Agency Billing Account Resolution Analyst-1

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 160 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
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
$38,800.00 - $64,000.00
Target Openings
1
What Is the Opportunity?
The Account Resolution Analyst is responsible for supporting Agency Bill related questions, resolving complex billing inquiries, and managing all receivables to maximize cash flow. Responsibilities include collaborating with appropriate parties to analyze outstanding receivables and disputed premium and documenting the resolution activity. Utilize 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, leveraging partnerships with internal/external resources, and providing appropriate feedback as necessary. 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.
Training schedule: Hours will be between 6a-4p PST or 8a-6p EST Monday-Friday
Regular schedule: Hours will be between 7a-5p PST or 7a-6p EST Monday-FridayWhat Will You Do?

• Review accounts, validate overdue premium, and manage until appropriate resolution is reached.
• Research and analyze all aspects of disputed billing transactions.
• Ensure accurate application of payments collected, research and resolve discrepancies.
• Keep all appropriate parties informed of billing status and changes when situations necessitate.
• Investigate aged unallocated debits and/or credits.
• Ability to recognize agency trends and report anomalies to management.
• Identify uncollectible premium and determine appropriate action.
• Utilize necessary tools and resources to support receivables management efforts.
• Negotiates within company guidelines and authority levels, while maintaining the ability to navigate business exceptions.
• Handle complex accounts and will serve as a technical expert and resource, assisting agents and business partners with billing inquiries.
• May assist in providing quality reviews and recommendations for process improvements.
• May help to develop or update procedures and training documents.
• 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.
• Provides coaching and development, acting as a strong mentor to peers, business partners, and vendors.
• 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.

Employment Practices
Travelers is an equal opportunity employer. We believe that we can deliver the very best products and services when our workforce reflects the diverse customers and communities we serve. We are committed to recruiting, retaining and developing the diverse talent of all of our employees and fostering an inclusive workplace, where we celebrate differences, promote belonging, and work together to deliver extraordinary results.
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/.