Responsible for leading a team of billing specialists in our Philadelphia office and assist in the oversight of our offshore processes to ensure timely and efficient collection of U.S. Producer Billed insurance premium and providing best in class customer service.
Responsibilities:
- Manages the collection lifecycle to ensure receivables are collected within established timeframes, and all escalation procedures are followed by specialists.
- Assist in redesign of team alignment and work assignment for onshore and offshore teams.
- Establish productivity metrics for all team members and performance reporting.
- Identify opportunities for redesign and automation of processes to reduce manual work effort and increase capacity within the team.
- Develop and implement training and development plans for onshore staff to ensure understanding of all billing systems and workflow tools.
- Act as a liaison to top broker contacts and relationship managers to identify any billing related issues and work to improve our broker partnerships.
- Ensure that internal and external customer emails are responded to within established timeframes and that responses are accurate.
- Work with IT on business requirements for new products or systems and participate in testing to identify any impact on billing.
- Conduct weekly meetings with offshore managers to review productivity reports, identify and analyze trends, identify training needs, and provide training solutions.
- Conduct periodic meetings with offshore team to review trends in quality control analysis and help answer any questions.
- Provide leadership and direction to onshore and offshore teams . Ensure staff understands, accepts, and supports their role in achieving CSSC goals.
- Function as a liaison between our offshore team and CHUBB business leaders. Provide support, direction, and answer questions or concerns from our business leaders.
- Conduct meetings with our business partners to address receivables trending, escalate issues to resolution or enhance processes and procedures.
- Travel to India, if necessary.
