Trustmark Benefits
Summary: Under minimal supervision, effectively services newly on-boarded clients and clients with re-enrollments of Trustmark and other Voluntary products by coordinating a seamless transfer from the Sales Implementation team. In this role, you will service National Account cases with Trustmark and large cases with consolidated billing and multiple carriers/vendors. These cases may include newly developed agent/broker relationships and/or complex cases with multiple locations. A focus on accurate billing data, timely remittance of premium and superior client service is paramount to strengthening and maintaining our clients’ loyalty.
Additional focus area will be around servicing client’s (employer, broker, enrollment company, etc.) and inner company’s request for information and issue resolution leading to an assessment of the “health” of the client.
Please note this position is remote and can be performed anywhere within the U.S.
Responsibilities include:
- Coordinates information with Client Payroll Deduction Specialists for a seamless transition from implementation to post-implementation maintenance.
- Maintains a consistent level of contact with Clients throughout the post-implementation process to ensure change reports, list bills and payment reconciliation summary reports are accurate.
- Generates out-bound phone calls to internal and external clients for pro-active service
- Receives in-bound phone calls and handles or transfers to internal departments as necessary
- Participates in payroll deduction issue resolution.
- Responds to email, fax, mail and verbal inquiries from internal and external clients based on research and analysis.
- Researches complex billing inquiries with a focus on timely and optimal resolution.
- Analyzes data and collaborates with others to obtain necessary information for completing requests from internal and external customers (bills, check requests, change reports, reconciliation summaries, etc.)
- Problem solves discrepancies in information form carriers, TPA’s, employers or other data sources to ensure timely payment and policyholder payment.
- Schedules on-line tours and demonstrates the on-line inquiry system to external clients.
- Acts as a subject matter expert for processing.
- Presents billing overviews for various audiences, including VIP’s or internal staff.
- Follows up on initial premium for new or re-enrolled cases ensuring appropriate steps are taken to enable employee deductions.
- Participates in process improvement or other event(s) as a project resource.
- Assists with client suspense account reconciliation.
- Processes change requests from external customers.
- Other duties as assigned.
Qualifications:
- High school diploma or GED, and 2 – 4 years Customer Service experience or Associate Degree
- Excellent phone skills required.
- Strong Collaboration skills required.
- Experience in leading and providing direction to new or lower-level employees.
- Keyboarding & data entry skills
- Excellent Business Communication Skills (verbal and written)
- Proficient Use of Word, Excel, Outlook and PowerPoint required.
- Detail Oriented with multi-tasking abilities.
Preferred but not required experience:
- Worksite Insurance experience
- Payroll deduction experience
- Associate or Bachelor’s Degree
- Experience in researching difficult customer issues
- Experience in collaborating with other Third Party Administrators (TPAs), Carriers, Vendors
- Negotiation skills