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Customer Billing Representative in Lansing, MI at AF Group

Date Posted: 4/2/2018

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 Service Center 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

    This description identifies the responsibilities typically associated with the performance of the job. The percentage of time in any responsibility may vary between positions. Other relevant essential functions may be required.


    High school diploma or G.E.D. with one (1) year relevant course work (minimum 30 credit hours) in insurance and/or a related field with progress towards or completion of Insurance Institute of America (IIA) or other insurance-related designation(s). Combinations of education and experience may be considered in lieu of a degree.

    Two (2) years experience with Accident Fund Insurance Company of America as a Policy Processing Representative.


    Four (4) years general office experience including two (2) years of customer service experience in an insurance organization exchanging information over the phone, resolving complaints and answering basic inquiries


  • Ability to work effectively in a multi functional, multi state business unit.
  • Knowledge of state specific premium billing rules.
  • Ability to accurately interpret and analyze premium billing data.
  • Excellent oral and written communication skills.
  • Excellent organizational skills and ability to prioritize work.
  • Ability to manage multiple priorities and meet established deadlines.
  • Knowledge of computers.
  • Basic knowledge of word processing.
  • Basic knowledge of spreadsheet software.
  • Strong analytical and problem solving skills.
  • Knowledge of multi-line telephone system.
  • Ability to process transactions on core processing systems.
  • Ability to enter alpha/numeric data accurately.
  • Ability to proofread documents for accuracy of spelling, grammar, punctuation, and format.
  • Excellent math skills with the ability to use a ten-key adding machine.


  • Knowledge of bookkeeping and financial institution/EFT procedures.
  • Successful completion of business writing course.


    Work is performed in an office setting with no unusual hazards.

  • May be required to work a later shift, depending on seniority


    Reading Comprehension, Intermediate Windows, Basic Word and Basic Excel. Alpha Numeric, Proofreading, Math and 10-key

    Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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