Customer Care Associate II (Hybrid)

Selective Insurance Company of America•Richmond, VA

8d•$55,000 - $71,000•Hybrid

About The Position

Provide advanced customer service to internal and external customers for personal and commercial lines policies across multiple service areas, including Billing and PaySync® Services, performing tasks in either area as business needs dictate. This role handles complex inquiries, transactions, and problem resolution, requiring strong technical knowledge of systems and processes. Responsibilities include managing customer issues, processing payroll and/or billing transactions, supporting premium audits, and contributing to departmental projects and process improvements. This position is designed to provide coverage across multiple service areas. Employees will have a primary assignment but may be cross-trained to rotate between these functions based on business priorities, seasonal demand, or departmental needs. Flexibility and willingness to learn new processes are essential for success in this role. All duties must comply with legal and regulatory requirements.

Requirements

Excellent customer service and communication skills (verbal and written).
Ability to multitask in a fast-paced environment with attention to detail.
Strong proficiency in Microsoft Office (Word, Excel, Outlook).
Familiarity with insurance systems preferred.
Analytical and problem-solving skills; ability to troubleshoot and resolve issues effectively.
Ability to manage complex transactions and resolve escalated issues independently.
High school diploma or equivalent required.

Nice To Haves

1+ years in insurance industry or related field.
3+ years in customer service.
Experience with billing, claims, or payroll processing.
Bilingual skills a plus.

Responsibilities

Manage high-volume inbound calls in a call center environment, addressing Billing or PaySync inquiries.
Gather detailed information for new loss reports and payroll submissions, educate customers, and set expectations for claims or billing processes.
Determines when issues are to be escalated, and when to request exceptions above department guidelines.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits in a professional demeanor; follow up to ensure resolution.
Provide accurate, valid, and complete information by using the right methods/tools.
Identify and assess customers’ needs to achieve satisfaction.
Process and reconcile payroll data for PaySync accounts, including year-end and mid-year endorsements, and support premium audit processes.
Negotiate audit pay plans within outlined guidelines.
Escalate exceptions from management to the Billing Services team for review prior to offer to policyholder or agent.
Market and assist with customer sign up for online services.
Trouble shoot and assist with customer self-service calls to include assisting customers with information available on website.
To include updating email address, unlock an account, assist with disabled accounts, walk a customer through updating funding and making payments based on security guidelines.
Act as a liaison with internal departments (Billing Services, Premium Audit, Underwriting) and external partners (agents, payroll providers) to ensure accurate and timely resolution.
Contribute to departmental projects, reporting, and process improvement initiatives; assist in monitoring service levels and identifying gaps.
Provide onboarding support and peer coaching for new hires; may assist with quality reviews and training.
Maintain compliance with regulatory requirements and company standards for billing, claims, and payroll handling.
Perform other related tasks as assigned to support multiple service areas.