Overview
This position is responsible for analyzing, researching, and gathering required premium and loan payment remittance information to process In Good Order (IGO) payments and to handle Not In Good Order (NIGO) premium and loan payments with a basic level of complexity.
Responsibilities
- Process premium and loan remittance payments using various workflow, administrative, and line of business systems accurately, cost-effectively, and in compliance with internal service and regulatory standards.
- Analyze premium and loan payments for IGO status and determine necessary actions to process remittance according to instructions.
- Contact appropriate resources to resolve NIGO requests, including members, financial representatives, internal business units, vendors, or external business contacts.
- Handle sensitive communications with customers and financial representatives, which may include confidential information or complaints.
- Serve internal and external customer contacts via telephone and written communications, delivering strong customer service.
- Resolve telephone and written inquiries promptly and efficiently, providing thorough and accurate responses.
- Document calls, written communications, and efforts to gather missing information needed to process paperwork.
- Collaborate with team members to meet established service and quality standards and identify trends for process improvements.
- Meet department standards for quality, quantity, and turnaround times.
Requirements
- High school diploma required; Associate’s degree preferred.
- 0 to 2 years of prior customer service or financial service industry processing experience preferred.
- Strong interpersonal, verbal, and written communication skills.
- Proficiency with MS Excel, MS Word, and applicable systems.
- Solid 10-key skills.
- Strong math and analytical skills.
- Ability to learn remittance system processing rules and product remittance rules.
- Ability to learn check, wire, and ACH processing rules.
- Ability to work accurately and efficiently in a fast-paced environment.
- Ability to work independently and as part of a team.
- Organized with effective task prioritization and multitasking abilities.
- Background in data entry, payment processing, or multiservice billing.
Other Information
- Background verification and fingerprinting will be conducted as part of the hiring process.
- Ability to work at a desk for extended periods.
- Ability to work in an open office environment.
- Occasional nights and weekends may be required to meet unit demands.
Compensation & Benefits
- Hourly wage range: $18.86 - $25.51, varying by geographic location and other factors such as experience and skills.
- Benefits may include various bonuses, medical, dental, and vision insurance, health savings and flexible spending accounts, 401(k), pension, life and disability insurance, supplemental protection insurance, 20 days of paid time off annually, sick and safe time, 10 paid company holidays, volunteer time off, paid parental leave, employee assistance program, well-being benefits, and other employee benefits.
- Eligibility for benefits is subject to plan and policy documents, which may change at the employer's discretion.
Location
- This is a remote position.
Equal Opportunity
The employer provides equal employment opportunity without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable law.
Reasonable accommodations are available for individuals with disabilities upon request.