Billing Associate

QBE Insurance Group • Madison, WI

18h • Hybrid

About The Position

In support of business operations, provide customer service by resolving complex billing issues, handling call escalations, agent account reconciliations as well as daily production oversight to achieve established quality and productivity standards. This role is hybrid, where you will be expected to be in the office 2-3 days per week. The hourly rate for this role is: $20.50 - 30.75, depending on experience.

Requirements

• Tertiary Degree or equivalent combination of education and work experience.
• 5 years relevant billing experience

Nice To Haves

• Deliver personalized, high‑quality service to meet the needs of internal and external customers, including business partners and brokers.
• Remain calm, professional, and composed in high‑pressure or escalated situations.
• Demonstrate patience, open‑mindedness, and a positive, courteous attitude in all interactions.
• Work effectively across multiple systems, processes, and regulatory requirements.
• Maintain a professional, polished, and customer‑focused demeanor always.
• Follow established guidelines and procedures with strong attention to detail and accuracy.
• Escalate issues appropriately when resolution requires additional support or authority.
• Apply sound judgment and problem‑solving skills to offer practical solutions, even in ambiguous situations.
• Communicate clearly, concisely, and professionally—both verbally and in writing.
• Use logical reasoning to analyze and resolve billing and collection‑related issues.
• Adapt quickly in a fast‑paced, changing environment while working effectively under pressure.
• Prioritize competing tasks based on urgency and business impact.
• Demonstrate flexibility with schedules, workload, and task assignments as business needs change.
• Show a commitment to continuous learning and professional growth by actively enhancing job knowledge.
• Experience with billing operations and billing systems
• Prior customer service experience
• Background in banking, finance, or related financial services
• Progressive levels of responsibility, with demonstrated experience in collections or accounts receivable
• Advanced working knowledge of Microsoft Office applications, including Excel, Word, and Outlook.
• Strong understanding of financial services concepts, including billing practices, insurance principles, financial instruments, and cash and capital management.
• Advanced knowledge of billing processes, systems, and industry best practices.
• Advanced understanding of customer service principles, including assessing customer needs, meeting quality standards, and evaluating customer satisfaction.
• Experience leveraging AI‑enabled tools (e.g., automation, analytics, or Copilot-style solutions) to improve efficiency, support decision‑making, enhance customer interactions, or streamline billing and collections processes.

Responsibilities

• Assist with the collection of past-due accounts by performing required collection activities to secure payment in accordance with established procedures.
• Respond to customer, business, and broker billing inquiries by researching and resolving issues to meet quality and service level expectations.
• Review billing records, identify discrepancies, and make appropriate adjustments to ensure accurate and complete documentation.
• Analyze accounts and collaborate with internal stakeholders to resolve billing and collection issues, escalating complex matters when necessary.
• Run reports, track discrepancies, and document billing or collection issues to help prevent recurring problems.
• Build subject matter expertise by proactively learning billing and collections processes, systems, and procedures.
• Support business partners and brokers by providing clear, timely, and well-informed responses to billing and payment-related inquiries.
• Follow established guidelines for documentation, tracking, and compliance, while communicating progress and issues to management.
• Contribute to a positive, inclusive, and collaborative work environment by demonstrating accountability, adaptability, continuous improvement, and a “can-do” attitude.

Benefits

• Hybrid Working – a mix of working from home and in the office
• 22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis
• Competitive 401(k) program with company match up to 8%
• Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal advice
• Tuition Reimbursement for professional certifications, and continuing education
• Employee Network and Community – QBE actively supports six Employee Networks, and many ways to give back to your community

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree