Advanced Billing Specialist/Sr Billing- EB Ops

The Hartford•Hartford, CT

About The Position

The Advanced Billing Specialist supports the Employee Benefits Operations IFB New Business Team and is externally facing, providing customer service through the File Billing Team. The role produces and processes customer bills and works with file feeds in fixed-width, pipe-delimited, Excel, and XML formats. It provides customers with support regarding initial bills and communicates with customers and vendors about initial and ongoing file-feed billing data needs and expectations. The position may be hired at the Advanced or Senior level depending on experience. It can be performed remotely or on a hybrid schedule. Employees living near an office are expected to work onsite three days per week, Tuesday through Thursday; those who do not live near an office work remotely and may need to visit an office as business needs arise. For remote work, high-speed broadband with an internet-provider-supplied modem/router hardwired to the company computer by Ethernet is required, with minimum speeds of 75 Mbps download and 10 Mbps upload. DSL, wireless, Wi-Fi, hotspots, fiber without a modem, and satellite are not recommended or supported.

Requirements

Advanced knowledge of enrollment and eligibility rules for group life and disability insurance products.
Expert-level Excel skills, including VLOOKUPs, pivot tables, formulas, and macros, and the ability to use Excel to compare large amounts of data and identify discrepancies.
Advanced knowledge of Employee Benefits products.
Ability to resolve complex inquiries and independently drive customer resolutions.
Advanced written and verbal communication skills, including explaining billing and accounting matters in customer-friendly terms.
Advanced analytical and problem-solving skills.
Ability to lead external calls with multiple audiences and guide discussions toward resolution.
Ability to learn new systems and skills quickly.
Comfort working in ambiguity and prioritizing multiple projects at different stages.
Advanced project management experience.
High-speed broadband internet service meeting the stated technical requirements for remote work.

Nice To Haves

List Bill, File Feed Billing, premium, or audit experience in a group life and disability insurance environment.
Prior billing reconciliation experience in an Employee Benefits position.
Curiosity about emerging technologies, including AI-enabled tools, and experience applying them to team initiatives, process improvement, or productivity.

Responsibilities

Manage complex and/or high-visibility cases, research associated questions and issues, and recommend appropriate measures to resolve them.
Communicate promptly with customers and internal departments to reconcile discrepancies accurately and answer billing inquiries.
Work with external vendors, customers, and internal business partners to update file feeds and communicate ongoing file-billing expectations.
Lead and participate in broker and customer meetings to resolve issues, negotiating tactfully and diplomatically toward mutually beneficial solutions.
Identify and work independently with appropriate resources to address upstream and downstream impacts of process changes or modifications.
Project-manage new billing file implementations involving actions from multiple areas over a 60- to 120-day period to support timely bill delivery.
Compare data received from files with system records to determine the accuracy of first bills.