Invoice Specialist III

Principal Duties & Responsibilities

• Performs policy maintenance changes, handles processing situations/inquiries, and obtains additional policy information.
• Reviews and handles service requirements from invoices, service billing, and lapsed payment associated with complex accounts.
• Calls or sends letters to request additional information or confirm action, and researches customer correspondence, account invoices, and payment history issues.
• Determines the disposition of funds not paid as billed or allocated with appropriate suspense account.
• Produces service sheets to provide to payroll account and/or associates, completes specialized forms specific to assigned accounts, and processes changes on information received from change files.
• Reconciles and services account payments from core accounts, analyzes account information, identifies discrepancies or account variances, and takes the necessary steps to resolve or refer issues to the appropriate team member or department for resolution.
• Maintains account information databases, ensures that account activity, such as information changes, premiums, approvals, correspondence, account reconciliation, etc., is recorded accurately and promptly.
• Processes manual service fees at required times during the month for specific accounts, works invalid reports, and processes mass changes through macros.
• Solves escalated requests from the call center that include payment history requests, reactivations, corrections to incorrectly processed payments, and transfer requests.
• Reinstates policies and communicates with the customer to resolve underlying issues if unable to resolve the reinstatement.
• Communicates with payroll accounts, policyholders, associates or coordinators, and various departments to obtain additional information or confirm changes.
• Represents the department as a subject matter expert and participates in regularly scheduled conference calls to discuss outstanding work items and plan steps to move forward.
• Communicates on a regular basis with Claims, New Business, and Client Management team members.

Qualifications

• High School Diploma or Equivalent
• 3 years of work-related experience