Job Summary: The purpose of this position is to promote sales and client retention efforts through excellent customer service through assisting agents, policy holders and clients with billing needs. This job description is not an employment contract and does not alter the employment at will status. The employer retains the right to change a job description at any time without notice. This document serves as an overview and may not list all of the duties that may be performed. **Responsibilities**: - Providing account assistance to callers with regards to billing (Autopay set up, assisting with payments, reinstatement balances, etc.). - Assisting both policyholders and agents to determine status of policies. - Communicating interdepartmentally to transfer calls and resolve issues to assist callers. - Assists with general questions and inquiries regarding policies and the related commissions, ordering policy audits, refund checks, and passes information along to the correct department to process these requests. - Clocks in and out consistently and accurately by using the electronic timeclock system for all time worked and does not perform any work when not clocked in. Skills and Experience: **Knowledge, Skills, and Behaviors** - Knowledge of accounting. - Knowledge of Company services and products. - Knowledge of modern office methods and procedures. - Knowledge and skills of customer service including patience, attentiveness, clear communication, positive language, tenacity, ability to assess or read the customer’s level of patience, and ability to stay calm. - Skill to actively listen, make a conscious effort to understand what people are really saying, and respond appropriately. - Skill to use and compose clear, comprehensive, and accurate verbal and written communications and reports. - Skill to use Word, Access, Outlook, Freedom, and proprietary systems with proficiency; and Excel and Visio with intermediate to expert proficiency; and easily learn new systems and tools. - Skill to effectively plan, organize, and prioritize work assignments and to manage deadlines; ability to proactively follow up with supervisor or others. - Skill to establish and maintain filing systems, format, proofread, edit documents perform calculations, and reporting. - Predisposition to be helpful, empathetic, and project an outgoing and service focused personality. - Ability to process, interpret, and communicate moderately complex information and data. - Ability to be effective when working independently or cooperatively as a team member. - Ability to use discretion in dealing with confidential matters and information. - Ability to interface with multiple departments, focus or multi-task, and work independently. - Ability to maintain a positive and respectful approach and consistently project a professional appearance and demeanor. - Ability to follow Company guidelines, rules and procedures including reporting to work on time prepared to perform duties of the position. **Minimum Requirements** - Two (2) years of related accounting, administrative and customer service - Two (2) years of active use of required technology in work environment (Visio, MS Office Suite, Access, Data Mapping, Call center software (ACD, IVR,CTI). - Bachelor’s degree preferred in accounting, finance, insurance, business, or closely related field. Years’ experience in closely related work may be substituted in lieu of degree. - Detail oriented with ability to multi-task in a dynamic environment, working in teams or independently. - Required Spanish Bilingual. Ability to speak, understand, and write in Spanish and English.