Client Service Representative - Billing

 Job Requisition ID: 90876 

Location Designation: Hybrid - 3 days per week 

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

 

 

Alternate locations: Bethlehem, PA (Pennsylvania); Phoenix, AZ (Arizona); Pittsburgh, PA (Pennsylvania); Plano, TX (Texas)

 

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.

Under certain circumstances, will consider a remote option.

 

Role Overview:

 

The Client Service Representative plays a critical role in managing and resolving inquiries from both internal and external business partners. Primarily responsible for handling communications via email within the Client Service Center Billing Unit, the representative serves as the first point of contact for addressing and resolving client issues related to billing administration.

 

The Client Service Representative is expected to resolve inquiries promptly and effectively, demonstrating strong problem-solving skills. As an expert in customer service, the representative consistently delivers results-oriented solutions and maintains a high level of professionalism in all interactions.

 

What You’ll Do:

 

• Answer e-mails from clients, brokers, and internal business partners
• Responsible for handling inquiries such as: invoice requests, annual reports, billing portal navigation, and verification of commission rates.
• Interact professionally with clear, effective communication and set the appropriate expectations on timeline of deliverables.  Conduct timely follow-up as needed to keep clients, brokers, and internal business partners informed of status. 
• Interpret the billing administration and payment guidelines based on each type of policy and demonstrate proficiency in the understanding of policy differences as it relates to addressing client specific questions.
• Review and educate clients on proper remittance support needed to accurately and timely process their payments.
• Manage and monitor requests within internal systems and refer changes to support team, while still maintaining oversight of delivery for timeliness and accuracy.
• Demonstrate the ability to work with appropriate Group Benefit Solutions resources to resolve service inquiries.
• Develop and maintain business partnerships to ensure service issues are managed proactively, accurately and effectively with all business partners.
• Possess extensive knowledge of products and services and a thorough understanding of processes related to servicing clients / brokers.
• Participate in regularly scheduled feedback, training and information exchange sessions with key business partners.

  

What You’ll Bring:

 

• Minimum of 2 years’ experience in customer service.
• HS Diploma or GED required. Bachelor’s degree preferred
• Strong knowledge of Group Benefit Solutions benefits, products, and services.
• Ability to quickly understand the client’s needs and expectations.
• Proven ability to operate in a fast-paced, customer service environment.
• Demonstrated organizational, time management and interpersonal skills.