Billing and Collections Coordinator

Role Overview

• Handles internal and external customer calls and emails relating to billing and/or policy status.
• Independently conducts contacts via phone or email with external customers in pursuit of collection or resolution of aged receivables.
• Provides responses in writing and/or by telephone within designated call and transaction parameters.
• Performs analysis and balance reconciliation of financial data to ensure accuracy of all transactions and open balances.
• Determines and initiates actions such as corrections, policy cancellations/ reinstatements, balance transfers to legal collections, etc. to resolve issues and disputes.
• Owns all internal actions, including follow through, to ensure that all related corrective actions or transactions are supported by peer areas in underwriting, processing and billing & collections.
• Maintains detailed file activity documentation through closure of collection efforts.
• Communicates professionally and effectively, follows up, and keeps customers informed.
• Builds strong relationships with customers and colleagues.
• Provides superior service to our customers and internal business partners acting with a sense of urgency.
• Provides user assistance with website navigation assistance.
• Identifies issues and process improvement opportunities on a routine basis.
• May perform additional duties as assigned.

Requirements

• Associates Degree or equivalent
• Typically a minimum two years of relevant experience
• Strong written, verbal and interpersonal communication skills, including professional phone etiquette and the ability to work with internal and external customers at all levels.
• Analytical skills with the ability to work independently and proactively to identify and resolve problems.
• Solid computer skills including Microsoft Office Suite and other business related software.
• Strong organizational skills including the ability to handle multiple tasks and prioritize work.

Benefits

• CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals.