Customer Specialist - Billing

Acuity•Sheboygan, WI

10h

About The Position

Acuity is seeking a Customer Specialist - Billing to manage cash processing, handle direct and manual billing procedures, and maintain frequent phone communication with agents and insured clients. Internal deadline to apply: January 23rd, 2026 ESSENTIAL FUNCTIONS: Answer phone calls and electronic correspondence received in ACMS regarding billing questions and requests. Addresses basic issues regarding payments received, policy status, and payment plan type. Identifies complex situations requiring the involvement of other units. Provides account summaries by phone or in written form. Determines payment amount needed to reinstate a policy. Accepts check and credit card payments over the phone. Responds to customer chats. Documents all phone calls and chats. (57%). Processes cash payments. Opens, verifies, batches and inputs payments (21%). Processes cash exceptions, billing type changes, billing plan changes and supplemental coverage bills (8%). Processes manual billings for prior term endorsements and audits (<1%). Determines and inputs new term and revised deferred billing schedules (<1%). Prepares the appropriate letters and notices for application rejections, nonrenewal, mid-term cancellations and reinstatements that cannot be effectively handled by the system (2%). Logs incoming paper audits into the mainframe, logs audit disputes into a database and processes audit items in ACMS (Automated Content Manager System). (4%) Requests loss runs for agents, insureds, and the variable dividend process. (1%) Assists with the collection process (11%). Calculates variable dividends (1%). Contacts new commercial customers to welcome them to Acuity and introduce them to the many resources available on the website (<1%). Regular and predictable attendance. Performs other duties as assigned.

Requirements

High school diploma.
Must be extremely reliable, accurate, responsible, mature person with near perfect attendance.
Strong communication and telephone skills.
Willingness to provide telephone coverage until 6:00 p.m.
Computer knowledge with data entry background.
Ability to achieve 6,000 – 6,500 keystrokes per hour on alphanumeric data entry with minimal errors.
Accuracy with numbers.
Familiarity with the use of a basic calculator.
Good problem-solving skills.

Nice To Haves

Prior telephone customer service helpful.
Bilingual skills valued.
Willingness to constructively and professionally share ideas and voice opinions in monthly team and individual meetings.
Approximately 50% of the staff must rotate into corporate headquarters to complete essential tasks daily.

Responsibilities

Answer phone calls and electronic correspondence received in ACMS regarding billing questions and requests.
Addresses basic issues regarding payments received, policy status, and payment plan type.
Identifies complex situations requiring the involvement of other units.
Provides account summaries by phone or in written form.
Determines payment amount needed to reinstate a policy.
Accepts check and credit card payments over the phone.
Responds to customer chats.
Documents all phone calls and chats.
Processes cash payments.
Opens, verifies, batches and inputs payments
Processes cash exceptions, billing type changes, billing plan changes and supplemental coverage bills
Processes manual billings for prior term endorsements and audits
Determines and inputs new term and revised deferred billing schedules
Prepares the appropriate letters and notices for application rejections, nonrenewal, mid-term cancellations and reinstatements that cannot be effectively handled by the system
Logs incoming paper audits into the mainframe, logs audit disputes into a database and processes audit items in ACMS (Automated Content Manager System).
Requests loss runs for agents, insureds, and the variable dividend process.
Assists with the collection process
Calculates variable dividends
Contacts new commercial customers to welcome them to Acuity and introduce them to the many resources available on the website
Regular and predictable attendance.
Performs other duties as assigned.