SUMMARY:


Primarily responsible for supporting the billing needs of agents and policyholders providing accurate and consistent services regarding invoice inquiries and premium transaction activity. Approve changes in accordance with billing rules and procedures in compliance with Accident Fund and/or bureau rules and regulations. Contacts include Service Center staff, Finance Department, Premium Audit Department, Claims Department, agents, and policyholders.


• Works with minimum supervision


• Maintains confidentiality of information processed.


PRIMARY RESPONSIBILITIES:


• Answers inquiries from agents and policyholders regarding invoices, disbursements, payments, and other billing transactions.


• Requests write offs to resolve small balance and NSF fee discrepancies within guidelines.


• Initiates, reviews, and approves disbursements.


• Reconciles and troubleshoots accounts to clarify billing transactions and cash applications in order to provide customers with up-to-date account information/history.


• Reviews and processes policy cancellation transactions in accordance with state regulations and Enterprise guidelines


• Reviews, calculates, and processes reinstatements in accordance with state regulations and Enterprise guidelines.


• Manages reinstatement exception requests and approves exceptions within authority.


• Approves, processes and documents payment arrangements with customers on audit balances per guidelines.


• Processes pay by phone transactions to expedite posting of cash to insured's policy.


• Requests and/or processes money moves and credit distributions to ensure accurate posting of cash.


• Processes and documents any manual billing exceptions in accordance with the Enterprise guidelines.


• Provides High level account reconciliation for troubleshooting with multiple data points across multiple billing platforms.


• Review payments returned from the bank. Contact customers to resolve banking information issues to avoid cancellation or collections.


• Approve and process pay plan changes within authority.


• Process loss run requests as necessary.


• Prepares correspondence to communicate necessary information to agents and policyholders.


• Coordinates and resolves customer complaints, errors, and service issues, placing holds on certain billing functions when deemed necessary.


• Ensures payrolls are reported timely for all AccuPremium clients and takes necessary action if payrolls are not reported.


• Reviews and allocates collateral appropriately.


• Makes appropriate decisions based on interpretation of policies and procedures.


• Supports appropriate response to Bureau, NCCI, and internal and external audit inquiries.


• Participates in ad-hoc projects as assigned by management.


• Acts as a subject matter expert to support system implementations or upgrades, as necessary.


This description identifies the responsibilities typically associated with the performance of the job. The percentage of time in any responsibility may vary between positions. Other relevant essential functions may be required.


EMPLOYMENT QUALIFICATIONS:


A. EDUCATION REQUIRED:


High school diploma or G.E.D. Minimum of an Associate's degree in Accounting, Finance, Business, or related field. Combinations of education and experience may be considered in lieu of a degree.


B. EXPERIENCE REQUIRED:


Two (2) years' experience with AF Group as a Payment Application Specialist


OR


Four (4) years general office experience including two (2) years of customer service with billing or insurance related experience; specifically, exchanging information over the phone, resolving complaints, and answering basic inquiries. A combination of insurance and financial experience may be considered.


OR


Bachelor's degree in Accounting, Finance, Business, or related field with one (1) year billing or insurance related experience; specifically, exchanging information over the phone, resolving complaints, and answering basic inquiries.


C. SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:


• Ability to work effectively in a multi-functional, multi state business unit.


• Knowledge of state specific premium billing rules.


• Ability to accurately interpret and analyze premium billing data.


• Excellent oral and written communication skills.


• Excellent organizational skills and ability to prioritize work.


• Knowledge of bookkeeping and financial institution/EFT procedures.


• Strong understanding of Enterprise billing systems


• Strong customer service skills


• Ability to manage multiple priorities and meet established deadlines.


• Knowledge of computers.


• Basic knowledge of word processing.


• Basic knowledge of spreadsheet software.


• Strong analytical and problem-solving skills.


• Knowledge of multi-line telephone system.


• Ability to process transactions on core processing systems.


• Ability to enter alpha/numeric data accurately.


• Ability to proofread documents for accuracy of spelling, grammar, punctuation, and format.


• Excellent math skills with the ability to use a ten-key adding machine.


D. ADDITIONAL EDUCATION, EXPERIENCE, SKILLS, KNOWLEDGE AND/OR ABILITIES PREFERRED:


• Successful completion of business writing course.


WORKING CONDITIONS:


Work is performed in an office setting with no unusual hazards.


REQUIRED TESTING: (For HR use only)


Reading Comprehension, Intermediate Windows, Basic Word, and Basic Excel. Alpha Numeric, Proofreading, Math, and 10-key