Insurance Billing Support Associate

Direct Billing Support Associate

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

• 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

• 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.