Service Specialist - Billing & Payment Operations

Job Title

Service Specialist - Billing & Payment Operations

Requisition Number

R1811 Service Specialist - Billing & Payment Operations (Open)


Walnut Creek, California

Additional Locations

Job Information

Job Summary:

Support CSAA insureds with a focus on first contact resolution. Will handle insureds requests through multiple channels including phone, web and policy processing; primary function may include taking/making phone calls or managing policy information.

Essential Functions / Principal Responsibilities:

Service Members

  • Provides expert insurance servicing consultation to members (if licensed)
  • Responds to and resolves members concerns and inquiries.
  • Process policy changes for endorsements executed in various systems per request of members.
  • Processes members billing inquiries (discretionary power within defined threshold).
  • Deciding appropriate underwriting action based on authority level and underwriting guidelines. If outside of standard authority level, will refer to an appropriate underwriting authority level.


  • Generates premium through policy reviews. Verifies rating variables to ensure proper risk to rate
  • Researches and investigates lapses in coverage
  • Process work on projects - U-drive, Cov A, Data Entry, Preparing quotes for offer packets - conversion project
  • Key Policy Changes – i.e.; Update coverage amounts, add/remove multi-policy discounts, and verify policy data information for accuracy.
  • Process Endorsements - Work received by mail, system generated requests or fax requesting policy changes; i.e. adding/deleting driver, adding/deleting vehicle.
  • Administer policy fixes - updates policy with correct information in order to allow the policy to automate future renewals rather than manual.
  • Verify Insurance - DMV multiple states - process proof of insurance cards for members, update insurance information in DMV data bases.


  • Processes incoming payments and electronic fund transfers.
  • Researches unidentified and basic payments.
  • Re-logs and banks misapplied payments.
  • Handles to resolve escalated customer service issues involving billing and payment operations.
  • Locates and corrects misapplied payments and processes credit card or ACH refunds.
  • Creates payment channel related General Ledger journals.
  • Reconciles daily payment channels to business channels.
  • Reconciles General Ledger and Bank deposits.
  • Handles incoming and outgoing internal calls to remedy policy issues.
  • Escalates production issues and trends.
  • Identifies process improvement changes with reasonable guidance and assistance.
  • Informs leads and supervisors when output issues may impact SLAs or throughput.
  • May also perform some of the responsibilities outlined under Service Associate

All knowledge skills and abilities from the Associate position plus:

  • Advance working knowledge of CSAA IG insurance products, and a familiarity with other AAA Membership products and services
  • Intermediate ability to apply higher levels of underwriting authority.
  • Understands and applies fundamental insurance knowledge as acquired by obtaining Personal Lines license
  • Strong analytical and risk management skills (e.g., ability to recognize trends and report anomalies for process improvement)
  • Understands and resolves complex transactional requests
  • Ability to create basic MS Office documents and spreadsheets
  • Basic analytical skills
  • 10 key by touch
  • Basic Claims knowledge (depending on roles and responsibilities)
  • Intermediate familiarity with print job organization, document inserts and envelope types.
  • Ability to identify irregularities or issues in daily work product, offer possible resolution, and escalate to team lead.
  • Ability to understand requests for special handling and take action to fulfill requests
  • Ability to point out changes in trends and research reasons for changes.

Education, Work Experience, Licenses & Certifications:


  • High school diploma or equivalent


  • Associate or Bachelor's Degree or equivalent combination of education and experience
  • P&C/Personal Lines license
  • Insurance experience (underwriting, claims, service, etc.) strongly preferred
  • Certificates or Designation through the American Institute of Chartered Property Casualty Underwriters (e.g. Associate in Insurance Servicing, INS 21-23) or working towards achievement of certificate or designation
  • If not USPS or forklift certified at time of hire, must obtain the applicable certification within 6 months of hire date
  • Prior customer service experience
  • Certificates in department application in lieu of P&C license. Should be enrolled in continuous Insurance education.

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