Billing Account Representative

About the position

The Billing Account Representative at MetLife is responsible for providing billing administration and solutions to group Property & Casualty customers. This role focuses on ensuring an excellent customer billing experience and involves building strong relationships with customers and internal partners, resolving billing inquiries, and proactively managing billing processes to prevent issues.

Responsibilities

• Accountable for standard regional and national account customers, including single and multi-product customers.
• Builds and maintains strong relationships with group customers and internal partners, serving as the key contact for billing issues.
• Resolves and responds directly to group customers regarding billing inquiries and issues, participating in escalation calls as a billing expert.
• Conducts proactive outreach to group customers regarding payment discrepancies and offers solutions to assist customers.
• Educates customers on billing and remittance processes, providing ongoing guidance and support throughout the customer relationship.
• Performs critical functions for billing accuracy, including daily review of error reports and billing vs remit discrepancies.
• Proactively monitors billing transmission and payment processes to prevent issues.
• Completes group level reconciliations and payment history reviews, making decisions regarding refunds and write-offs.
• Determines appropriate cash allocation and provides direction to the Remittance Department for premium application.
• Reviews reports and conducts analysis to correct errors resulting from failed processes.

Requirements

• 2+ years business experience
• Excellent customer service and relationship building skills
• Ability to communicate clearly both verbally and in writing
• Ability to handle high pressure situations with tact
• Solid math problem solving skills
• Strong attention to detail and analytical thinking skills
• Advanced knowledge of Excel
• Strong organizational skills and ability to multi-task
• Ability to work independently and in a team environment
• Effective time management and prioritization skills
• Ability to adapt to change

Nice-to-haves

• Bachelor's degree in a related field
• Working knowledge of multiple billing/administrative systems (UIS, CBS, and CDF)
• Working knowledge of eligibility and enrollment processes and customer payroll schedules