Payment Concierge Specialist

 Who we are:
PFP - The Family Security Plan is a unique organization in the world of insurance. For over 50 years, we've been on a mission to make a positive impact on communities through strategic partnerships with local, regional, and national credit unions. As an organization dedicated to financial wellness, we empower the underserved community with affordable insurance protection. 

Job Overview

The Payment Support Concierge Specialist (PSCS) is responsible for improving paid business and persistency through educating and supporting the sales organization through calling out to policy owners who have missed either a first time payment or reoccurring payment on their policy. The PSCS will educate the member one the reason the payment was missed, discuss payment options and timeframes and will additionally take the necessary steps to correct the billing of the policy to ensure future payments are successful. The PSCS whenever possible will transfer interested members to our sales teams for an opportunity to upsell. You will work closely with credit unions, internal departments and insurance carriers to ensure billing changes are processed timely and accurately.

Duties and Responsibilities:

• Work to keep PFP-families protected by reviewing monthly billing for set up and accuracy which results in policy payments.

• Communicate with fellow PSS team members to ensure adjustments to deductions (increases or decreases) are processed.
• Communicate professionally with credit unions and carriers in a timely fashion as part of follow up or research.
• Document internal system (CRM) with conversation notes and changes.
• Track called members, payment collected and identify appropriate.
• Build strong relationships with our credit union partners, carriers and internal staff.

  Education, Skills, and Qualifications:

2-5 years of customer service, billing or banking experience required Associates or Bachelor’s Degree preferred.

What does the schedule look like?

• Monday – Friday 9:00 – 5:00 
• Monday, Wednesday and a third day in office, the rest of the week is work from home!
• This position is hybrid and will require the employee to be within commutable distance to our Corporate Headquarters (Orange, CT)