Billing Resolution Specialist

Responsibilities

• Billing & Payment Processing
• Evaluate and act on billing inquiries and payments from clients, agents, school payroll administrators, and third parties within established service standards.
• Ensure premiums and contract deposits are processed and applied accurately and timely while meeting all compliance standards and business rules.
• Review, evaluate, and process change requests and premium receivables at both policy and group levels for Supplemental Insurance products.
• Customer Service & Resolution
• Deliver an exceptional customer experience by providing professional, timely, and accurate support to clients, agents, schools, and internal business partners.
• Research and resolve billing discrepancies, payment concerns, and account issues with a focus on efficient, accurate resolution.
• Communicate professionally and effectively with internal and external stakeholders regarding billing inquiries and outcomes.
• Process Improvement & Operational Excellence
• Continuously identify opportunities for process improvements, eliminating gaps and redundancies while improving efficiency and accuracy.
• Ensure adherence to all controls, operational procedures, and compliance standards.
• Recommend and support enhancements to billing workflows, systems, and customer experience processes.
• Maintain a strong focus on achieving first-call and "once-and-done" resolution whenever possible.
• Qualifications & Experience
• H.S. Diploma or GED equivalent, required.
• Experience in billing operations, premium processing, customer service, or insurance operations preferred.
• Supplemental insurance product knowledge preferred.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Ability to communicate professionally and effectively with clients, agents, and internal business partners.
• Experience working with billing or policy administration systems preferred.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Commitment to customer service excellence, operational accuracy, and compliance.
• Skills & Competencies
• Customer-focused mindset with strong service orientation
• Effective verbal and written communication skills
• Analytical thinking and problem-solving abilities
• Process improvement mindset
• Attention to detail and accuracy
• Collaboration and teamwork across departments
• Pay Range:
• $21.44 - $29.16/hr.
• Salary is commensurate to experience, location, etc.
• EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
• For applicants that are California residents, please review our California Consumer Privacy Notice
• All applicants should review our Horace Mann Privacy Policy

Benefits

Additional Information

Horace Mann is seeking a customer-focused and detail-oriented Billing Resolution Specialist to support billing operations for our Individual Supplemental and Group Insurance products . In this role, you will evaluate billing inquiries, process premium transactions, and resolve complex billing issues while ensuring compliance with company standards and business rules. The ideal candidate is analytical, solutions-oriented, and committed to delivering an exceptional customer experience while supporting operational excellence and continuous improvement.

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