Insurance Billing Support Associate

Direct Billing Support Associate, US Credit Control

Exton, Pennsylvania / USA

In the Direct Billing Support Associate role, you will be dedicated to providing exceptional customer service to our clients. The Direct Billing Support Associate is responsible for managing the end-to-end billing and collections lifecycle for the Direct Bill portfolio. This role ensures accurate billing execution, timely collections, issue resolution, and customer experience for policyholders, and internal partners. The Associate plays a critical role in maintaining financial integrity, reducing aged receivables, and supporting compliance with established SOPs, key controls, and KPIs.

What you'll be doing

What will your essential responsibilities include?

• Partner with Underwriting Operations to address policy setup issues, endorsement impacts, and billing corrections.
• Investigate and resolve billing-related inquiries, including misapplied payments, missing invoices, and policyholder questions.
• Manage daily collections activities for assigned accounts, ensuring adherence to credit terms, installment plans, and collection guidelines.
• Monitor aging reports, identify high-risk items, and escalate issues requiring leadership or underwriting involvement.
• Recommend strategies to reduce delinquency and improve overall collections performance.
• Oversee billable transactions to ensure accurate billing to insureds, providing assistance with updates and adjustments as needed.
• Provide insights and feedback to leadership on recurring issues, customer pain points, and process gaps.
• Initiate premium corrections, instruct on cash application, commission disbursements, return premium disbursements and write-offs as warranted.
• Respond promptly to customer inquiries via phone and email, ensuring all interactions are properly documented and tracked until issues are fully resolved.
• Serve as a liaison between insured, brokers, Underwriting and other AXA XL departments to resolve billing issues efficiently.
• Cultivate and maintain relationships with internal teams and external clients to enhance collaboration and service quality.
• Collaborate effectively with offshore team in cash management.
• Prepare and deliver comprehensive monthly status report to Management supporting the department in meeting or exceeding key performance indicators.
• Facilitate conference calls or meetings with internal and external parties to ensure timely resolve.
• Manage ad-hoc reporting requests and contribute to special projects, providing insights and support as needed.

What you will bring

We're looking for someone who has these abilities and skills:

Required Skills and Abilities

• Successful completion of college level curriculum or 2-3 years' business experience
• Previous work experience in a financial or insurance environment is preferred.
• 2 to 3 years of accounts receivable and/or collections experience a plus.
• Internal candidates should have WINS and/or Genius systems experience.
• Proficiency in Microsoft Office with Excel knowledge (pivot table, VLOOKUP, etc.) Access knowledge is a plus.
• Excellent oral communication, written communication skills, along with negotiation skills.
• Excellent customer skills and interpersonal skills.
• Demonstrate ability to prioritize work, manage time effectively and maintain attention to detail with a focus on follow-through.
• Ability to collaborate effectively within a team and meet demanding deadlines.
• Experience in Guidewire system a plus.
• Analytical skills with the ability to interpret data and identify trends.
• High attention to detail, accuracy, and adherence to controls.
• Understanding of direct bill insurance, billing lifecycle, and receivables management.

Who we are

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don't just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business ? property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at axaxl.com

What we offer

Inclusion

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That's why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It's about helping one another and our business to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
• Robust support for Flexible Working Arrangements
• Enhanced family-friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at Inclusion & Diversity at AXA XL | AXA XL . AXA XL is an Equal Opportunity Employer.

Total Rewards

AXA XL's Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do.

We're committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called "Roots of resilience", focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society are essential to our future. We're committed to protecting and restoring nature from mangrove forests to the bees in our backyard by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We're training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL's "Hearts in Action" programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day the Global Day of Giving.

For more information, please see Sustainability at AXA XL.

Applicants for this role must be legally authorized to work in the United States without sponsorship now or in the future. The U.S. base salary range for this position is USD $52,000- $70,400.

Actual pay will be determined based upon the individual's skills, experience and location. We strive for market alignment and internal equity with our colleagues' pay.

At AXA XL, we know how important physical, mental, and financial health are to our employees, which is why we are proud to offer benefits such as a competitive retirement savings plan, health and wellness programs, and many other benefits. We also believe in fostering our colleagues' development and offer a wide range of learning opportunities for colleagues to hone their professional skills and to position themselves for the next step of their careers. For more details about AXA XL's benefits offerings, please visit US Benefits at a Glance 2026.