Job Title:   Customer Service Representative- Customer Care Center
06 / 17 / 2013
Westfield Center

TITLE: Customer Care Representative
JOB CODE: 01631, 02554, 02256--
DEPARTMENT: Customer Care Center
REPORTS TO: Billing/Claims Customer Care Leader
FLSA: Nonexempt
Primary contact for all customers on billing inquiries via phone, fax, and electronic mail.  Responsible for resolving errors, adjusting accounts, and providing a high level of customer service.

ESSENTIAL FUNCTIONS: All functions listed below are important.  Given the assignments of an individual within this team, the frequency in which these functions are performed will vary from individual to individual. 

  1. Answer high volume of incoming calls for billing.  Provide information, answer questions, research situations, make decisions and/or solve problems to provide effective customer service to customers, agents, and Westfield employees. Maintain a strong working knowledge of the billing system and policy system.  Initiate action to correct billing errors, processing errors, problems due to system errors, and bank errors. 
  2. Maintain a strong working knowledge of all functions within the Billing department.  This includes cancellation workflow, cash processing, bad checks, electronic payments, drafts, and research. 
  3. Performs data entry to accounts as needed.  Communicates changes to agents and Business units as needed.  Proactively suggests WIC services to accommodate customers needs, i.e. WICdraw, Quickdraw.
  4. Communicates with agents and Business units to secure additional information to complete transactions for customers.  Provides detailed account history to customers.
  5. Performs all other duties as assigned.
All Levels
  1. Customer service skills
  2. High School Diploma or GED
  3. One year work experience, preferably in service related position
  4. Communication skills
  5. Data Entry skills
Billing Customer Care Representative 1
Billing  Customer Care Representative  - 01631
  1. Demonstrates an understanding of BCMS processes and procedures, 5.3 knowledge and entry, and a fundamental understanding of insurance and billing operations.
  2. Fundamental in Customer Focus.  Answers routine questions and resolves issues from various internal and external sources.  Recognizes delicate service situations and escalates appropriately.
  3. Learns how to work within established service level agreements by developing work prioritization, problem solving, and time management skills.
  4. Personally committed to development by learning and embracing the Performance Management process.
  5. Capable of working with all levels of the organization and external customers.
  6. Exhibits Good verbal communication skills.
Beneficial (not required)
  1. Experience in the Insurance industry. 
  2. Mainframe/5.3 entry.
  3. Previous billing or banking experience.
  1. Ability to operate computer and other office machines. 
  2. Ability to communicate via different modes (telephone, memo, fax, electronic mail, etc)
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