Client Services Representative

Hibu; Cedar Rapids (IA); On-site; USD 38,000 - 52,000; Full time

Job summary

Hibu is seeking a Client Services Representative to research and resolve billing-related issues for clients and the Sales team. You will provide accurate information about products and processes, partner with clients and Sales to resolve claims, and help retain clients by highlighting product value.

The role involves handling calls about billing concerns, processing payments via credit card and ACH, and ensuring client account information remains accurate and up-to-date.

Qualifications

• 2 years of billing and/or client-facing experience preferred.
• Proficiency with Microsoft Office (Excel, Word, Outlook).
• Strong communication skills, both verbal and written.

Responsibilities

• Handle appropriate calls to resolve client issues and inquiries.
• Research billing issues and take action to resolve discrepancies.
• Process credit card and ACH payments during calls or claim resolutions.
• Ensure client account information is accurate and up-to-date.
• Initiate refunds for overpayments or misapplied payments when needed.
• Collaborate with management on special projects as assigned.

Skills

Billing experience

Client communication

Analytical skills

Microsoft Office

Attention to detail

Tools

Excel

Word

Outlook

Job description

Job Requirements: A Client Services Representative researches and resolves issues and concerns for clients and Sales related to all Hibu products. The representative provides accurate information regarding company products and processes, partners with clients and Sales to resolve claims, and works to retain clients by reselling product value when appropriate.

A Client Services Representative is responsible for answering calls from Clients and Sales regarding any billing-related concerns that the Hibu Support team is unauthorized to handle. The representative processes credit card and ACH payments made during phone calls or as part of claim resolution. The representative must ensure all clients’ account information is accurate and updated when necessary. Clients’ information is vital as it directly impacts clients’ billing and financial reporting.

Additionally, a Client Services Representative may handle special projects or additional tasks as assigned by management.

Primary Responsibilities

• Handle appropriate calls as one‑call resolutions to increase client satisfaction.
• Be knowledgeable of Hibu processes and policies.
• Handle incoming phone calls from clients, other departments, and sales regarding claims, payments, or other general inquiries, and maintain department service level expectations.
• Conduct a thorough investigation into every claim concern.
• Process advance payment deposits and customer payments via credit card transactions and ACH transactions.
• Research clients’ billing issues and take specific action required as well as determine why the problem occurred.
• Resolve inquiries in a timely manner, adhering to department specific standards.
• Initiate refund requests for clients due to overpayments, credit adjustments, or misapplication of payments; may handle refund requests from other departments.
• Obtain approvals following the Client Services Authority Levels.
• Handle miscellaneous duties as required.

Competencies / Critical Skills

• Knowledgeable of Hibu processes and policies.
• Strong communication skills, both written and verbal.
• Ability to work independently and multi‑task.
• Strong resolution and negotiation skills.
• Excellent organizational skills and must be detail oriented.
• Client for Life mentality – must balance client satisfaction vs. company revenue impacts.

Experience, Qualifications, Technical Requirements, Education

• Minimum of 2 years of billing and/or client facing experience preferred.
• Proficiency with Microsoft Office (Excel, Word, Outlook).
• Strong communication skills, verbal and written.
• Strong analytical skills.
• Ability to prioritize without direct supervision.
• Excellent customer service skills.

NOTE: Hibu is an Equal Opportunity Employer and, consistent with applicable law, provides reasonable accommodations for qualified individuals with disabilities and disabled veterans in completing the job application process. If you need reasonable accommodation or are having difficulty completing our online application process due to a disability, please use the following email address: [e-mail]. This is not for general employment inquiries or correspondence. Hibu will only respond to requests related to those who need assistance with the online application process due to a disability.