Policy Service Clerk

Illinois Mutual Life Insurance Company • Peoria, IL

1d • Onsite

About The Position

The Policy Service Clerk works in the Policy Service Department and assists with accurate, timely billing, reconciliation, and payment processing for payroll deduction accounts, along with other departmental duties. The role handles customer inquiries and basic policy service requests, maintains policy information, and provides accurate information using departmental processes and procedures. The clerk develops knowledge of company processes, systems, and payroll deduction account administration, works under general supervision, and escalates complex service situations when necessary. The position also supports department service, quality, and quantity goals and assists colleagues as needed.

Requirements

• High school diploma or equivalent.
• One year of customer service experience.
• Clear and concise oral and written communication skills.
• Customer focus and ability to adapt and respond to differing personalities.
• Ability to prioritize and monitor work effectively to achieve timely results.
• Ability to maintain confidentiality and adhere to privacy standards.
• Ability to learn systems, processes, and procedures quickly.
• Ability to maintain professionalism.
• Ability to multitask and meet deadlines effectively.
• Flexibility and adaptability to change.
• Attention to detail.
• Strong initiative and sound judgment.
• Ability to work successfully in a team environment.
• Proficiency in Microsoft Office programs.
• Strong mathematical skills.

Nice To Haves

• Some college.
• Payroll or billing experience.
• Prior insurance industry experience.
• Bilingual skills, preferably Spanish.

Responsibilities

• Answer customer inquiries by phone, email, or written correspondence.
• Process basic customer requests, including cancellations, terminations, and bill reproductions, and update policy information accordingly.
• Reconcile and process billings under general supervision, including timely payment processing, balancing suspense accounts, and working with employers as needed.
• Develop the skills needed to apply company processes and use department systems.
• Provide accurate, valid, and complete information using departmental processes and procedures.
• Identify and assess customers’ needs to achieve satisfaction.
• Acquire and demonstrate basic knowledge for administering payroll deduction accounts.
• Escalate difficult or complex service situations as appropriate.
• Meet documented department service-level agreements, quality goals, and quantity goals.
• Complete policy searches as directed by state insurance departments and department leadership accurately and on time.
• Distribute department documentation accurately and on time, physically and electronically.
• Attend and participate in team and department meetings.
• Assist other team members as needed.
• Perform other duties assigned that affect the Policy Service Department.

Benefits

• Compressed 4.5-day work week with half-day Fridays.
• No monthly premium cost for employee medical, life, and disability insurance coverage.
• Paid time-off accrual, including annual rollover, and paid holidays.
• Competitive 401(k) plan with immediate vesting on company contributions.
• Discounted on-site employee cafeteria.
• On-site exercise facility and company-provided exercise time.
• Tuition reimbursement and training incentives.
• Access to voluntary dental and vision insurance coverage.

What This Job Offers

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