Associate

• Delivers routine work independently, in accordance with established procedures and guidelines, in a timely manner and meets deadlines appropriately.
• Makes routine and non-routine decisions under close supervision, applying limited discretion within role except for matters of significance which affect the business as a whole or a significant part of it, in accordance with established procedures/guidelines. 
• Performs tasks by applying core knowledge obtained from the role and acquires increasingly more knowledge to apply in the role. 
• Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
• Meets or exceeds departmental quality and service standards.

Works overtime as needed

Responsibilities

• 1. Manages premium & billing cases, including indexing payments, in accordance with established procedures and guidelines, in a timely manner and meeting departmental quality/production standards.
  2. Monitors and reviews premium & billing to ensure proper completion, including balancing, and that the information is in good order.
  3. Reruns transactions and discrepancies as required and escalates unresolved transactions to more senior team members and/or management. 
  4. Indexes payments received; reviews checks or lists of electronic payments, and based on account type sends checks/payments to appropriate team members for processing
  5. Handles transfers of payments as needed if another office or team is the more appropriate recipient of the payment
  6. Troubleshoots issues with premium & billing, including discrepancies, to identify root cause and issue resolution. 
  7. Escalates premium & billing issues/concerns to more senior team members and/or management.
  8. Provides customer service to internal/external stakeholders, recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to create a recommendable customer experience.
  9. Recognizes general issues/concerns and suggests process improvements.
  10. Manages reporting and completes terminations and reinstatements

Qualifications

• Bachelor's in commerce