Payment Processing Associate (Richmond, Va)

The primary objective is to manage a portfolio of accounts in order to minimize the risk of bad debt exposure to the company. This role is also responsible for answering customer phone calls placed through designated toll-free line for invoice and payment questions. The associate is responsible for account follow-up for all assigned agents, brokers, and customers. Will be responsible for resolving billing problems, answering inquiries, and setting up financial arrangements as needed. Collection techniques will be used to keep accounts receivable current which includes monitoring for delinquent payments. This is performed by contacting agents and customers in order to negotiate mutually acceptable resolutions to their delinquencies. Focus is on loss prevention, delinquency minimization, collections productivity and customer service.

• Communicates timely and effectively with producers and other customers (internal/external) in order to meet service level standards. Collaborates with Underwriting and others to supporting programs, new products and other technical initiatives.

• Performs reconciliation of unapplied cash to open receivables, offsetting transactions, and initiating disbursements where applicable.

• Reviews agent, broker, and customer payment discrepancies to determine origin (i.e. internal/external, payment received before premium is booked, commission errors, etc.) and initiates appropriate action based on findings. When needed, works with Premium Audit, Underwriting and agents, brokers, and customers to approve payment terms and resolve disputes.

• Reviews agent, broker, and customer’s accounts at least monthly and initiates communication with appropriate parties to resolve overdue balances. When needed, initiates delinquency processing in accordance with department standards.

• Stays current with AR status of assigned agents, brokers, and customer’s accounts in order to meet current goals and metrics, and elevates the following concerns to management: 1.) individual items after the second unsuccessful attempts to collect, 2.) late payments greater than one week at the account level, 3.) unresponsiveness to discrepancies: policy and endorsement issuance problems, failure to pay earned premium for cancelled policies, retail agent issues, multiple finance company complaints for same agent to manage risk effectively, etc.

• Supports Operational Accounting and Reporting, Treasury and Disbursement teams in handling cash related transactions. Provides backup and assistance to fellow associates when business needs dictate.

• High School diploma required, some college preferred.
• Excellent written and oral communication skills
• Intermediate skills in MS Word, Excel, and Outlook
• General accounts receivable knowledge with a minimum of 1 year accounts receivable experience preferred
• P &C Insurance background preferred
• Ability to effectively prioritize and execute tasks
• Solid analytical and problem solving skills
• Strong team player
• Flexibility and attention to details
• Strong desire for continuous improvement