Premium Audit Customer Service Associate

The Premium Audit Customer Service Associate handles customer service calls and emails of a routine nature and is able to resolve most of the less complex calls, seeking guidance and direction as needed.

• Communicates with insureds and agents on less complex questions regarding policyholder report completion and premiums developed at audit.
• Explains routine audit results and terminology on vouchers for commercial lines insurance policies.
• Researches and identifies problems and disputes raised by insureds or agents by using imaged file, Workers Compensation, General Liability, and Classification manuals.
• Documents insureds concerns and all subsequent action taken by the department.
• Resolves issues and responds in a timely manner to questions from agents and internal/external customers.
• Analyzes incoming calls/emails to determine if audit is correct, if revision is needed or if account should be referred to a resolution specialist.
• Communicates with Audit Managers when information is received from insured concerning physical audit.
• Assists Accounting and Marketing offices with referrals regarding audit information or procedures.
• Maintains current working knowledge of basic rules, regulations and classification procedures applicable to premium determination.
• Maintains a working knowledge of state regulatory auditing requirements.
• Maintains a working knowledge of Commercial Line insurance and Premium Audit procedures.

• One or more years exposure to call center or insurance/premium audit work experience is preferred.
• Excellent oral and written communication skills required.
• Strong analytical and reasoning skills preferred.
• Good Microsoft Office skills preferred.
• Clearly expresses ideas, recommendations, etc. verbally and in writing preferred.

• Health Insurance
• 401k matching
• Paid Time Off
• Wellness Program
• Volunteer Encouragement

Taking care of our customers, our communities and each other. That’s the Travelers Promise.