Broker Billing Specialist

3 weeks ago

Winnipeg, Canada Wawanesa Insurance Full time

**Date**:Jan 29, 2024

**Location**: Hybrid - Winnipeg, MB, CA

**Company**:Wawanesa Insurance

**Job ID**:7479

**Working Business Language**: English

**At Wawanesa, we’re proud to offer a hybrid work environment that offers flexibility to our employees in balancing in-office (15 hours per week (or 2 days) in a Wawanesa office) and remote work. You may work from any of the following locations: Manitoba**

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

**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.

**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.
- 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.
- 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.
- 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 Avaya Telephony 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

LI-Hybrid

**Wawanesa is proud to be one of **Manitoba's Top Employers** for 2023 recognizing that we are an exceptional place to work**

Wawanesa provides its employees with a **respectful**, **challenging **and **rewarding **environment where they can maximize their potential while contributing to the company’s goals. Our full-time permanent employees are provided with **highly competitive compensation packages** (salaries, generous vacation allowance, leave top up, annual bonus plan, premium free benefits and a pension plan). Wawanesa provides a **stable environment** for its employees in today’s challenging markets.

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