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About the Role
The Customer Service Representative will join a dedicated team, focusing on building and maintaining customer relationships by efficiently responding to billing inquiries and processing payments.
Responsibilities
- Provides customer service to policyholders and agents over the phone, meeting quality and production goals.
- Serves as the primary contact for agents, policyholders, and internal colleagues.
- Researches and resolves billing inquiries via phone, mail, email, and fax within 24 hours.
- Processes electronic payments for insureds and agents.
- Ensures payment calls are properly recorded and documented in ImageRight.
Requirements
- High school graduate or GED required.
- Minimum of one year of customer service and/or insurance experience.
- Experience in a fast-paced work environment.
- Excellent oral and written communication skills.
- Proficiency in Microsoft Office.
- Proven organizational skills.
- Prior ImageRight experience is a plus.
Skills
- Customer Service
- Billing Inquiries
- Payment Processing
- Communication Skills
- Organizational Skills
- Microsoft Office
Location
- Buffalo, New York
Work Type
- Hybrid
Experience Level
- 1 year
Education Level
- High School Graduate or GED
Salary/Compensations
- $19.00 - $23.00 hourly
Benefits
- Welcoming and positive work environment
- Colleague Appreciation events
- Flexible work arrangements
- Flex scheduling
- Summer hours
- Hybrid work schedule
- Competitive pay scale
- Generous paid time off package
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short Term Disability
- 401(k) with 100% employer match up to 6%
- Outstanding company bonus program
- Tuition Reimbursement
About the Company
- Merchants Insurance Group is a leading Property and Casualty Insurer in the Northeast.
- Rated A- (Excellent) with a stable outlook by A.M. Best.
- Recognized as a top employer and high-performing organization.
- Awarded Best Places to Work in Western New York (2023–2026).
- Named a Fast Track Company (2019–2025) and Top Private Company (2019–2025).
- Recognized as Ward’s 50® top-performing property-casualty insurer (2021–2024).
- Received Ivans Spark Award for Innovation (2024–2025).
- Listed on Newsweek and Statista’s America’s Most Reliable Companies list (2025).
Equal Opportunity
- Merchants Insurance Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
- Merchants Insurance Group supports a safe workplace through pre-employment background screenings.