Customer Billing Coordinator

Job Description

Job Description

About Armed Forces Benefit Association (AFBA)

The Armed Forces Benefit Association (AFBA) was established in 1947 in the basement of the Pentagon with the support of the General of the Army, Dwight D. Eisenhower, to ease the strain on military members and their families. At the time, life insurance that would pay a death benefit if the member was killed in combat was not available. Today, AFBA continues to honor its mission, in war and peace, for those who serve this great nation including our military, emergency first responders, government employees and contractors, and their families. We continue promoting member’s welfare through death benefits and other member benefits. AFBA death benefits are funded by life insurance underwritten by 5Star Life Insurance Company (“5Star Life”).

Through the values of Integrity, Commitment, Stewardship, Service, Patriotism, Inclusiveness, Culture, and Social Justice, our team provides insurance solutions for those who serve, defend, and protect our great nation in the armed forces, as well as first responders, federal government and department of defense employees, and our country's civilian workforce. We welcome you to apply and consider joining our team of service-focused professionals.

This position is located Staunton, Virginia and is in person 5 days per week.

About the role:

This position is responsible for customer service duties supporting members that are paying via direct bill (invoice) or ACH (bank drafts). Promptly and accurately respond to all insurance inquiries and complete appropriate actions to provide high levels of service to customers, colleagues, and market partners. Daily posting and reconciling of all incoming payments. Coordinate with the bank and Staunton team to ensure timely and accurate account reconciliation.

• Respond to incoming calls and message from customers and market partners accurately, courteously, and promptly
• Perform duties generated by phone calls – update all record information, make follow up calls, generate correspondence, process terminations and changes, refer leads, etc.
• Order duplicated certificates of coverage daily after verifying accuracy of member info
• Work incoming correspondence daily (mail, email), update systems and send responses as needed
• Send various customer correspondence daily for routine coverage actions, and process all returned forms
• Take initiative to schedule and perform assigned actions relating to coverage maintenance in appropriate systems, and work assigned cases and issues promptly
• Run and work assigned reports monthly
• Daily posting and allocation of payments
• Reconcile deposit reports
• Offer any suggestions that might be helpful to department functioning and workflow process improvement
• Stay abreast of policy and procedure changes and utilize informational resources
• Assist Policy Holder Accountant with daily issues as they arise

 

  What we are seeking:

• College degree or equivalent work experience
• Experience with accounts receivable, billing, reconciling payments, and Microsoft Platforms and products
• Working knowledge of life insurance or the ability to learn
• Effective oral and written communication skills in person, by phone, email, or other business correspondence
• Ability to perform routine tasks while maintaining focus and attention to detail
• Ability to guide conversations and use appropriate words and tone when dealing with difficult customers or situations, maintaining a professional demeanor
• Ability to accept responsibility for organizing assignments and workflow
• Flexibility in adapting to changes in systems, procedures, and guidelines
• Demonstrate complete adherence to privacy laws and company privacy guidelines, and appropriate level of concern for the safeguarding all client information
• Ability to manage time effectively

 

Benefits we offer:

• health insurance (medical, dental, and vision)
• flexible spending accounts (medical and dependent care) 
• 401k plan with generous employer match
• paid time off
• paid holidays (12)
• life insurance
• short- and long-term disability insurance
• employee assistance program
• professional development & tuition reimbursement
• career growth opportunities
• friendly, collaborative culture

Qualified people of all races, ethnicities, ages, sex, genders, sexual orientations, national origins, gender identities, marital status, religions, veterans' statuses, disabilities, and any other protected classes are strongly encouraged to apply. As an equal opportunity workplace, we are committed to creating an inclusive environment for all employees. AFBA and 5Star Life Insurance Company endeavors to make reasonable accommodations to the known physical or mental limitations of qualified applicants with a disability unless the accommodation would impose an undue hardship on the operation of our business. If an applicant believes they require such assistance to complete the application or to participate in an interview, or has any questions or concerns, they should contact Human Resources (hr at afba dot com). EEO is the Law (Link to external DOL site). AFBA and 5Star Life Insurance Company is an Equal Opportunity Employer and an E-Verify Employer.