Account Services Representative I - State National

The Account Services Representative l serves as the primary liaison for a large number of assigned financial institutions. Provides account management for client’s day-to-day operations. The incumbents in this role will deliver ongoing service and problem resolution to customers, thereby helping to ensure customer retention by providing superior customer service.

Essential Functions:

• Manage daily insurance tracking for multiple accounts while ensuring compliance with tracking specifics for each individual account
• Interpret and analyze various client-facing reports to ensure accurate and timely reporting to accounts
• Provide process, procedure and system training to accounts utilizing  our  proprietary tracking system 
• Research and resolve time-sensitive and/or complex issues/inquiries elevated from accounts and those partnered with the account and provide comprehensive follow up with the account as well as management
• Participate in conference calls with accounts and management as requested
• Partner with Program Implementation team and Account Management in onboarding/implementation of new accounts
• Responsible for accuracy of premium billing reports produced, timely collection of premium from each account, and time-sensitive reconciliation of electronic cash settlements
• Make judgment and determinations from information received through oral and written communication and provide follow up to meet and/or exceed client expectation
• Develop and maintain account relationships in order to provide an unprecedented level of customer service
• Communicate professionally and effectively via email and/or telephone with internal and external customers
• Must perform within strict guidelines and standards of timeliness and quality as efficiency and accuracy are continually monitored
• Coordinate with Account Managers and internal management as necessary to appraise them of situations with each client

Additional Responsibilities:

• Perform data entry of insurance documents to a proprietary legacy computer system.
• Perform outbound insurance verifications via phone and web

Qualifications:

Knowledge:

• Good working knowledge of Windows computer applications
• Good working knowledge of email applications and thorough understanding of email rules and techniques
• Banking, insurance or administrative support background a plus

Skills/Abilities:

• Must have excellent interpersonal, organizational, communication (both verbal and written) and telephone etiquette skills
• Excellent customer service skills
• Ability to organize and multi-task in a fast paced work environment
• Ability to work and communicate effectively with various levels of personnel

• Dependable and can work with moderate level of guidance and direction

• Solve a variety of problems using learned procedures
• Ability to work both independently and as part of a team
• Strong follow-through and commitment to task skills
• Effective social and interpersonal skills
• Strong attention to detail and analytical skills

Education/Experience:

• High School Diploma or equivalent required
• 1-2 years CPI experience or 3 years in a related industry or with Business to Business customer service experience

WORK ENVIRONMENT:

• Must have the ability to sit for long periods of time
• Will be required to communicate via phone or email for extended periods of time
• Will have access to client confidential information