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Customer Billing Representative in Lansing, MI at AF Group

Date Posted: 3/20/2019

Job Snapshot

Job Description

Primarily responsible for supporting the billing needs of agents and policyholders providing accurate and consistent services regarding invoice inquiries and premium transaction activity. Approve changes in accordance with billing rules and procedures in compliance with Accident Fund and/or bureau rules and regulations. Contacts include ServiceCenter staff, Finance Department, Premium Audit Department, Claims Department, agents and policyholders.


  • Answers telephone inquiries from agents and policyholders regarding invoices and billing transactions.
  • Requests write offs to resolve small balance and NSF fee discrepancies within guidelines.
  • Reconcile accounts to clarify billing transactions and cash applications in order to provide customers with up-to-date account information/history.
  • Reviews and approves/declines policy cancellations and reinstatements.
  • Manages reinstatement exception requests and approves exceptions within authority.
  • Approves and documents payment arrangements with customers on audit balances per guidelines.
  • Processes pay by phone transactions to expedite posting of cash to insured's policy.
  • Requests money moves to ensure accurate posting of cash.
  • Processes and documents any manual billing exceptions.
  • Review payments returned from the bank. Contact customers to resolve banking information issues to avoid cancellation or collections.
  • Approve pay plan changes within authority
  • Process loss run requests
  • Prepares correspondence to communicate necessary information to agents and policyholders.
  • Coordinates and resolves customer complaints, errors and service issues.
  • Makes appropriate decisions based on interpretation of policies and procedures.
  • Supports appropriate response to Bureau, NCCI, and internal and external audit inquiries.
  • Works with minimum supervision


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