• Customer Service Representative - Billing (Bilingual Preferred)

    Job Locations US-WI-Sheboygan
    Job ID
    Services - Customer Service
  • Overview

    Acuity is seeking a Customer Service Representative that processes all cash, handles exposure to direct and manual billing procedures and heavy phone correspondence with agents and insureds beginning January 29, 2019.




    • Answers phone calls and electronic correspondence received in ACMS regarding billing questions and requests. Addresses basic issues regarding payments received, policy status, and payment plan type. Identifies complex situations requiring the involvement of other units. Provides account summaries by phone or in written form. Determines payment amount needed to reinstate a policy. Accepts check and credit card payments over the phone. Responds to customer chats. Documents all phone calls and chats. (57%)
    • Processes cash payments. Opens, verifies, batches, and inputs statements. (21%)
    • Processes cash exceptions, billing type changes, billing plan changes and supplemental coverage bills. (8%)
    • Processes manual billings for prior term endorsements and audits. (<1%)
    • Determines and inputs new term and revised deferred billing schedules. (<1%)
    • Prepares the appropriate letters and notices for application rejections, non-renewals, mid-term cancellations and reinstatements that cannot be effectively handled by the system. (2%)
    • Logs incoming paper audits into the mainframe, logs audit disputes into a database and processes audit items in ACMS (Automated Content Manager System). (4%)
    • Requests loss runs for agents, insureds, and the variable dividend process. (1%)
    • Assists with the collection process. (11%)
    • Calculates variable dividends. (1%)
    • Contacts new commercial customers to welcome them to Acuity and introduce them to the many resources available on the website. (<1%)
    • Regular and predictable attendance.
    • Performs other duties as assigned.





    High School Diploma.



    • Prior telephone customer service experience helpful.
    • Spanish speaking ability preferred, but not required.


    • Must be an extremely reliable, accurate, responsible, mature person.
    • Strong communication and telephone skills.
    • Willingness to provide telephone coverage until 6:00pm.
    • Computer knowledge with data entry background.
    • Ability to achieve 6,000 - 6,500 keystrokes per hour on alphanumeric data entry with minimal errors.
    • Accuracy with numbers.
    • Good problem solving skills.
    • Familiarity with the use of a basic calculator.
    • Willingness to constructively and professionally share ideas and voice opinions in monthly team and individual meetings.

      This position is classified as non-exempt.




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