POSITION SUMMARY

Fulltime Customer Service/Billing Representative

Performs data entry of information to maintain database(s) through custom software. Ensures the accuracy, efficiency and retrieval of processed data. Processes all monthly billing. Proofs material entered as required and generates data reports as required. Provides effective customer service by utilizing excellent, in-depth knowledge of company products and programs.

ESSENTIAL FUNCTIONSPerforms data entry using word processing, spreadsheet or database commands and formats material as required.

Creates data directories/subdirectories for file and report generation retrieval purposes. Maintains paper and/or disk file of entered data.

Reviews discrepancies in data received, requests clarification or advises supervisor of issues related to data and performs data verification routines in accordance with company procedures.

Interacts with departmental and other staff on matters affecting data makes recommendations for improvement or enhancement to job processes to ensure standards in data entry, collection and retrieval.

Processes batching for draft billing for all members with monthly credit card and checking/savings account billing.

Maintains administrative records of all current and outstanding accounts (i.e., account change forms, status reports, etc.)

Determines the status of delinquent membership accounts by recording available information and determines proper course of action (i.e., deletion and referral for further legal and collection action).

Contacts all members that have past due balances and establishes repayment arrangements.

Communicates pertinent information to all managers, staff and members as required.

Responds to escalated member issues forwarded by field operations. Resolves escalated issues using critical thinking skills and approved levels of discretion/empowerment.

Develops and maintains high level of knowledge of customer service inquiry, account maintenance and other internal systems.

Makes supervisor and senior management aware of any new or unusual developments regarding any and all member related or system related matters.