Client Services Representative

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 clients 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.

Working with us means joining a team of truly extraordinary people working to improve communities across the country. Joining our team means not only working in a fun environment with smart people, but also being able to take advantage of our competitive compensation, ongoing training, incentives, and generous benefits package.

NOTE: Hibu is an Equal Opportunity Employer, and consistent with applicable law, provides reasonable accommodations for qualified individuals with disabilities and disabled veterans in completing our job application process. If you need reasonable accommodation and/or are having difficulty completing our online application process due to a disability you may use the following email address View email address on click.appcast.io: Please include your name and contact information and the title of the position you are interested in. Note: this is not for general employment inquires or correspondence. Hibu will only respond to requests related to those who need assistance with the online application process due to a disability