Billing Support Associate

About the role

Pathpoint is the full-service wholesaler that makes E&S simple to navigate, transparent to place, and efficient to scale. Powered by smart technology and grounded in E&S expertise, we are modernizing the end-to-end process to bring it closer to the admitted experience. Pathpoint's full-service approach makes navigating E&S as effortless as it should be, offering brokers a more direct path to E&S success while maximizing value for insureds. Since day one, Pathpoint's team of E&S experts and technologists have worked tirelessly to uncover more efficiencies and unlock new opportunities. Our innovative features and broad market access have already helped thousands of brokers grow into bigger accounts and broader books—and we're just getting started. The Billing Associate owns fund movement, payment verification, and billing-platform integrity — did money land, where did it go, and is the billing system updated and accurate. This role is the single owner of the Ascend billing workflow and the Ascend↔Salesforce integration escalation loop, replacing today's ad hoc rotation across FinOps, Ops, and Compliance. It is also the front-line responder for agent and insured billing questions.

Responsibilities

• Manage payment-link and portal access issues for agents and insureds (broken links, wrong recipient, access errors)
• Maintain an internal known-issues and workaround log so repeat inquiries are answered consistently without re-investigation
• Log recurring payment platform defects with reproducible detail and escalate to Financial Operations leadership / platform support; track ticket status through resolution and communicate ETAs back to the requesting agent
• Serve as first-line triage for Ascend billing issues raised by agents, insureds, or internal teams; determine whether the root cause is data entry, sync, carrier config, or a platform defect
• Investigate and resolve invoice generation failures — policies that don't bill, invoices stuck in draft, or invoices that never issue to the agent/insured
• Resolve sync and integration breaks between payment platform and the policy system of record (Salesforce): missing policies, stale premium or fee values, endorsements that don't flow through, duplicated records
• Research payment application failures: ACH/card payments not posting, payments landing on the wrong invoice or policy, partial payments not reducing balance, failed/returned payments requiring re-invoice
• Handle refund and return-premium exceptions in Ascend, including cancellations that generate incorrect return amounts or credits that fail to apply
• Chase down notice-of-cancellation and dunning misfires — notices sent on paid accounts, notices not sent on delinquent accounts, incorrect effective/cancellation dates on notices

Requirements

• 2+ years in insurance billing, AR, premium accounting, or payment operations — E&S/wholesale or MGA preferred
• Strong written communication; able to explain an invoice or a split refund to an agent without accounting jargon
• Experience with a Salesforce-based agency management/policy system
• Ability to distinguish user error from platform defect and write a reproducible bug report
• Working knowledge of premium billing mechanics: agency vs. direct bill, premium finance, commission netting, surplus lines taxes and fees, pro-rata and short-rate
• Advanced Excel — lookups, pivots, large-file reconciliation
• SQL or BI exposure (Metabase, Hex)
• Insurance specific finance and accounting experience
• SOP authoring; Slack-based operational monitoring
• Knowledge of the insurance industry is a plus, but not a requirement

Benefits

• Insurance coverage fit for an insurance company, some plans at no cost to you
• Competitive compensation, equity, and total rewards
• 401(k) with an annual company match
• 20-days of PTO (increased to 25-days after 2-years)
• Professional development opportunities
• Remote-first working environment with investments in in-person collaboration
• Annual $500 home office stipend
• Monthly $75 internet stipend
• Generous paid parental leave
• An early stage insurance company offering unique opportunities for growth

Pay

$60K - $70K