SUMMARY: Primarily responsible for supporting the billing needs of agents and policyholders providing accurate and consistent services regarding invoice inquiries and premium transaction activity. Approve changes in accordance with billing rules and procedures in compliance with Accident Fund and/or bureau rules and regulations. Contacts include Service Center staff, Finance Department, Premium Audit Department, Claims Department, agents and policyholders. PRIMARY RESPONSIBILITIES: This description identifies the responsibilities typically associated with the performance of the job. The percentage of time in any responsibility may vary between positions. Other relevant essential functions may be required. EMPLOYMENT QUALIFICATIONS: * Answers telephone inquiries from agents and policyholders regarding invoices and billing transactions. * Requests non-sufficient fund (NSF) exceptions. Reviews accounts to determine if exceptions apply per guidelines. * Requests write offs to resolve small balance discrepancies within guidelines. * Reconcile accounts to clarify billing transactions and cash applications in order to provide customers with up-to-date account information/history. * Reviews and approves/declines policy cancellations and reinstatements. * Manages reinstatement exception requests and approves exceptions within authority. * Approves and documents payment arrangements with customers on audit balances per guidelines. * Processes pay by phone transactions to expedite posting of cash to insured's policy. * Requests money moves to ensure accurate posting of cash. * Processes and documents any manual billing exceptions. * Manage cash suspense transactions. Review and approve cash application or refunding * Approve pay plan changes within authority * Process loss run requests * Prepares correspondence to communicate necessary information to agents and policyholders. * Coordinates and resolves customer complaints, errors and service issues. * Makes appropriate decisions based on interpretation of policies and procedures. * Supports appropriate response to Bureau, NCCI, and internal and external audit inquiries. * Works with minimum supervision A. EDUCATION REQUIRED: High school diploma or G.E.D. with one (1) year relevant course work (minimum 30 credit hours) in insurance and/or a related field with progress towards or completion of Insurance Institute of America (IIA) or other insurance-related designation(s). Combinations of education and experience may be considered in lieu of a degree. Successful completion of business writing course required. B. EXPERIENCE REQUIRED: Two (2) years experience with Accident Fund Insurance Company of America as a Policy Processing Representative, or equivalent Accident Fund experience that provides the necessary skills, knowledge and abilities. OR Four (4) years general office experience including two (2) years of transaction processing of premium and policy information. C. SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: * Ability to work effectively in a multi functional, multi state business unit. * Knowledge of state specific billing rules. * Ability to accurately interpret and analyze billing data. * Excellent oral and written communication skills. * Excellent organizational skills and ability to prioritize work. * Ability to manage multiple priorities and meet established deadlines. * Knowledge of computers and word processing. * Basic knowledge of spreadsheet software. * Strong analytical and problem solving skills. * Knowledge of multi-line telephone system. * Ability to process transactions on core processing systems. * Ability to enter alpha/numeric data accurately. * Ability to proofread documents for accuracy of spelling, grammar, punctuation, and format. * Excellent math skills with the ability to use a ten-key adding machine. D. ADDITIONAL EDUCATION, EXPERIENCE, SKILLS, KNOWLEDGE AND/OR ABILITIES PREFERRED: WORKING CONDITIONS: Work is performed in an office setting with no unusual hazards. REQUIRED TESTING: Reading Comprehension, Intermediate Windows, Intermediate Word and Basic Excel. Alpha Numeric, Proofreading, Math and 10-key
