Billing Customer Service Representative in Richmond, Virginia

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

6

What Is the Opportunity?

Through telephone and email inquiries; responsible for providing customer service, billing and account reconciliation support for agents, insureds, authorized 3rd parties, and internal Travelers departments. Ensures prompt and accurate premium receipt and appropriate resolution of past due accounts. 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.

Schedule Details:

•During training, your schedule will be 8:30 am – 5:00 pm PT (Spokane) or 8:30 am – 5:00 pm ET (Richmond) Monday through Friday.

•Your work schedule following training be 8:30 am – 5:00 pm Monday through Friday.

•The target start date is December 2nd, 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.

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.

• Handle inquiries, research problems, process transactions, and develop solutions to billing related issues.

• Place outgoing calls as needed to resolve outstanding customer issues.

• 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.

• 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).

• Provide assistance to both internal and external customers and team members to develop solutions to billing problems and arrange payment plans to collect premiums.

• Ensure documentation of account notes is current and complete and act as a liaison for problem resolution for customers and other departments.

• May perform business process work.

• May participate in some special projects, processes, and/or assignments as business needs dictate up to 10% (non-primary phone work) of the total work week. (May vary depending on business needs)

• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Basic understanding that will evolve of insurance and receivables business processes preferred.

• Basic understanding of how individual/team responsibilities impact cash flow and financial reporting preferred.

• Excellent Verbal Communication Skills.

• Demonstrate the 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:

• Learn the Direct Bill systems, insurance business, receivables processes, and workflows.

• Basic understanding of the insurance business and receivables.

• Knowledge of how individual/team responsibilities impact cash flow and financial reporting.

• Clear understanding of team work and collaboration.

• Resource Management:

• Prioritize work and accomplish tasks within established timeframes.

• Work well independently and flexible in a team environment.

• Uses effective time management to ensure customer satisfaction and appropriate workflow.

• Technical Skills:

• One year experience in a customer service related role.

• Inbound call center experience is a plus.

• Knowledge of PC based tools and applications.

• Mathematical aptitude.

• Familiarity with call center metrics. (i.e. Quality Reviews, AHT etc.).

• Self-Management:

• Take responsibility for own performance and development.

• Establish and maintain effective working relationships.

• Demonstrate investigative and independent problem solving skills.

• Develop a high degree of trust through demonstrated personal integrity, ethics and a commitment to do the right thing

• Effective management and adherence to time and attendance guidelines.

What is a Must Have?

• High School diploma or GED equivalent required.

What Is in It for You?

• Health Insurance : Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.

• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.

• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.

• Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.

• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

Employment Practices

Travelers is an equal opportunity employer. We believe that we can deliver the very best products and services when our workforce reflects the diverse customers and communities we serve. We are committed to recruiting, retaining and developing the diverse talent of all of our employees and fostering an inclusive workplace, where we celebrate differences, promote belonging, and work together to deliver extraordinary results.

In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email (4-ESU@travelers.com) so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/ .