Customer Service Representative chez SFM Mutual Insurance Company

Customer Service Representative

 SFM – The Work Comp Experts

Work somewhere you love

SFM is unique in that we are small enough that your voice is heard but has all the benefits and perks of a larger employer. We value your opinion, help you reach your goals, and make it easy for you to maintain work-life balance. SFM is committed to creating the best work environment and believes that our exceptional and motivated employees are our greatest strength. SFM emphasizes work life balance, and our benefit package is designed to assist you in navigating your work-life journey.

Our benefits include:

• Affordable Medical, Dental, Vision Insurance, HSA, FSA
• Flexible hybrid work environment
• Traditional and Roth 401(k) plans with company match
• Company contributions to help pay off student loans
• Monthly home internet allowance
• Free life insurance, STD & LTD
• Opportunities for annual gainshare bonus 
• Pet insurance
• Generous PTO
• 9 paid holidays 
• Paid parental leave
• Annual company-wide volunteer day
• Discounts on gym memberships, fitness apps and weight loss programs
• Adoption financial assistance

Visit our careers page to learn more about working at SFM.  

About SFM

Since 1983, our mission has been to be the workers’ compensation partner of choice for agents, employers and their workers. In that time, we’ve expanded to well over 25,000 customers in the Midwest and grown our offerings to include vocational rehabilitation, loss prevention, medical services and more. Though much has changed through the years, our focus continues to be unrivaled customer service, safety, and providing better outcomes for employers and injured workers.

The role

 As a Customer Service Rep working in SFM's Finance Department, you will provide support to our policy holders and agents while delivering high quality customer service. You will play an essential part in upholding SFM's mission statement to be customer focused and helping our policy holders.   You will perform a variety of tasks that include accounts receivable duties, taking phone calls answering questions and entering data into the systems to ensure premiums are received correctly. This position requires frequent customer contact via phone and email.  You will manage the daily deposit functions to ensure accurate and timely application of payments. This is a fast paced job; no one day is the same! This position is a great way to launch your career at SFM.  We will provide you the training you will need to be successful and grow professionally. This position is hybrid and coming into the Corporate offices in Bloomington, MN is needed.

1. Provides high quality customer service to policyholders, agents and internal partners by answering customer phone calls, responding to voicemails and returning emails in an accurate and timely manner.
2. Works with various cross-functional teams to coordinate activities to answer questions, set up payment plans and all billing related matters.
3. Enters premium and deductible receipts into the policy database daily and does so with a high degree of accuracy and in a timely manner.
4. Listens and speaks clearly and concisely to both external and internal customers who have a wide variety of insurance knowledge by providing education regarding the billing process and answering questions, while understanding the needs of the customer. Maintains appropriate interactions with both internal and external customers.
5. Monitors receivables that are processed via the internal software system by ensuring amounts for paid and unpaid invoices are correct.
6. Handles and works on a variety of projects related to the needs of the business and or department, while working within established time constraints.
7. Verifies validity of account discrepancies by obtaining and investigating information from sources such as agents, policyholders and or underwriters.
8. Resolves invalid or unauthorized ACH transactions and conducts needed research to support the deductions from customer bank accounts by following internal company procedures.
9. Protects organization's value by keeping information confidential.
10. Pursues opportunities to increase job knowledge by participating in educational opportunities.

What we will love about you

• Two-year degree in Business, Accounting or similar field or equivalent experience that is relevant to the position.
• One year of experience working within a customer service role, accounting role, accounts receivable, preferred.
• Superior customer service and interpersonal skills.
• Bilingual skills are a plus.
• Good phone skills and the ability to handle difficult phone calls with diplomacy and tact. Excellent multitasking and verbal/written communication skills.
• Demonstrated ability to present information in a confident manner on the phone, in-person and via written communication.
• Ability to take direction and navigate through multiple systems simultaneously.
• Ability to problem solve and manage time sensitive tasks.
• Perform under strong demands in a fast-paced environment.
• Proficient computer skills, including experience with Microsoft Office Suite, especially MS Excel, internet.
• Proven ability to work in a collaborative, team environment.
• Must be accurate, organized, and highly detailed-oriented.
• Must be able to work on business premises as needed.
• Ability to work in a fast paced environment.

Work Environment & Physical Demands:

Regular attendance is required. Work takes place in a semi paperless environment on business premises or other remote location, using standard office equipment such as computers, phones, and copiers, which requires being stationary for extended periods of time. Will come into the office when asked to do so. While performing the duties of this job, the employee is regularly required to talk or hear and maintain concentration and focus. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms and work with close vision. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Work is performed indoors with little to no exposure to extreme outdoor weather conditions.

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The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay range:  23.69 to 33.16

The base pay posted is just one component of SFM’s total compensation package. The salary range listed represents the full compensation range for this position. Job title and starting pay will be based on the selected candidate’s relevant knowledge, skills, abilities and/or experience, and education, if applicable as well as internal equity with other employees in the same job classification.

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 SFM Mutual Insurance Company and each of its parent companies, subsidiaries and/or affiliated companies are Equal Opportunity/Affirmative Action Employers. All employment decisions are made without regard to race, color, religion, sex, national origin, age, sexual orientation, marital, familial, or veteran status, medical condition or disability, or any other legally protected classification.

 SFM Companies, EEO/AA Employers. SFM is a participant of E-Verify. Applicants have rights under Federal Employment Laws.