Customer Service Representative

Title: Customer Service Representative

Location: Hybrid (Remote with in-office days at our Hastings, MI offices.)

Job Category: Finance & Accounting

Requisition Number: CUSTO002141

Full-Time

Job Description:

Schedule: Full-time | Monday-Friday | 8:00 a.m. - 4:30 p.m.

The Customer Service Representative provides service to agents, customers, Marketing, and Underwriting personnel by handling billing inquiries, processing credit card payments, and resolving billing account issues over the phone. This position plays a key role in maintaining positive relationships with our policyholders and agency partners.

What You'll Do:

• Answer billing and account inquiries from agents, customers, mortgage holders, and internal staff with professionalism and accuracy.

• Process customer credit card payment transactions and prepare account history documentation.

• Evaluate payment plan options and provide guidance on available discounts.

• Maintain detailed documentation in the Clientele log while adhering to confidentiality standards.

• Assist agents with accessing and navigating the Hastings billing website and portal.

• Provide technical support to callers on billing website functionality, including electronic billing and payment setup.

• Investigate and resolve misapplied or misdirected payments; initiate policy/account reinstatements when needed.

• Advise leadership of unusual problems or recurring concerns.

• Contribute to a positive, solutions-focused customer experience through every interaction.

Additional Role Highlights:

• Handle inquiries for more than 275,000 policy accounts and respond to over 19,000 calls annually.

• Access and safeguard confidential customer credit card and banking information.

• Based at Hastings Insurance's corporate offices, with hybrid work arrangements considered.

What You'll Bring:

• High school diploma or GED required.

• At least one year of experience in a billing or call center environment; insurance experience preferred.

• Strong problem-solving abilities and data analysis skills.

• Excellent verbal and written communication skills.

• Keyboarding speed of 30+ words per minute with 90% accuracy.

• Proficiency with Microsoft Office and comfort learning new systems.

About Us:

At Hastings Insurance, we're more than an insurance provider - we're a trusted partner to our agents, policyholders, and the communities we serve. For over 135 years, we've been helping individuals, families, and businesses protect what matters most and rebuild after loss. We're proud to be rated A (Excellent) by A.M. Best Company, recognizing our enduring financial strength and stability.

While our heritage runs deep, we're always looking ahead. We embrace emerging technologies, cultivate strong partnerships with independent agents, and continuously evolve our products to meet the needs of today's customers. Our strategy is focused on responsible growth, expanding our reach while staying innovative, agile, and committed to personalized service.

Our people are the heart of everything we do. Our talented team members - many recognized as industry experts - are passionate about delivering exceptional service, driving progress, and making a real impact. At Hastings Insurance, we foster a culture of collaboration, continuous learning, and appreciation for the diverse skills and ideas our employees bring.

Our Commitment as an Employer:

We believe that diverse perspectives and inclusive teams drive innovation and strengthen our organization. We're committed to fostering a workplace where every employee feels valued, respected, and empowered to contribute their best.

We are proud to be an equal opportunity employer, and we make employment decisions based on business needs, role requirements, and individual qualifications-without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, appearance, disability, veteran status, family status, marital status, or any other legally protected characteristic.