Customer Account Representative

Disability RMS South Portland, ME
Disability RMS is the nation's leading provider of turnkey disability risk management products and services. Located in South Portland, Maine, Disability RMS has more than 350 employees with the specialized product knowledge and service skills required to succeed in today's complex risk protection market. Disability RMS holds the distinction of twice being named the Best Large Company to Work for in Maine, an accolade awarded by the Best Companies Group, in partnership with the Maine Department of Labor.

Job Description:

A Customer Account Representative is accountable for creating a positive customer experience and building customer relationship for our customers, partners and internal & external stakeholders by performing new customer installation calls, ensuring that the new issue process is smooth and addressing any outstanding issues or questions.

* Maintains an understanding of various clients, products, services and basic internal processes and functions, ensuring customers are in good-standing with respect to premium and enrollment

* Accurately performs account maintenance, including, but not limited to:

* Processing cancellations, terminations and other tasks related to overinsureds, reinstatements and portability

* Posting premium payments to internal accounting systems in an accurate and timely manner, resolving outstanding premium related items

* Completing individual daily balancing, when necessary

* Auditing accounts and performing account research when necessary

* Conducts welcome and installation calls for new customers;

* Answers calls, e-mails and other correspondence in a timely and professional manner, adhering to quality and service standards

* Uses problem solving skills to research and resolve customer inquiries and follows up to ensure issue resolution

* Documents all customer contact clearly and accurately

* Reports premium discrepancies to agent and client and works with these parties to resolve issues

* Prepares and sends customer correspondence regarding cancellations, reinstatement, refunds, etc.

* Responsible for inbound and outbound calls

* Refer escalated calls or complaints to FullScope Management or higher-level Customer Account Specialist

* Refers more complicated questions to a higher level CAR, or Lead Customer Account Representative when appropriate


* Creates and regularly maintains departmental documentation, including job aids for areas of accountability

* Partners with management to identify trends and efficiencies, and recommend process improvements

* Independently processes premium for assigned special handling groups, documenting procedures consistently, when assigned

* Completes special projects when assigned

* Record all assigned tasks in the FullScope database

* Completes filing and other miscellaneous clerical duties, including accurate and timely scanning and storing of electronic documentation

* Performs responsibilities of an absent co-worker; when assigned

Completes other duties and responsibilities, as needed

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter – for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at to learn more.

Sun Life Financial (U.S.) Services Company, Inc. is a federal contractor subject to Executive Order 11246, Section 4212 of the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended, and Section 503 of the Rehabilitation Act of 1973, as amended. As such the company is committed to taking positive steps to implement the employment-related aspects of the company's equal employment opportunity policy. It is the company's policy to take affirmative action to employ, advance in employment, and otherwise treat qualified minorities, females, protected veterans, and individuals with disabilities without regard to their race/ethnicity, sex, veteran status, or disability.

Job Category:

Customer Service / Operations

Posting End Date: