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Job Title: Direct Bill Service Representative
Location: Wayne, PA
About Us: At USLI, we’re not just about insurance — we are committed to making a difference, both internally and externally. Our community is built upon five values: Caring, Attitude, Respect, Empathy and Energy. Our commitment to these values leads us to make better decisions and furthers our true sense of community. By joining our team, you'll be part of a vibrant organization that values innovation, collaboration, and growth. Here, you’ll have the opportunity to shape the future of insurance and make a meaningful impact.
Your Role: You will be a key part of our customer service team, handling incoming telephone calls and online communications regarding billing and payment inquiries. This is a customer-facing role that requires strong communication skills and the ability to multitask efficiently. Your goal will be to provide “USLI Experience" by offering excellent service and support to policyholders, brokers, and agents.
Key Responsibilities:
Customer service: Answer incoming telephone calls, emails and web chats regarding billing and payment inquiries for policyholders and insurance representatives in accordance with team standards
Issue resolution: Perform research and follow-up to respond to calls and online communications within established service promises
Documentation: Document call logs in a timely and descriptive manner
Additional support: Help callers with non-billing related issues in accordance with team guidelines and refer callers to appropriate parties as necessary
Professional attitude: Maintain a professional, enthusiastic, and caring attitude during every customer interaction
What You’ll Bring:
Communication skills: Strong oral and written communication skills
Service mindset: A positive, friendly attitude with a strong focus on customer service
Problem-solving skills: Ability to identify and resolve issues effectively and efficiently
Multi-tasking skills: Ability to manage multiple tasks and transition efficiently between them
Work ethic: Ability to work quickly, effectively and assertively under pressure in a fast-paced environment
Education: Desire to learn insurance and complete professional designations and other insurance education
Qualifications:
1 to 2 years of business experience
Insurance industry experience or call center experience is preferred but not required
Proficiency with computers and Microsoft Office is required
What We Offer: One of the advantages of working at USLI is the competitive salary and benefits program we offer full-time and eligible part-time employees. Benefits include performance-based triannual bonuses, medical benefits paid at 100% for full-time employees and 80% for eligible part-time employees, a profit-sharing program, free lunch every day while onsite, and more than 450 annual personal and professional development courses. Explore more company benefits.
Why USLI? At USLI, we are committed to fostering a vibrant and inclusive community that celebrates the rich diversity of all ethnicities, nationalities, abilities, genders, gender identities, sexual orientations, ages, religions, socioeconomic backgrounds, and life experiences. We understand the importance of continuous learning, self-reflection, acknowledging our biases, and expanding our perspectives beyond our own. We actively encourage open dialogue on diversity, equity, inclusion, and belonging to support a workplace where every individual feels valued, respected, and empowered to contribute at their fullest potential. Join us in building a diverse and inclusive environment where our shared values drive us toward excellence.
