Payment Support Specialist - PFP - The Family Security Plan

Job Overview

The Payment Support Specialist (PSS) is responsible for improving paid business and persistency by educating and supporting the sales organization through coaching sales representatives on billing methods, accuracy in completing applications, selling the need of credit union members, and following the best billing method for the members. Payment Support Specialist assists sales representatives in selecting payment options that are best suited for members and ensuring that new agents understand and utilize all billing methods and options. Responsible for maintaining the accuracy of premium calculations for policy payments. PSS is knowledgeable in all payment methods and variations between all credit unions in all regions.

Works closely with credit unions, field/phone sales managers, agents, and insurance carriers.

This role requires critical thinking and embodies elements of customer service which is used to build credit union relationships. This role has potential for travel as part of credit union relationship building and process clarification.

Duties and Responsibilities:

• Work to keep PFP-families protected by reviewing monthly billing for set up and accuracy which results in policy payments.
• Coach sales representatives on billing methods, accuracy in completing applications, selling the need of credit union members, and following the best billing method for the members.
• Work diligently to ensure all new insurance account sales are set up according to premium sold.
• Communicate with credit union on adjustment to deductions (increases or decreases) weekly.
• Work consistently to enhance current processes through investigation and creativity.
• Communicate professionally with credit unions and carriers in a timely fashion as part of follow up or research.
• Convey the root cause of the billing issue to the credit union staff and resolve them in a timely manner.
• Release applications from holding workbaskets with confirmed account number provided by credit union or selling agent.
• Document internal system (CRM) with account updates and changes.
• Fax or email Non Branch account number requests to the credit union.
• Track and complete account number changes provided by the credit union.
• Process withdrawal/lower before issue requests from the dashboard.
• Assist phone sales agents with billing inquiries.
• Process carding requests for increases: 421 increases.
• Build strong relationships with our credit union partners, carriers and internal staff.
• Process carrier report i.e. Invalid logs, New Business without Payment Reports etc.

Education, Skills, and Qualifications:

• Monday – Friday 9:00 – 5:00
• Monday, Wednesday and a third day in office, the rest of the week is work from home!
• This position is hybrid and will require the employee to be within commutable distance to our Corporate Headquarters (Orange, CT)