Customer Service Representative - Finance

Zurich Insurance Group • Overland Park, IL

2d • Remote

About The Position

Zurich North America is hiring a Customer Service Representative for its Finance Operations – Direct Bill Team. The role is based out of the Overland Park office, with remote-work flexibility for candidates in the Midwest. The employee will collaborate with their manager to set a schedule that supports the employee, customers, and team.

The representative resolves customer billing inquiries received by phone and email by researching issues and partnering with internal business partners. The role ensures customer questions are answered and actions meet or exceed established service levels, regulations, and procedures. It also involves applying payments properly and processing cancellations and reinstatements on time.

Requirements

• High school diploma or equivalent and at least 3 years of experience in account management; alternatively, a Zurich Certified Insurance Apprentice credential, an associate degree, and at least 1 year of experience in account management.

Nice To Haves

• Billing experience.
• SAP experience.
• Excellent verbal and written communication skills.
• Experience working with all levels of an organization.
• Excellent people skills.
• Ability to problem solve.
• Analytical problem-solving skills.
• Critical thinking skills.
• Ability to deescalate and show empathy.
• Robust experience with Microsoft Office, including Word and Excel.
• Experience with CRM software such as Salesforce.

Responsibilities

• Manage inbound customer calls and emails about billing, payments, and account inquiries.
• Research billing questions and partner with internal teams to identify accurate, timely resolutions.
• Clearly and professionally communicate billing information and resolutions to customers.
• Reconcile customer accounts, investigate discrepancies, and facilitate necessary corrections.
• Document customer interactions and provide appropriate follow-up through resolution.
• Oversee payment applications, policy cancellations and reinstatements, and aging follow-ups to support accurate and timely account resolution.

Benefits

• Competitive pay and comprehensive benefits for employees and their families.
• Potential eligibility for bonuses and merit increases.
• Short-term incentive bonus eligibility set at 5%.
• Growth, inclusion, and a supportive environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED