Customer Service Representative I
Location: GPM Life Insurance, 2211 NE Loop 410, San Antonio, TX 78217
Working Conditions: In-Office (without remote opportunity)
Schedule: 39 hours/week Monday-Friday; 5-hour workday on Fridays!
Job Type: Full-Time
As part of the team at GPM Life Insurance, you’ll strive to provide excellent customer service to our policyholders, agents, and GPM team.
ALL ABOUT THE POSITION
The Jr. Customer Service Representative-Premium Collections is the entry-level position in Customer Service. The Jr. CSR-Premium Collections is responsible for processing and maintaining premium payments, billing records, bank drafts, refunds, and policy payment adjustments to ensure accurate and timely posting of premiums. Duties include reconciling accounts, processing returned payments and delinquent policy transactions, preparing correspondence and notifications for agents and policyholders, maintaining records and spreadsheets, and distributing checks and funds to appropriate departments. Provides customer service to policyholders and agents, including in-person and telephone assistance, and supports the Contact Center and other Customer Service operations as needed while ensuring compliance with company procedures, regulatory requirements, and records retention standards.
- Receive and process premium payments from the lockbox, including balancing, updating records, and transferring funds as appropriate.
- Process premium payments received by live check at the Home Office.
- Process and provide notifications regarding over-loans on policies.
- Process and notify of non-sufficient funds (NSF) payments, including cancellation of bank drafts when applicable.
- Review and verify the bank authorization forms, process bank account changes and new bank draft setups, and verify banking information using voided checks.
- Send and maintain bank authorization forms sent by DocuSign.
- Prepare and submit pre-notifications (pre-notes) to financial institutions for bank draft arrangements.
- Request refunds for loan payoffs, premium overpayments, and other payment discrepancies.
- Notify agents and policyholders of returned initial premium payments.
- Reconcile Southern National Life billing records, update premium information, and submit the monthly reconciliation spreadsheet to Southern National Life.
- Assist with processing items generated by the POS 140 report, including mode changes, Non-Forfeiture Option changes, and Automatic Premium Loan (APL) processing to address delinquent policies.
- Take credit card payments from policyholders by telephone and apply payments to the policies.
- Prepare and deliver checks to other departments.
- Assist the Contact (Phone) Center with incoming calls as needed.
- Adjust premium due dates when authorized due to bank notification of returned or bounced checks
- Perform other duties as assigned.
ALL ABOUT YOU
We are looking for someone with:
- the ability to work as a team and independently
- attention to detail
- willingness to learn about life insurance
- effective communication and customer service skills
- time management and organizational skills
- great people skills
- a professional demeanor
EDUCATION AND EXPERIENCE REQUIREMENTS:
- High School or equivalent
- Minimum 2 years' clerical/administrative experience
- Working knowledge of MS Word and Excel
- Accurate data entry skills
- Customer service experience required
- Experience in a life insurance environment preferred
BENEFITS/PERKS
- 401(k) with company match
- Medical insurance
- Dental insurance
- Life insurance
- Vision insurance
- Generous PTO and holidays
- 5-hour workday on Fridays