Billing Customer Service Representative

Billing Customer Service Representative I

Level: 45
Reports To: Accounting Manager

Position Overview

We are seeking a detail-oriented and customer-focused Billing Customer Service Representative I to join our team. This position plays a key role in ensuring accurate billing processes and delivering outstanding service to policyholders, agents, mortgage companies, and internal departments.

This is a full-time, in-office role with hybrid flexibility available where applicable.

Key Responsibilities

• Mail & Payment Processing
  • Open, sort, and process incoming billing mail.
  • Scan and post checks using the check scanning system.
  • Reconcile daily payment activity including credit cards, ACH, and mailed checks.
• Customer Service
  • Answer incoming calls via the Billing Queue with professionalism and confidence.
  • Provide support to policyholders, mortgage companies, agents, and staff on billing-related inquiries.
• Billing Account Management
  • Process payments, billing plan changes, returned payments (e.g., NSF), and refund checks.
  • Reset insured portal passwords and handle general account updates.
  • Issue and void premium refund checks due to cancellations, overpayments, or endorsements.
  • Maintain detailed documentation and notes in the policy system.
• Policy Support & Workflow Management
  • Handle service requests including cancellations, reinstatements, and miscellaneous workflow items.
  • Assist with special projects and additional responsibilities assigned by leadership.
• Compliance & Ethics
  • Maintain confidentiality and handle sensitive financial data appropriately.
  • Follow company ethics policy regarding gifts: report any gift or payment exceeding $50 annually from any person or organization doing business with Farmers of Salem to the President.

Qualifications

• Education:
  • High school diploma or equivalent required
• Experience:
  • Minimum 2+ years of customer service experience
  • Billing or insurance industry experience preferred, but not required
• Skills:
  • Excellent attention to detail and organizational skills
  • Strong verbal and written communication
  • Ability to work effectively in a fast-paced, high-volume environment
  • Comfort with handling financial data and resolving customer inquiries