COMPANY SUMMARY

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

TARGET OPENINGS

12

JOB DESCRIPTION SUMMARY

A great career is waiting for you at Travelers! New Hire Bonus at 3 months - Milestone Bonus at 9 months - Join our team as a Billing Customer Service Representative today! Through inbound telephone and email inquiries the Billing Customer Service Representative is responsible for providing customer service, billing and account reconciliation support for agents, insureds, authorized 3rd parties, and internal Travelers departments. They ensure prompt and accurate premium receipt and appropriate resolution of past due accounts.

By joining the Travelers team as a Billing Customer Service Representative, you can look forward to a New Hire bonus of $1,000 after 3 months in your position. Additionally, to recognize your training and growth in the role, you will be awarded a milestone bonus of $1,500 after 9 months in your position. That’s an additional $2,500! This position is located in either our Spokane, WA or Richmond, VA office. This position could require working from home initially. However, once the pandemic restrictions are lifted, you will report to the local office.

Schedule Details:

• During training, your schedule will fall between the hours of 7:00AM -5:00PM PT or 8:00AM -5:00PM EST, Monday-Friday, depending on your location.
• Your work schedule following training will fall within the same hours of operation, Monday through Friday depending upon location.
• The target start date is March 7, 2022.

Pay Details:

• This position offers a starting base salary of $41,000.
• Eligible for Full Benefits on Day One of employment.

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.

Travelers offers a hybrid work location model that is designed to support flexibility. Employees who are part of a training or development program may require up to a six-month waiting period before they are eligible for the hybrid model. During the initial six-month training program, employees may be required to work up to five days in the office.

PRIMARY JOB DUTIES & RESPONSIBILITIES

• Act as primary customer service contact handling a high volume of inbound calls with agents, insureds, authorized 3rd parties, and internal Travelers departments.
• 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.
• Facilitate identifying solutions to inquiries in a customer focused and positive manner while maintaining a focus on maximizing cash flow.
• Adhere to scheduling guidelines of the department.
• 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).
• 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-direct customer interaction work) of the total work week. (May vary depending on business needs)

MINIMUM QUALIFICATIONS

• High School diploma or GED equivalent required.
• One year experience in a customer service related role required, 2 years preferred.

JOB SPECIFIC TECHNICAL SKILLS & COMPETENCIES

• Excellent verbal communication skills.
• Demonstrates skill to perform in a highly matrix performance environment.
• 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.
• Learn the Direct Bill systems, insurance business, receivables processes, and workflows.
• Develop basic understanding of the insurance business and receivables.
• Clear understanding of team work and collaboration.
• 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.
• Proven customer service experience.
• Inbound service center experience is a plus.
• Knowledge of PC based tools and applications.
• Mathematical aptitude.
• Familiarity with call center metrics. (i.e. customer experience, quality, efficiency etc.).
• Take responsibility for own performance and development.
• 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.

EMPLOYMENT PRACTICES

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email 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/ .

The Travelers Companies, Inc. is a leading provider of property casualty insurance for auto, home, and business. Travelers prides themselves on helping customers manage risk before a claim occurs — and responding with speed, professionalism, and compassion when claims do happen. Through challenging work in a fast-paced atmosphere, they provide student and graduates with a rewarding experience that will keep them moving.