Client Services Representative

A Client Services Representative researches and resolves issues and concerns for clients and Sales related to all Hibu products.   A representative provides accurate information regarding company products and processes, partners with clients and Sales to resolve claims, and works to retain clients by reselling product value when appropriate.

A Client Services Representative is responsible for answering calls from Client’s and Sales regarding any billing-related concerns the Hibu Support team is unauthorized to handle.  A representative processes credit cards and ACH payments made during phone calls or as part of claim resolution.  A representative must ensure all clients’ account information is accurate and updated when necessary.  Clients’ information is vital as it directly impacts clients’ billing and financial reporting.

Additionally, a Client Services Representative may handle special projects or additional tasks as assigned by management.

Primary Responsibilities:

• Handle appropriate calls as one-call resolutions to increase client satisfaction.
• Must be knowledgeable of Hibu processes and policies.
• Handle incoming phone calls from clients, other departments, and sales, regarding claims, payments, or other general inquiries. Must maintain department service level expectations.
• Conducts a thorough investigation into every claim concern.
• Process advance payment deposits and customer payments via credit card transactions and ACH transactions.
• Research clients’ billing issues and take any specific action required as well as ascertain why the problem occurred.
• Resolve inquiries in a timely manner, adhering to department specific standards.
• Initiate refund requests for clients due to overpayments, credit adjustments, or misapplication of payments. May handle refund requests from other departments.
• Must get appropriate approvals following the Client Services Authority Levels.
• Handles miscellaneous duties as required.

Competencies / Critical Skills:

• Knowledgeable of Hibu processes and policies.
• Strong communication skills, both written and verbal.
• Ability to work independently and multi-task.
• Strong resolution & negotiation skills.
• Excellent organizational skills and must be detail oriented.
• Client for Life mentality – must be able to balance client satisfaction vs. company revenue impacts.

Experience, Qualifications, Technical Requirements, Education:

• Minimum of 2 years’ billing and/or client facing experience preferred.
• Microsoft (Excel, Word, Outlook).
• Strong communication skills, verbal and written.
• Strong analytical skills.
• Ability to prioritize without direct supervision.
• Excellent customer service skills.

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