Customer Service Representative - Hastings Mutual Insurance : Job Details

Position Summary

The Customer Service Representative provides service to agents and customers along with Hastings Sales and Underwriting staff by handling billing inquiries, credit card payment transactions, and resolving billing account issues over the telephone.

Position Location & Work Format

* This is a full-time non-exempt (hourly) position that will generally work within Hastings standard office hours of Monday - Friday, 8:00am - 4:30pm.

* This role will require the employee to work a hybrid work schedule consisting of both remote and in-office work at our Hastings, MI corporate offices each week.

Position Duties & Responsibilities

* Answers billing inquiries accurately and in a courteous, respectful, and helpful manner.

* Accurately processes customer credit card payment transactions.

* Answers direct bill and agency account inquiries from customers, agents, mortgage holders and Hastings personnel.

* Reviews account information, direct bill and or agency bill, and provides factual and accurate feedback to the caller's inquiries.

* Evaluates payment plan options available to customer based online of business and paid in full discount.

* Adheres to company confidentiality guidelines.

* Prepares account history documentation for customers and agents.

* Maintains accurate and detailed documentation in Clientele log.

* Determines and initiates policy/account reinstatement.

* Investigates and resolves misapplied or misdirected payments.

* Assists agents to access and use the Hastings billing website and billing portal.

* Assists agents to retrieve forms, documents, invoices, or APV proof of insurance forms from the Hastings website.

Candidate Requirements & Qualifications

* High school diploma or GED certificate is required.

* One year of Billing department experience or call center experience. Insurance background is preferred.

* Demonstrated ability to analyze data and problem-solve.

* Excellent verbal and written communication skills.

* Demonstrated keyboarding skills of at least 30 words per minute and 90% accuracy.

* Demonstrated PC skills including proficient use of Microsoft Office products.

About Us

At Hastings Insurance, our balanced corporate strategy focuses on implementing emerging technologies, cultivating strong independent agency relationships, and providing the right products to our policyholders.

We seek to strategically grow our product lines and continue to expand geographically while maintaining our financial stability and innovative nature.

Our talented employees are dedicated to providing excellent customer service to our agent partners and policyholders. Many of our employees have been identified as industry experts, and we value the knowledge and skills that they contribute to our success.

For more than 135 years, Hastings has helped our customers protect their valued assets and rebuild after devastating losses. We are proud to be rated an A (Excellent) insurance carrier by A.M. Best Company.

Our Commitment as an Employer

We value the strength of a diverse and inclusive workforce. Hastings Insurance is committed to providing equal opportunity for all employees and candidates in a work environment that does not tolerate any form of discrimination or harassment. Decisions related to employment are based on business needs, position requirements, and individual characteristics without regard to appearance, nationality, origin, race, color, religion, gender, sexual orientation, age, body, disability, veteran, family, marital status, or any legally protected class.

Hastings Insurance seeks to provide reasonable accommodation to disabled individuals in the hiring process in compliance with federal, state, and local law. Candidates requiring accommodation to complete their job application or participate in the interviewing process are asked to notify the Talent Acquisition Specialist or contact us at 800-###-####.