About the Role
Title: PaySync Services Representative (Remote)
Location: Richmond United States
Job Description:
At Selective, we don’t just insure uniquely, we employ uniqueness.
Our Business
Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective’s unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2024 and certification as a Great Place to Work in 2024 for the fifth consecutive year.
Working at Selective
At Selective, we don’t just insure uniquely – we employ uniqueness. Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.
Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and paid time off plans. Additional details about our total rewards package will be provided during the recruiting process.
Job Summary
Provide exceptional customer service to both internal and external customers for commercial lines policies. Support the PaySync program by processing all related payroll information for calculation of Worker’s Compensation premiums. Assist with the premium audit process by providing information regarding account history. Assist with gathering and analyzing internal and external data to support the PaySync program. Build and maintain solid relationships with Corporate, SBU, Regional management, Customers, Payroll Companies and Agencies to drive the success of the PaySync program. All job duties and responsibilities must be carried out in compliance with applicable legal and regulatory requirements. There is an onsite training period in Richmond, VA but this role will be remote thereafter. We are open to part time schedules for this role as well.
Job Responsibilities
- Manage incoming calls from internal and external customers in a call center environment.
- Manage account activity based on knowledge of PaySync systems and assist with questions or concerns.
- Determine when issues should be escalated or when to request an exception above department guidelines.
- Daily processing and review of customer payroll information submitted via internal systems or through payroll provider.
- Review the payroll file for accuracy and process the information by using multiple systems to manually input the data.
- Assist with new business and renewal PaySync registration. This includes email correspondence, assistance in enrolling on selective website to include updating personal information, unlocking accounts, disabled accounts, walking a customer through updating banking information, and assisting with self-reporting payroll.
- Assist customers in trouble shooting as well as self-service calls including directing the customer to the information available on the website.
- Process year-end and mid-year endorsements and provide necessary information for completing the premium audit process.
- Reconcile the audits against the reported figures and bill or refund the difference.
- Alert internal departments, agents or customers of any additional information needed or concerns.
- In PaySync services, help customers or agents enroll and/or remove their accounts.
- Establish non-renewals or cancellations due to non-compliance or no longer being eligible.
- Respond to customer emails in a timely manner using email templates and department guidelines. This may include resolving customer complaints or follow-up via phone, email or mail.
- Participate in special projects as needed by department as related to PaySync program.
- Support execution of the department’s strategies and key initiatives.
- May train employees performing related work.
Job Qualifications
- High school diploma or equivalent required;
- 1+ years of experience in Underwriting, Marketing, Billing or other related experience
- Must have an understanding of the insurance business model.
- Good customer service, networking and relationship building skills.
- Strong problem-solving ability and analytical skills.
- Demonstrated proficiency in Microsoft Excel, and Outlook.
- Pro-active, driven and takes initiative.