MetLife

Location: Virtual within commutable distance to Tampa FL, Aurora IL, St Louis MO, and Oriskany NY offices (with travel to office monthly)

The Role

Provides billing administration and solutions to MetLife Regional and National Account group customers for Property & Casualty Payroll Deduct and Direct Billing methods. Responsible for the overall customer billing experience and delivering service excellence.

Key Responsibilities

• Builds and maintains strong relationships with group customers and internal partners. Serves as key contact to internal partners on issues, working effectively with internal and external contacts in problem resolution. Resolves and responds directly to group customers regarding billing inquiries and issues. Participates in escalation calls as billing expert with Customer, Broker, Sales, and Service as situation warrants.
• Conducts proactive outreach to group customers regarding payment discrepancies, misdirected payments, cash received without backup, missing remits, missing payments, and overpayments. Offers situation specific alternatives and solutions to assist customers.
• Educates customers on the billing and remittance processes and provides ongoing guidance and support during implementation and welcome call, as well as throughout the entire customer relationship to make billing administration easy for our customers and internal partners.
• Performs functions critical to the accuracy of billing for assigned group customers including daily review and analysis of error reports; suspense management; billing vs remit discrepancies; billing master schedule updates; final bill hold review and release; eligibility updates and identification and resolution of D&U. Additional functions may be needed based on specific product(s) assigned
• Proactively monitors billing transmission and payment processes for assigned block to prevent billing issues and avoid escalations. May require working with customers and partners to change data protocols or processes.
• Completes group level reconciliations and payment history review. Determines appropriate cash allocation and provides direction to the Remittance Department for proper premium application. Make decisions regarding refunds, write-offs, and reinstatements.

Required Experience

• 2+ years business experience
• Demonstrates excellent customer service and relationship building skills with the ability to communicate clearly both verbally and in writing, internally and externally.
• Ability to handle high pressure situations (internal and external) with tact.
• Solid math problem solving skills
• Strong attention to detail and analytical thinking skills
• Advanced knowledge of Excel
• Ability to multi-task and strong organizational skills with ability to work independently and in a team environment
• Ability to readily adapt to change, meet deadlines, effective time management and prioritization skills

Preferred Experience

• Bachelor’s degree in a related field.
• Working knowledge of multiple billing/administrative systems (UIS, CBS, and CDF) to perform billing functions.
• Working knowledge of eligibility and enrollment processes in addition to customer payroll schedules and pay dates