Responsibilities include answering questions for customers, agents, Claims, and State Office personnel and additional interests. Analyze and solve problems as they arise. Learn and stay abreast of policy coverages for all lines of insurance.

Review, analyze, and process policy changes, reinstatements and cancellations using PolicyCenter and BillingCenter systems. Assist Agency and State Office personnel in investigating questions.

Champion people by pursuing the growth and success of every member of the team. Ensure operational excellence by obtaining accurate and complete information prior to processing and entering all information correctly.

Supports the strategic mission of the PARM department as it relates to goals for the organization.

Responsible for explaining the billing process to customers, Agency, and State Office personnel.

Researches, modifies, and/or submits PolicyCenter transactions created at county offices that require manual intervention.

Researches payments and bills in BillingCenter and makes adjustments, as necessary.

Resolves issues related to credit card processing and accepts credit card payments over the phone.

Gathers information missing from policy transactions by consulting with agents and/or underwriters.

Analyzes billing accounts to determine what activity occurred to answer customer inquiries regarding their monthly account bill statements.

Shares pertinent information with team members in a timely manner.

Submits policy transactions requested by Underwriting and initiates manual letters as needed.

Fields membership, policy and billing-related questions from Agency and State Office Personnel.

Reverses payments returned by financial institutions.

Performs exception handling related to payment adjustments requested by Agency and State Office personnel.

Researches and processes tier reviews to ensure that tier overrides meet underwriting guidelines.

Analyzes and corrects errors generated in the nightly batch cycle.

Answers inquiries regarding the Web Portal including the registration process and payment processing.

Answers telephone inquiries pleasantly and efficiently while providing requested information.

Maintains proper documentation for phone calls and inquiries.

Resolves problems by analyzing policy information, identifying errors, and taking action to correct policy.

Addresses various, assigned reports according to established procedures.

The duties described above are general in nature and may not completely cover all aspects of this position. The employee may be asked to perform other work-related duties including, but not limited to, cross training in other positions in the department.

Regular, predictable attendance.

Other Responsibilities

Follows and demonstrates the KFB Guiding Principles:

Champion People – we are committed to maximize each person’s ability to make a positive impact.

Connectivity – we are committed to enable and foster collaboration to achieve the best collective results.

Operational Excellence – we are committed to effective and efficient processes to deliver optimal performance and drive sustainability.

Customer Service – we are committed to make exceptional customer experience our top priority.

Participates in cross functional training related to all critical functions and tasks of the team.

Assists teammates within Policy Services as needed.

Job Specifications

Physical demands: Normal vision/hearing with or without correction; sitting.

Mental demands: Prolonged concentration; analytical reasoning; ability to work under pressure and on own initiative.

Environmental factors: Standard office lighting, temperature, and noise.

Equipment: Laptop; telephone and headset; printer/copier/scanner.

Bachelor’s degree preferred or equivalent education or experience in Customer Service.

Experience with Microsoft Office products preferred.

Knowledge of Guidewire systems, including PolicyCenter and BillingCenter, preferred.

Strong attention to detail and accuracy.

Demonstrate professionalism and courtesy to teammates, other departments, and vendors.

Exhibit positivity and willingness to collaborate with others in a team environment.

Aptitude to take initiative to ensure work is completed within the service level agreements.

Ability to learn new tasks quickly with flexibility to adjust to a fast-paced, changing environment which may require reprioritization when the need arises.

Self-motivated with a willingness to ask questions when necessary.

Excellent organizational skills and strong attention to accuracy to maintain the flow of production tasks.

Excellent verbal and written communication skills.

Excellent listening skills.