LWCC is a Champion of Louisiana business and proud to be headquartered in the state capital, Baton Rouge. As a model single-state, private mutual workers’ comp company, we promote safety, security, and stability in Louisiana. LWCC is dedicated to excellence in execution, from underwriting to life-long care of injured workers. We are proud to partner with our agents, and together deliver outstanding service to policyholders and their workers. Our commitment is to be there for Louisiana. Always.
We are Louisiana Loyal, more than a tagline, this is a mantra and a movement that inspires us to be a catalyst elevating Louisiana’s position in America. We hope to inspire other Louisiana businesses and citizens to join us in helping Louisiana thrive by bettering our state one business and one worker at a time.
In 2023, the company was named as a Best Place to Work by the Greater Baton Rouge Business Report for the fourth time. LWCC has been recognized by industry leading benchmarker AON and named to the Ward’s 50 group of top-performing insurance companies for achieving outstanding results in the areas of safety, consistency, and performance over a five-year period, 2015-2019.
Our company offers an excellent benefits package including health, dental, vision, life and disability insurance; a 401(k) savings plan; educational assistance; and an on-site fitness center. LWCC is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, religion, sex, age, handicap, Vietnam era or disabled veteran status. For more information on the corporation and its services, please visit www.lwcc.com. To learn more about Louisiana Loyal, please visit louisianaloyal.com.
Overview
Provides unparalleled, billing-related customer service to policyholders and agents by analyzing and resolving problems in billing. Performs work necessary to complete service requested by the insured or agent. Performs duties as outlined below or assigned with an intermediate level of supervision.
Roles, Responsibilities, and Priorities
MAJOR AREAS OF ACCOUNTABILITY
- Takes payments by phone in a professional, accurate and confidential manner.
- Analyzes and resolves customer inquiries by phone regarding billing issues.
- Prints and faxes invoices, policy summary statements by request of the agent or insured as requested.
- Analyzes and reviews credit balances on canceled accounts, and prepares refund requests for approval.
- Performs all duties and responsibilities in a timely and efficient manner and in accordance with prescribed company policies and standards.
- Researches payments through Payconnexion /Receivables Edge websites.
- Places accounts on HOLD at request of underwriting, only after review of the account to determine if such is within authority and guidelines.
- Sets up collection schedules in the LWCC billing and policy systems, in accordance with extension of credit guidelines and authority limits. Notifies UW of scheduled terms and future billings and balance once schedule has been established.
- Reviews account when NSF payment is received, and sends notification of pending cancellation due to NSF payment to check-writer, with cc: to underwriter.
- Prepares and sends policy breakdowns to customers (internal and external) upon request.
- Processes write-offs received from collection department and/or production staff.
- Communicates effectively with policyholders and agents, works cooperatively with other company personnel to fulfill the objectives of this position.
- Confers with unit manager to discuss work process, plans and/or actions to be performed; presents problems and concerns.
- Approaches job in a conscientious professional fashion, demonstrating a sense of responsibility. Exhibits an ethical manner of conduct and keeps sensitive information confidential. Demonstrates a willingness to contribute what is necessary to get the job done.
- Serves as resource person for less experienced team members and assists in resolving technical questions or problems. Assists in training of team members.
- Performs other duties and responsibilities assigned.
Desired Skills and Experience
PERSONALITY/WORKING STYLE
- Strong character
- Alignment with company values, mission, and vision
- Trustworthy and honest
- Willingness to learn and adapt
- Team-oriented
- Customer centric
- Empathetic listener
- Commitment to deliver an unparalleled customer experience
- Desire to collaborate to achieve corporate goals
- Strong communicator
- Strong oral and written communication skills
- Critical thinker - ability to problem solve to help resolve various customer issues
- Committed to contributing to a positive team environment
- Strong interpersonal skills
EDUCATION AND EXPERIENCE
- High school diploma required. Associates degree and/or 3-5 years’ relevant experience preferred.
- Computer literacy and ability to work in multiple systems
- Experience in customer facing roles a plus
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