Sr Representative, Business Solutions Service Team

Business Solutions Service Team Senior Representative

The Service Experience Value Stream is focused on delivering efficient, accurate and customer-centered service experiences across the organization. The team partners across functions to support operational excellence, resolve customer needs and continuously improve service processes that strengthen relationships with clients, policy owners, agents and business partners.

***This role can sit in either Cleveland or Dallas***:

The Business Solutions Service Team Senior Representative supports the Employee Whole Life product line by reconciling and processing complex premium remittances while delivering exceptional service to agents, policy owners and employer groups. This role plays a key part in ensuring accurate financial processing, resolving payment discrepancies and maintaining strong business relationships with internal and external stakeholders.

The ideal candidate demonstrates strong analytical and organizational skills, exercises sound judgment in a fast-paced environment and effectively manages multiple priorities while maintaining a high level of customer service and operational accuracy.

What You'll Do:

• Reconcile and apply incoming life insurance premium payments for group billing arrangements, including employee additions and removals, new business payments, group terminations and policy restorations.
• Research and resolve payment discrepancies by partnering with agents, employers and payroll administrators to obtain outstanding requirements and ensure timely issue resolution.
• Manage inquiries via phone and email from agents, policy owners and employer groups while delivering accurate, responsive and professional customer support.
• Process financial and non-financial transactions through workflow and administrative systems while ensuring compliance with company procedures and regulatory requirements.
• Build and maintain strong business relationships with internal and external stakeholders to proactively address service needs, improve operational effectiveness and support positive customer outcomes.

What You'll Bring:

• High School Diploma or GED required; Associate's or Bachelor's degree preferred.
• Experience in accounts payable, accounts receivable, reconciliation or other accounting-related functions with the ability to research and resolve discrepancies.
• Strong customer service and communication skills with the ability to professionally manage incoming and outgoing communications.
• Demonstrated analytical thinking, attention to detail and problem-solving skills with the ability to make sound decisions in a fast-paced environment.
• Ability to manage multiple priorities, meet deadlines and work effectively across various systems and applications.
• Strong organizational, interpersonal and time management skills with a commitment to accuracy, accountability and service excellence.

Preferred Skills:

• Two or more years of customer service and/or call center experience within the financial services, banking or insurance industry.
• Experience processing financial transactions and working within workflow or administrative systems.
• Familiarity with billing or remittance processes.
• Experience collaborating with internal and external stakeholders.

Additional Information:

• Hybrid work arrangement with an in-office expectation of 1 day per month.
• Location: Cleveland, Dallas.
• Training – 10 to 12 weeks. Virtual classroom with 3 days onsite during first week. 8:30am CT to 5:00pm CT
• Full-time schedule Monday through Friday with flexibility to work any 7.5-hour shift between 7:00 a.m. and 6:00 p.m. CT.

Pay Transparency:

Salary Range: $46,500-$62,500

Overtime eligible: Nonexempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.