Direct Bill Account Resolution Analyst

Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Job Category

Customer Service, Operations

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$43,200.00 - $71,300.00

Target Openings

1

What Is the Opportunity?

The Account Resolution Analyst is responsible for supporting Direct Bill related questions, resolving complex billing inquiries, and managing all receivables in both Voluntary and Residual Markets (RMD) to maximize cash flow. Responsibilities include collaborating with appropriate parties to analyze outstanding receivables and disputed premium and documenting the resolution activity. Utilizing decision making and resource navigation skills to manage complex cases and assignments with limited direction to determine best outcome based on business guidelines and authority level. Independently performs a variety of duties, including servicing customer inquiries, escalation resolution, account research and analysis, while supporting business partners and vendors throughout the billing lifecycle. Exhibits strong analytical, prioritization, and organizational skills. Incumbent will be expected to meet performance goals and quality standards to ensure business objectives are achieved.

What Will You Do?

• Responsible for managing receivables within an assigned territory.
• Research and analyze all aspects of disputed accounts.
• Utilize necessary tools and resources to support receivables management efforts.
• Ensure accurate application of payments collected, research and resolve discrepancies.
• Negotiates within company guidelines and authority levels, while maintaining the ability to navigate business exceptions.
• Follow up and monitor billing accounts as necessary to ensure appropriate action has been taken while maintaining a high level of customer service to internal contacts (i.e., Marketing, Service, Premium Audit) and external customers (i.e. insureds, agents, authorized 3rd parties).
• Strong collaboration with brokers, clients, and business partners to drive positive business results and customer experience.
• Keep all appropriate parties informed of billing status and changes when situations necessitate.
• Ability to recognize receivables trends and report anomalies to management.
• Provides coaching and development, acting as a strong mentor to Account Service Reps (ASR).
• Review reinstatement requests, making decisions to offer reinstatement within authority and escalating requests for underwriting approval, when necessary.
• Handle complex accounts and will serve as a technical expert and resource, assisting insureds, agents, and business partners with billing inquiries.
• Assist with incoming calls from peers and other areas of accounting utilizing Direct Bill expertise, as needed.
• Review RMD accounts prior to referral or refund, to ensure all state guidelines and required activities have occurred.
• Responsible for RMD receivables management, following procedures for multiple task types.
• May assist with training facilitation.
• Participate in special projects aligned with strategic initiatives that contribute to enhancements to the customer experience, process optimization and workflow transformation.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• College degree or experience in the accounting/insurance industry.
   

Technology:

• Proficient use of technology; including, Microsoft Word, Excel, email, Web-enabled applications, and database software.
   

Customer Focus:

• Demonstrates a commitment to superior service.
• Identifies collection needs and takes appropriate action to meet those needs.
• Ability to perform collection activity while delivering exceptional customer service.
• Acts with a sense of urgency and ownership.
• Develops and maintains on-going relationships with customers, brokers, underwriting, and premium audit.
• Demonstrates ability to effectively settle complex sensitive customer issues.
   

Communication:

• Superior written and verbal communication skills.
• Listens to and understands what others are saying.
• Interacts effectively and appropriately with different audiences in difficult situations.
• Represents the company in a positive and professional manner.
• Displays optimistic demeanor.
• Utilizes a win-win style to negotiate and resolve disputes.
   

Teamwork:

• Works independently and in a team environment. Involves others with expertise in decisions when appropriate, brainstorming to assess all possible avenues of resolution.
• Builds and maintains successful relationships within the company and with external contacts.
   

Accountability:

• Takes ownership and responsibility for actions and outcomes, performance and results.
• Manages own work.
• Ability to switch between tasks at short notice, to ensure higher priority tasks are addressed as they arise.
• Good organization and prioritization skills.
   

Analytical Thinking:

• Ability to analyze and compare information to understand issues and explore alternative solutions.
• Proven ability to solve problems with different approaches.
• Excellent research skills.
   

Change Management:

• Ability to remain energized and focused in the face of ambiguity, change or strenuous demands.
• Is flexible - adjusts to new situations and changing priorities.
   

Judgement & Decision Making:

• Ability to exercise sound judgment and make decisions.
• Evaluates information needs and makes the right choice of approach in meeting those needs.
• Is resourceful in gaining input to solve problems.
• Develops new methods or approaches to getting the work done. Able to recognize opportunities to achieve the best results; takes advantage of all important opportunities and takes intelligent risks.
   

Relationship Management:

• Ability to seek out, build, foster, and maintain productive working relationships to meet goals and achieve results.

What is a Must Have?

• High school diploma/GED.

What Is in It for You?

• Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you’re eligible for five free counseling sessions with a licensed therapist.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

What Is in It for You?

• Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences. 

In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/.