UFG is seeking an Agency Bill & Collections Specialist who will be responsible for overseeing our collection process to include; submitting accounts to our collection agency, handling correspondence regarding collections, make decisions on suit files and settlement offers, respond to premium balance disputes and allocating in-house payments. This position will also analyze agent accounts by reconciling and allocating payments; respond to phone calls and correspondence from agents, branch offices, marketing representatives, and underwriters; propose and implement resolution of issues. This position will reconcile and balance reports daily, monthly and annually as well as resolve routine and complex balancing differences. This position will also provide first line phone and email customer service for billing and payment activities for our policyholders. 

Responsibilities:

• Responsible for maintaining effective customer service for all internal and external UFG customers by utilizing excellent, in-depth knowledge of company systems and processes.
• Analyze daily uncollectible audit report to prepare for collections. Identify errors and work with Premium Audits to rectify them.
• Responsible for timely review/completion of reports.
• Oversee all revisions on accounts that are in collections and catch errors to make sure they are corrected before updating collection agency.
• Works with IT/PMO to enhance departmental processes/systems with main focus on collections.
• Authorize and monitor payments and in-house payment arrangements, when applicable.
• Analyze and reconcile assigned agents’ billed accounts.
• Respond to daily correspondence with outside vendors regarding collection account
• Allocate premium payments to appropriate parties.
• Develop strong business relationships with agents.
• Provides timely and positive customer service for complex billing and payment activities from policyholders, agents, and internal business partners for commercial lines policies.
• Communicate with agents regarding billings, address concerns and resolve differences
• Collaborate with DB management in decisions on suit filings and settlement offers on accounts that are in collections.
• Appear as a witness, if needed, for suit file or insurance complaint.
• Participate in developing, creating and implementing collection training processes and procedures.
• Initiate correspondence within the department regarding updates to collections, etc.
• Work with internal departments on answering collection or agency complaints when billing involved.
• Acts as a liaison between collection vendor and UFG internal departments.
• Identify errors on statement and request corrections with appropriate departments (e.g. Bonds, Underwriting)
• Miscellaneous duties as assigned.

Qualifications:

Education:

• Bachelor’s degree or INS designation desired.
• In absence of degree or designation, combination of experience, education and INS designation will be considered.

Experience:

• 5-7 years of customer service and/or insurance background required.
• Experience in handling escalated or difficult issues.
• Preferred knowledge of collection process.

Knowledge, skills & abilities:

• Strong oral & written communication skills.
• Strong attention to detail.
• Ability to establish priority and work independently.
• General knowledge of accounting principles.
• Microsoft Word and Excel helpful.
• Must have demonstrated ability of making minimal errors and high phone quality skills.
• Self-starter with minimal supervision.

Working Conditions:

• General office conditions not subject to adverse environmental conditions.