Payroll Service Representative Trainee

Illinois Mutual; Peoria (IL); On-site; USD 40,000 - 41,000; Full time

Benefits offered by this job

Compressed work week (4 1/2 days)

No monthly premium for employee health

Paid time off & holidays

401(k) with immediate vesting

Tuition reimbursement

Job summary

Illinois Mutual is seeking a Payroll Service Representative Trainee in Peoria, IL to handle billing, reconciliation and admin tasks for payroll deduction accounts. You’ll answer inquiries, process requests, and ensure accurate policy information under supervision.

Ideal candidates have 1 year of CS experience, payroll/billing exposure, and strong communication skills. Bilingual Spanish is a plus; the role supports a collaborative Policy Service team with training and growth opportunities.

Qualifications

• One year of customer service experience preferred
• Payroll or billing experience preferred
• Bilingual skills (Spanish) a plus

Responsibilities

• Manage phone calls in a call center environment
• Answer customer inquiries by phone, email or written correspondence
• Process basic customer requests including cancels, terminations, and reproductions of bills and update policy information
• Reconcile and process billings under direct supervision with timely payments and balancing of suspense accounts
• Develop skill base to apply company processes and use all systems
• Provide accurate, valid and complete information using departmental processes
• Identify and assess customers’ needs to achieve satisfaction
• Acquire basic knowledge for administering payroll deduction accounts
• Escape difficult or complex service situations as necessary
• Meet department service level agreements, quality and quantity goals
• Attend and participate in team and department meetings
• Assist other team members as needed
• Other duties as assigned that affect Policy Service department

Skills

Customer service

Phone handling

Communication

Multitasking

Education

High School diploma

Job description

Description

Job Summary

The Payroll Service Representative Trainee is responsible for the billing, reconciliation and administrative needs of all of our payroll deduction accounts under direction supervision. These tasks are completed via phone calls and incoming requests from our policyowners, agents, administrators or other customers. This position reports to the Policy Change Supervisor.

Primary Responsibilities

• Manage phone calls in a call center environment
• Answer customer inquiries by phone, email or written correspondence
• Process basic customer requests to include (but not limited to) cancels, terminates, and reproduction of bills and update policy information accordingly
• Reconcile and process billings under direct supervision to include (but not limited to) timely processing of payments received, balancing suspense accounts and working directly with employers as necessary
• Develop skill base to properly apply company processes and use all 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 our payroll deduction accounts
• Properly escape difficult or complex service situations as necessary
• Meet documented, department service level agreements, quality goals and quantity goals
• Attend and participate in team and department meetings
• Assist other team members as needed
• Other duties as assigned that affect the Policy Service department

Anticipated Salary

$40,000 - $41,000

Benefits Overview

We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:

• Compressed 4 1/2-day work week (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

Requirements

Job Qualifications

• High School diploma required, some college a plus
• One year of customer service experience required, payroll or billing experience preferred
• Prior insurance industry experience preferred
• Bilingual skills preferred (Spanish)
• Possess clear, concise oral and written communication skills
• Patient, empathetic and passionately communicative
• Customer driven and ability to adapt and respond to differing personalities
• Ability to effectively prioritize and monitor work 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 at all times
• Ability to multi-task and effectively meet deadlines
• Flexible and adaptable to changes
• Detail oriented
• Strong initiative and solid judgment abilities and skills
• Ability to work successfully in a team environmentProficiency in Microsoft Office Programs
• Strong mathematical skills
• Strong initiative to complete tasks and provide proactive, critical thinking