AIS Policy Processor/Customer Service Representative

About the Role

This role involves providing comprehensive support to customers, agents, claims, and state office personnel by answering questions, analyzing and solving problems, and ensuring operational excellence. The position requires a deep understanding of policy coverages across all lines of insurance and the ability to process policy changes, reinstatements, and cancellations accurately. The role also champions team growth and success while maintaining a strong focus on customer service and operational efficiency.

Responsibilities

• Answer questions for customers, agents, claims, and state office personnel.
• Analyze and solve problems as they arise.
• Stay updated on policy coverages for all lines of insurance.
• Review, analyze, and process policy changes, reinstatements, and cancellations using PolicyCenter and BillingCenter systems.
• Assist agency and state office personnel in investigating questions.
• Explain the billing process to customers, agency, and state office personnel.
• Research, modify, and submit PolicyCenter transactions requiring manual intervention.
• Research payments and bills in BillingCenter and make necessary adjustments.
• Resolve credit card processing issues and accept payments over the phone.
• Gather missing information from policy transactions by consulting with agents and/or underwriters.
• Analyze billing accounts to answer customer inquiries about monthly statements.
• Share pertinent information with team members in a timely manner.
• Submit policy transactions requested by Underwriting and initiate manual letters as needed.
• Field membership, policy, and billing-related questions from agency and state office personnel.
• Reverse payments returned by financial institutions.
• Handle exceptions related to payment adjustments requested by agency and state office personnel.
• Research and process tier reviews to ensure compliance with underwriting guidelines.
• Analyze and correct errors from the nightly batch cycle.
• Answer inquiries regarding the Web Portal, including registration and payment processing.
• Maintain proper documentation for phone calls and inquiries.
• Resolve problems by analyzing policy information, identifying errors, and taking corrective action.
• Address assigned reports according to established procedures.
• Perform cross-training in other positions within the department as needed.

Qualifications

• Bachelor’s degree preferred or equivalent education/experience in Customer Service.
• Experience with Microsoft Office products preferred.
• Knowledge of Guidewire systems (PolicyCenter and BillingCenter) preferred.
• Strong attention to detail and accuracy.
• Professionalism and courtesy in interactions with teammates, departments, and vendors.
• Positivity and willingness to collaborate in a team environment.
• Initiative to ensure work is completed within service level agreements.
• Ability to learn new tasks quickly and adapt to a fast-paced, changing environment.
• Self-motivation and willingness to ask questions when necessary.
• Excellent organizational skills and attention to accuracy.
• Excellent verbal and written communication skills.
• Excellent listening skills.

Skills

• Problem-solving and analytical reasoning.
• Ability to work under pressure and on own initiative.
• Strong organizational and time management skills.
• Effective communication and collaboration.

Other Responsibilities

• Follow and demonstrate the KFB Guiding Principles: Champion People, Connectivity, Operational Excellence, and Customer Service.
• Participate in cross-functional training related to critical team functions and tasks.
• Assist teammates within Policy Services as needed.

Physical Demands: Normal vision/hearing with or without correction; sitting.

Mental Demands: Prolonged concentration; analytical reasoning; ability to work under pressure and on own initiative.

Environmental Factors: Standard office lighting, temperature, and noise.

Equipment: Laptop; telephone and headset; printer/copier/scanner.