Client Services Representative

Primary Responsibilities

• Handle appropriate calls as one-call resolutions to increase client satisfaction.
• Must be knowledgeable of Hibu processes and policies.
• Handle incoming phone calls from clients, other departments, and sales, regarding claims, payments, or other general inquiries.
• Maintain department service level expectations.
• Conduct a thorough investigation into every claim concern.
• Process advance payment deposits and customer payments via credit card transactions and ACH transactions.
• Research clients’ billing issues and take any specific action required as well as ascertain why the problem occurred.
• Resolve inquiries in a timely manner, adhering to department specific standards.
• Initiate refund requests for clients due to overpayments, credit adjustments, or misapplication of payments.
• May handle refund requests from other departments.
• Must get appropriate approvals following the Client Services Authority Levels.
• Handles miscellaneous duties as required.

Competencies / Critical Skills

• Knowledgeable of Hibu processes and policies.
• Strong communication skills, both written and verbal.
• Ability to work independently and multi-task.
• Strong resolution & negotiation skills.
• Excellent organizational skills and must be detail oriented.
• Client for Life mentality - must be able to balance client satisfaction vs. company revenue impacts.

Experience, Qualifications, Technical Requirements, Education

• Minimum of 2 years’ billing and/or client facing experience preferred.
• Microsoft (Excel, Word, Outlook).
• Strong communication skills, verbal and written.
• Strong analytical skills.
• Ability to prioritize without direct supervision.
• Excellent customer service skills.

Benefits

Joining our team means not only working in a fun environment with smart people, but also being able to take advantage of our competitive compensation, ongoing training, incentives, and generous benefits package. Learn more about the Hibu culture here: Culture at Hibu.