Billing Support Representative

About the role

Our Billing Support Team is searching for a superstar Billing Support Representative. At your core you understand the importance of great customer service, you’re efficient, you enjoy problem solving, and you always bring your A-game. You’re a reliable team player who thrives in a fast-paced, fun, team-oriented start-up environment and embraces the challenges and change that come with it.

This position is a 100% remote U.S.-based opportunity that can be based in one of the following states only: AL, AZ, FL, GA, KY, LA, MA, MO, NC, NJ, NY, OH, OR, PA, SC, TX, UT, VA, WA, WI. Some travel for day-to-day work, team meetings, and training will be required.

Responsibilities

• Process a high volume of refunds and cancellation offsets daily.
• Evaluate and analyze reporting data to discover and resolve outstanding debits, credits, or other inconsistencies with policyholder accounts.
• Navigate internal systems to research, analyze, and resolve policyholder inquiries to ensure that offsets and refunds are accurate.
• Maintain and update customer information in our database during and after each customer inquiry.
• Keep customer policies up to date by maintaining detailed notes after completing the processing of each transaction.
• Accurately follow internal guidelines and specific time frames to ensure that policy credits are sent out on a timely basis.
• Track and follow up on policy refunds and credits that require more time for payment to clear.
• Partner with our Customer Experience team by keeping them updated as needed on pending transactions.

Requirements

• 3+ years of experience in insurance, billing support industry, or related field.
• High School Diploma or its equivalent (GED) is required.
• Proficiency in a Microsoft Office environment (Outlook, Word, Excel, PowerPoint).
• Ability to communicate effectively using programs such as Slack and Microsoft Teams, including screen sharing and video chatting.
• Previous experience using Zendesk is a plus but not required.
• Reliable high-speed internet connectivity.
• Designated quiet work-from-home space.

Qualifications

• Self-starter who recognizes and upholds company values and culture while always striving to perform at their best.
• Excel reporting mastery with a strong appreciation for detail orientation.
• Keen sense of knowing when to escalate questions and situations to the appropriate internal team members.
• Motivated, shows initiative, and understands what it means to get the job done.
• Excellent organizational skills, attention to detail, and strong ability to multitask.
• Works well with others in a fast-paced, collaborative environment.
• Previous experience working in a high-volume call-focused environment.
• Familiarity or previous experience working in a homeowner policy-focused environment is a plus.

Benefits

• Medical, Dental, and Vision coverage.
• Short- and Long-Term Disability (Company Paid).
• Voluntary Long-Term Disability.
• Employee Life & AD&D (Company Paid).
• Voluntary Employee, Spouse, and Child Life & AD&D.
• Healthcare, Dependent Care, and Transit FSA, and Healthcare Savings Account (HSA).
• 401K with a generous matching contribution and no vesting schedule.
• 20 days of PTO annually (prorated based on hire date).
• Company Paid Holidays and 2 “Choose Your Own Holidays”.