Broker Billing Specialist

Job Overview

Under direct moderate supervision, this job contributes to Wawanesa’s success by acting as the primary point of contact for brokers and policy holders through Inbound Calls with billing and payment related inquiries. 

Job Responsibilities

• Maintain a high degree of customer service for all support queries ensuring expectations are managed appropriately. 
• Answer customer phone inquiries via inbound calls and coordinate closely with different internal departments such as Underwriting and Remittance Processing Department. 
• Complete an outbound call to provide updates or to confirm and/or secure additional information to address pending requests. 
• Conduct an investigation to reconcile complex billing and payments inquiries. 
• Analyze and provide all available options or solutions to any billing or payment related concerns to ensure a policy remains in good standing. 
• Navigate multiple systems and applications including but not limited to: Guidewire PolicyCenter, Guidewire BillingCenter, JIRA Service Desk, Broker Platform, BluePass, SharePoint, Avaya One-X, MS Teams, Microsoft Office Suite. 
• Strive to achieve First Call Resolution whenever the circumstance allows for it. 
• Process Withdrawal Date and Payment Plan changes for eligible policies. 
• Assess the need to process Hold Cancellation and Exit Delinquency to avoid policy cancellation. 
• Complete Move Payment requests. 
• Set-up Recollection for missed payments for Monthly Automated Chequing policies. 
• Process Payment Deferral requests. 
• Complete Equalizing Scheduled Withdrawals for Monthly Automated Chequing policies. 
• Reprint Statement of Account or Automated Recurring Payment Notice. 
• Act as liaison for refund re-issue and credit card payment reversal requests. 
• Assist with refund status inquiries and conduct payment traces. 
• Provide support for BluePass-related inquiries for bank update and withdrawal date change. 
• Respond to email inquiries within service levels. 
• Determine the need to redirect requests to appropriate party when identified as out of scope. 
• Establish and maintain good working relationships with Underwriting and Remittance Processing Department. 
• Perform other duties as assigned. 

Qualifications

• At least 2 years relevant experience in a fast-paced customer service-focused/Insurance Industry/Contact Centre/Billing Environment. 
• Bilingual in English and French is an asset.
• High school diploma or equivalent required, post-secondary degree is preferred. 
• CIP or actively pursuing CIP is an asset. 
• Must have experience with high call volume Contact Centre. 
• Adept Math skills with abilities to analyze complex billing and payment information and draw out conclusions. 
• Proficient computer skills including Microsoft Office (Outlook/Excel/Word/Teams). 
• Exposure with Genesys Cloud system is an advantage. 
• Excellent customer service skills with effective verbal and written communication skills. 
• Excellent customer service skills by providing friendly and respectful service. 
• Experienced with providing timely problem solving. 
• Experienced with handling difficult conversations. 
• Strong attention to details, ability to express ideas clearly and asks probing questions appropriately. 
• Strong organization skills by prioritizing and reprioritizing tasks appropriately and the ability to multi-task. 
• Ability to work in collaboration with other team members, sharing knowledge and knowhow. 
• Ability to work in shifts.