Specialist - Direct Bill

Acrisure•Grand Rapids, MI

1d•Onsite

About The Position

Serve as the primary onshore escalation point for Operations staff and offshore delivery teams, taking ownership of complex issues, ensuring timely resolution, and providing clear communication across all stakeholders. Drive process consistency and improvement by analyzing recurring issues, coordinating with offshore leads, sharing best practices, and supporting training/documentation to reduce future escalations and strengthen overall service delivery. Assist in the development and enhancements of processes through streamlining tasks and improving efficiency. Develop and maintain strong relationships with Accounting automation partner/offshore delivery team, Operations, Growth, Accounting, & Finance teams, addressing escalations, inquiries, and resolving discrepancies in a professional and timely manner. Stay up-to-date and in compliance with industry regulations and best practices. Implementing and maintaining accounting policies, procedures, and controls to ensure compliance with regulatory requirements and company guidelines. Identifies potential financial risks and raises these issues, along with suggested solutions, to leaders and Operational Excellence. Participate in special projects and initiatives as assigned, demonstrating flexibility and adaptability in a fast-paced environment. Ensure accurate and timely completion of tasks related to carrier invoices and payments. Works closely with offshore delivery teams to ensure high-quality and consistent processing that meet our SLAs, performing regular quality audits. Support training documentation and knowledge sharing for both onshore and offshore teams. Participate in UAT (User Acceptance Testing) for system enhancements or process changes.

Requirements

Strong understanding of Direct Bill operations
Demonstrates ability to navigate, problem solve, and complete complex processes
Exceptional attention to detail and accuracy, with the ability to analyze complex financial data.
Initiative to complete work without the prompting of others.
Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
Excellent communication and interpersonal skills, with the ability to build and maintain relationships with agency partners, carrier partners and internal stakeholders.
Ability to work independently as well as collaboratively in a team-oriented environment.
Solid problem-solving and decision-making abilities, with a proactive approach to identifying and resolving issues.
Bachelor's degree in accounting, finance, or a related field preferred.
3-5+ years of insurance accounting experience in Direct Bill required.
Demonstrated proficiency in Applied Epic agency management system.
Proficient in using agency management system software and Microsoft office applications.
Strong cross-functional knowledge across all insurance accounting processes.
Familiarity with process improvement tools or methodologies (i.e., Lean, Six Sigma, automation).

Responsibilities

Serve as the primary onshore escalation point for Operations staff and offshore delivery teams, taking ownership of complex issues, ensuring timely resolution, and providing clear communication across all stakeholders.
Drive process consistency and improvement by analyzing recurring issues, coordinating with offshore leads, sharing best practices, and supporting training/documentation to reduce future escalations and strengthen overall service delivery.
Assist in the development and enhancements of processes through streamlining tasks and improving efficiency.
Develop and maintain strong relationships with Accounting automation partner/offshore delivery team, Operations, Growth, Accounting, & Finance teams, addressing escalations, inquiries, and resolving discrepancies in a professional and timely manner.
Stay up-to-date and in compliance with industry regulations and best practices.
Implementing and maintaining accounting policies, procedures, and controls to ensure compliance with regulatory requirements and company guidelines.
Identifies potential financial risks and raises these issues, along with suggested solutions, to leaders and Operational Excellence.
Participate in special projects and initiatives as assigned, demonstrating flexibility and adaptability in a fast-paced environment.
Ensure accurate and timely completion of tasks related to carrier invoices and payments.
Works closely with offshore delivery teams to ensure high-quality and consistent processing that meet our SLAs, performing regular quality audits.
Support training documentation and knowledge sharing for both onshore and offshore teams.
Participate in UAT (User Acceptance Testing) for system enhancements or process changes.