Client Services Representative

About the role

A Client Services Representative researches and resolves issues and concerns for clients and Sales related to all Hibu products. A representative provides accurate information regarding company products and processes, partners with clients and Sales to resolve claims, and works to retain clients by reselling product value when appropriate.

A Client Services Representative is responsible for answering calls from clients and Sales regarding any billing-related concerns the Hibu Support team is unauthorized to handle. A representative processes credit cards and ACH payments made during phone calls or as part of claim resolution, and ensures all clients’ account information is accurate and updated when necessary. Clients’ information is vital as it directly impacts clients’ billing and financial reporting. Additionally, a representative may handle special projects or additional tasks as assigned by management.

Responsibilities

• Handle appropriate calls as one-call resolutions to increase client satisfaction.
• 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 thorough investigations into every claim concern.
• Process advance payment deposits and customer payments via credit card and ACH transactions.
• Research clients’ billing issues and take 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.
• Handle refund requests from other departments.
• Obtain appropriate approvals following the Client Services Authority Levels.
• Handle miscellaneous duties as required.

Skills

• Knowledgeable of Hibu processes and policies.
• Strong communication skills, both written and verbal.
• Ability to work independently and multi-task.
• Strong resolution and negotiation skills.
• Excellent organizational skills and detail-oriented.
• Client-for-Life mentality — ability to balance client satisfaction vs. company revenue impacts.
• Strong analytical skills.
• Ability to prioritize without direct supervision.
• Excellent customer service skills.

Qualifications

• Minimum of 2 years’ billing and/or client-facing experience preferred.
• Proficiency in Microsoft Office (Excel, Word, Outlook).

Benefits

Working with us means joining a team of extraordinary people working to improve communities across the country. Our team enjoys a fun environment with smart people, competitive compensation, ongoing training, incentives, and a generous benefits package.