Client Service Representative - Billing

Job Requisition ID:90876

Location Designation:Hybrid - 3 days per week

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life's legacy of being there when we're needed most. Here, you'll design, implement, and support these solutions directly impacting employees' lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

Alternate locations: Bethlehem, PA (Pennsylvania); Phoenix, AZ (Arizona); Pittsburgh, PA (Pennsylvania); Plano, TX (Texas)

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.

Under certain circumstances, will consider a remote option.

Role Overview:

The Client Service Representative plays a critical role in managing and resolving inquiries from both internal and external business partners. Primarily responsible for handling communications via email within the Client Service Center Billing Unit, the representative serves as the first point of contact for addressing and resolving client issues related to billing administration.

The Client Service Representative is expected to resolve inquiries promptly and effectively, demonstrating strong problem-solving skills. As an expert in customer service, the representative consistently delivers results-oriented solutions and maintains a high level of professionalism in all interactions.

What You'll Do:

• Answer e-mails from clients, brokers, and internal business partners
• Responsible for handling inquiries such as: invoice requests, annual reports, billing portal navigation, and verification of commission rates.
• Interact professionally with clear, effective communication and set the appropriate expectations on timeline of deliverables. Conduct timely follow-up as needed to keepclients, brokers, and internal business partners informed of status.
• Interpret the billing administration and payment guidelines based on each type of policy and demonstrate proficiency in the understanding of policy differences as it relates to addressing client specific questions.
• Review and educate clients on proper remittance support needed to accurately and timely process their payments.
• Manage and monitor requests within internal systems and refer changes to support team, while still maintaining oversight of delivery for timeliness and accuracy.
• Demonstrate the ability to work with appropriate Group Benefit Solutions resources to resolve service inquiries.
• Develop and maintain business partnerships to ensure service issues are managed proactively, accurately and effectively with all business partners.
• Possess extensive knowledge of products and services and a thorough understanding of processes related to servicing clients / brokers.
• Participate in regularly scheduled feedback, training and information exchange sessions with key business partners.

What You'll Bring:

• Minimum of 2 years' experience in customer service.
• HS Diploma or GED required. Bachelor's degree preferred
• Strong knowledge ofGroup Benefit Solutionsbenefits, products, and services.
• Ability to quickly understand the client's needs and expectations.
• Proven ability to operate in a fast-paced, customer service environment.
• Demonstrated organizational, time management and interpersonal skills.
• Strong analytical ability and attention to detail.
• Ability to effectively problem-solve issues to resolution.
• Preferred minimum two years' experience with multiple software and system-based applications, including Microsoft Office Suite.
• Strong verbal / written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday.

Under certain circumstances, will consider a remote option.

It is recommended that all qualified candidates apply to this posting as soon as possible. Residents of Colorado are hereby notified that the deadline to apply is 2 weeks from the Posting Date listed above.

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Pay Transparency

Salary range:$32,500-$57,500

Overtime eligible:Nonexempt

Discretionary bonus eligible:Yes

Sales bonus eligible:No

Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location. In addition to base salary, employees may also be eligible to participate in an incentive program.

Our Benefits

We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by theFoundation.We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.

Job Requisition ID:90876