Account Representative

Job Title: Account Representative
Location: 111 W. Pleasant St. Milwaukee, WI
Pay Rate: $17.91/hour, paid weekly
Schedule: 3-4 weeks Training: 9AM to 5PM standard business hours, Mondays to Friday
Target Start Date: ASAP, pending completion of new hire onboarding

Position Summary:
As an Analyst, you’ll research, analyze, resolve and respond to inquiries and provide support in the development and maintenance of business processes for customers to achieve desired business results. You will also respond to escalated customer requests regarding premiums and refunds.

Key Responsibilities:

• Researches, analyzes, and resolves discrepancies, including escalated customer requests (claims, benefits, billing, eligibility, web access, and other service issues) from agents, employer groups, account management, and sales teams
• Handles escalated customer calls and inquiries
• Prepares and communicates reconciliation reports for employer groups or agents
• Builds and maintains relationships with key employer groups, brokers, and regional offices
• Provides ongoing support and training to team members on policies and standards
• Manages suspense account entries in accordance with regulatory standards
• Identifies and recommends process improvement opportunities
• Completes Customer Focus Interaction initiatives following established procedures to meet performance goals
• Documents and executes processes with minimal supervision from leadership
• Coordinates special projects to ensure accurate and timely resolution of issues
• Determines appropriate issues for escalation and assists management in resolving them
• Performs other related duties and responsibilities as assigned

Required Skills:

• Bachelor's degree preferred, High School required
• Minimum of 1-2 years' work experience in customer service
• Experience in life insurance or executive benefit plans is an advantage
• Proficient in Microsoft Excel, Word, and internet tools
• Strong customer service and communication skills (written and verbal)
• Excellent problem-solving, analytical, and decision-making abilities
• High attention to detail and strong organizational skills
• Ability to prioritize tasks and manage workload effectively
• Team-oriented with strong collaboration skills

Upon acceptance of offer, candidates will be required to submit to a 10-year criminal background check, urinalysis drug screen, and soft credit screen.