Billing Resolution Specialist

Horace Mann•Plano, TX

6h•$21 - $29

About The Position

Horace Mann is seeking a customer-focused and detail-oriented Billing Resolution Specialist to support billing operations for Supplemental Insurance products. The role evaluates billing inquiries, processes premium transactions, and resolves complex billing issues while ensuring compliance with company standards and business rules. The specialist supports a positive customer experience, operational excellence, and continuous improvement.

Requirements

High school diploma or GED equivalent.
Strong analytical and problem-solving skills with excellent attention to detail.
Ability to communicate professionally and effectively with clients, agents, and internal business partners.
Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
Commitment to customer service excellence, operational accuracy, and compliance.
Effective verbal and written communication skills.
Ability to collaborate and work across departments.

Nice To Haves

Experience in billing operations, premium processing, customer service, or insurance operations.
Knowledge of supplemental insurance products.
Experience working with billing or policy administration systems.
A customer-focused mindset, strong service orientation, and process improvement mindset.

Responsibilities

Evaluate and act on billing inquiries and payments from clients, agents, school payroll administrators, and third parties within established service standards.
Process and accurately apply premiums and contract deposits in a timely manner, meeting compliance standards and business rules.
Review, evaluate, and process change requests and premium receivables at policy and group levels for Supplemental Insurance products.
Provide professional, timely, and accurate support to clients, agents, schools, and internal business partners.
Research and resolve billing discrepancies, payment concerns, and account issues efficiently and accurately.
Communicate professionally and effectively with internal and external stakeholders about billing inquiries and outcomes.
Identify process improvement opportunities, eliminating gaps and redundancies and improving efficiency and accuracy.
Adhere to controls, operational procedures, and compliance standards.
Recommend and support enhancements to billing workflows, systems, and customer experience processes.
Focus on achieving first-call and “once-and-done” resolution whenever possible.