Customer Service Representative

Merchants • Buffalo, NY

4d • Hybrid

About The Position

Merchants Insurance Group, a leading Property and Casualty Insurer in the Northeast, is seeking an experienced Customer Service Representative for its Buffalo, NY location. The role involves joining a dedicated Customer Service team focused on building and maintaining effective customer relationships by efficiently responding to billing inquiries and processing billing information. Merchants Insurance Group is recognized for its financial strength and is a consistent top employer, with recent accolades including Best Places to Work in Western New York, Fast Track Company, Top Private Company, Ward’s 50® top-performing property-casualty insurer, Ivans Spark Award for Innovation, and recognition on Newsweek and Statista’s America’s Most Reliable Companies list.

Requirements

• High school graduate or GED.
• A minimum of one year customer service experience and/or insurance experience.
• Experience in a fast-paced work environment.
• Excellent communication skills both oral and written.
• Microsoft office experience.
• Proven organizational skills.

Nice To Haves

• Prior ImageRight experience a plus.

Responsibilities

• Provides customer service to policyholders and agents over the phone at a level that is consistent with Merchants Insurance Group’s Billing and Customer Service quality and production goals.
• Acts as the primary contact with agents, policyholders, and internal colleagues.
• Provides assistance with researching and resolving all billing inquiries via incoming telephone calls, mail, email, and fax inquiries from agents, policyholders, or regional offices within 24 hours of the inquiry.
• Processes electronic payments for both insureds and agents.
• Ensures payment calls are properly recorded and documented within ImageRight.

Benefits

• Welcoming and positive work environment
• Colleague Appreciation events
• Flexible work arrangements, including flex scheduling and summer hours.
• Hybrid work schedule.
• Competitive pay scale
• Generous paid time off package
• Health, Dental, Vision, Life Insurance
• Short Term Disability
• 401(k) employer match amount is 100% up to 6% of your annual contributions.
• You are immediately 100% vested in the employer match dollars
• Outstanding company bonus program
• Tuition Reimbursement

What This Job Offers

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