Spec II CX Operations (Remote)

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

Job Summary:

The Billing Specialist works remotely with the Billing Manager and Premium Application Specialist to research and resolve premium payment exceptions, follow up on missing or inaccurate information, process premium payments, and communicate with insureds, producers, and internal departments to support accurate and timely premium administration. The Billing Specialist completes assigned work accurately and within documented service standards, maintains clear records, safeguards confidential information in accordance with company policies, and promptly escalates unresolved or unusual premium issues through established channels.

Responsibilities

• Reviews premium reports, identifies exceptions, and researches discrepancies requiring correction or follow-up emails.
• Supports the balance-due process by reviewing outstanding amounts, documenting findings, and completing assigned follow-up activities.
• Follows up on premium reports with missing or incomplete information and obtains the documentation needed to resolve the issue.
• Communicates with insureds and producers to review premium-report discrepancies, explain required corrections, and obtain missing information.
• Processes all types of premium payments accurately through approved electronic payment systems, including E-Pay and Virtual Terminal.
• Prepares and sends correspondence addressing premium discrepancies, missing information, balances due, and other assigned billing scenarios.
• Supports the Premium Application Specialist with premium research, payment application, exception resolution, and related billing activities.
• Partners with other departments to investigate premium discrepancies, share necessary information, and coordinate resolutions.
• Performs other related billing and administrative duties as assigned.

Education and Experience:

• An associate degree is preferred; relevant work experience may be considered in place of the degree.

Required Skills/Abilities:

• Demonstrates strong attention to detail when reviewing premium reports, processing payments, and documenting account activity.
• Communicate professionally and courteously by telephone and through electronic channels.
• Apply strong analytical and problem-solving skills to identify discrepancies, evaluate supporting information, and resolve premium issues.
• Maintains accuracy by verifying information, reviewing completed work, and correcting discrepancies before finalizing transactions or correspondence.
• Prior insurance-industry experience is required; experience with premium billing, payment processing, or related account administration is strongly preferred.
• Proficiency in Microsoft Excel and Word, including organizing and reviewing data, preparing correspondence, and maintaining accurate records.
• Adapts effectively to changing priorities, procedures, workloads, and business needs.
• Communicates clearly and professionally in writing and conversation with insureds, producers, and internal partners.
• Manages multiple assignments, prioritizes competing deadlines, and maintains accuracy in a high-volume environment.

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Employee Benefits:

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email eric.hess@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.