Overview
This role is part of the Individual Benefits Operations division, based in Columbus, GA (ZIP code 31999). It is a remote position requiring work from home within the continental US, with occasional requests to visit the office as needed.
Responsibilities
- Perform policy maintenance changes and handle processing inquiries under general supervision.
- Review and manage service requirements related to invoices, service billing, and lapsed payments for complex accounts.
- Communicate with customers and internal teams to request additional information or confirm actions.
- Research customer correspondence, account invoices, and payment history issues.
- Determine disposition of funds not paid as billed or allocated, managing suspense accounts.
- Produce service sheets for payroll accounts and associates; complete specialized forms for assigned accounts.
- Process changes based on information from change files.
- Reconcile and service account payments from core accounts, analyze account information, and resolve discrepancies or refer issues appropriately.
- Maintain accurate and prompt recording of account activity including information changes, premiums, approvals, correspondence, and reconciliations.
- Process manual service fees and handle invalid reports; execute mass changes through macros.
- Resolve escalated call center requests such as payment history inquiries, reactivations, payment corrections, and transfer requests.
- Reinstate policies or communicate with customers to resolve reinstatement issues.
- Liaise with payroll accounts, policyholders, associates, coordinators, and various departments to obtain information or confirm changes.
- Serve as a subject matter expert and participate in conference calls to discuss outstanding work items and planning.
- Collaborate regularly with Claims, New Business, and Client Management teams.
- Perform other duties as required.
Requirements
- High School Diploma or equivalent.
- Minimum of 3 years of related work experience or an equivalent combination of education and experience.
- Strong knowledge of policy service procedures and processes.
- Proficiency with Microsoft Office suite, including intermediate skills in Excel and Word.
- Understanding of customer service principles, needs assessment, quality standards, and customer satisfaction evaluation.
- Familiarity with administrative and clerical procedures and systems such as Word, Excel, and Business Intelligence.
- Excellent listening skills, comprehension, writing, grammar, research, mathematical, and reasoning abilities.
- Ability to learn new policies, procedures, concepts, or products using appropriate training methods.
- Effective time management skills and willingness to assist others.
Preferred Qualifications
- Experience working with diverse populations.
- Ability to support organizational goals and adapt to change.
Compensation & Benefits
- Salary range: $40,000 to $50,000 annually.
- Salary offers consider factors such as education, experience, licensure, certifications, geographic location, and peer compensation.
- Compensation decisions allow for future salary growth; initial offers are typically not at the top of the range.
- Benefits include medical, dental, and vision coverage; prescription drug coverage; health care and dependent care flexible spending accounts.
- Supplemental insurance policies (Accident, Cancer, Critical Illness, Hospital Indemnity) offered at no cost to employees.
- 401(k) plans, annual bonuses, and opportunity to purchase company stock.
- Paid time off includes 11 paid holidays and up to 20 days PTO for any reason.
- Eligible employees may receive state-mandated sick leave and other leaves of absence.
- Compliance with all applicable leave laws including sick and safe leave, adoption, and parental leave.
Location
- Remote within the continental United States.
- Nearest major market: Columbus, GA.
Application Deadline
- Job posting closes on July 20, 2026.