Customer Service

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$38,800.00 - $64,000.00

1

Reports to the Account Resolution Supervisor, responsible for managing all past due direct bill receivables within an assigned territory or assignment to maximize cash flow. Responsibilities include collecting and resolving overdue receivables and disputed premium, working with appropriate parties to determine the escalation to collect / resolve premium due and documenting the collection activity. Works on complex cases with moderate direction; if Account Resolution Analyst (ARA) has a concern on how to handle account, reaches out to Senior or Supervisor for direction.

Travelers offers a hybrid work location model that is designed to support flexibility.

Primary Job Duties & Responsibilities

• Responsible for up to 35 office codes with total annual billed and collected premium of up to $350 million.
• Pursue collection of all overdue premiums within the assigned office codes exceeding $5k in premium.
• Review accounts, validate overdue premium and contact agents, insureds, underwriting, and audit to resolve and collect payments.
• Research and analyze all aspects of disputed accounts.
• Ensure accurate application of payments collected, research and resolve discrepancies.
• Manage delinquent accounts for assigned office codes; keep all appropriate parties informed of payment status and changes to situations.
• Monitor accounts for collection problems and refer chronic collection problems to management and/or regional controller.
• Escalate collection using the appropriate collection tools and referral process. Follows company guidelines and practices in collection processes.
• Provides coaching and development acting as a strong mentor to Account Service Reps (ASR).
• Authorize reinstatement of less than 30 day Service Center policies.
• As needed assist with incoming calls from peers and other areas of accounting utilizing your expertise on accounts.
• Assist with calls as needed to ensure our customers receive timely resolution to concerns.

Minimum Qualifications

• High School Diploma or GED required.
• Solid keyboard and PC skills required. Proficient use of technology; including, Microsoft Word, Excel, e-mail, Web-enabled applications, and database software required.

Education, Work Experience, & Knowledge

• Bachelor's Degree preferred or 2 years of business experience preferred.

Job Specific Technical Skills & Competencies

• Demonstrated experience in collection / resolution of insurance receivables.
• Skilled in negotiating and reaching consensus.
• Strong Accounting skills.
• Excellent research skills.
• Strong analytical skills.
• Superior written and verbal communication skills.
• Proven ability to solve problems with different approaches.
• Demonstrates a commitment to superior service, takes ownership and settle complex issues with a sense of urgency and show empathy.
• Develop and maintains on-going relationships with underwriters, customers, premium audit, agents, and controllers.
• Works well independently as well as supports team goal
• Is flexible: adjusts well to changes and situations.