environment.
   

Customer Focus:

• Demonstrates a commitment to stellar customer service.
• Acts with a sense of urgency and ownership.
• Committed to creating a positive experience for all customers.
• Enthusiastic and upbeat approach to assisting with customer issues.

Business Knowledge:

• Ability to learn the Direct Bill systems, insurance business, receivables processes, and workflo