Billing Support Associate

Pathpoint is seeking a Billing Support Associate to manage billing operations, payment verification, and billing system accuracy. This role will be responsible for ensuring funds are properly received, payments are correctly applied, and billing platforms maintain accurate information.

The successful candidate will serve as the primary owner of billing workflows, handle agent and insured billing inquiries, resolve payment-related issues, and support system integrations between billing platforms and Salesforce. The role requires strong insurance billing knowledge, analytical skills, and the ability to manage operational challenges efficiently.

Key Responsibilities:

• Manage payment link and portal access issues for agents and insured customers.

• Maintain internal records of known issues and solutions to improve response efficiency.

• Investigate and resolve billing platform issues, including invoice generation failures and payment processing errors.

• Serve as the first point of contact for Ascend billing-related concerns from agents, insureds, and internal teams.

• Identify root causes of billing issues, including data entry errors, synchronization problems, carrier configuration issues, or platform defects.

• Resolve payment application problems, including incorrect invoice allocation, failed payments, and partial payment issues.

• Handle refund and return-premium exceptions, including incorrect refund calculations and credit application issues.

• Monitor notice-of-cancellation and payment reminder issues to ensure accurate customer communication.

• Coordinate with Financial Operations teams and platform support to track and resolve technical issues.

Requirements:

• Minimum 2 years of experience in insurance billing, accounts receivable, premium accounting, or payment operations.

• Experience in E&S/wholesale insurance or MGA environment is preferred.

• Strong written communication skills with the ability to explain billing issues clearly.

• Experience working with Salesforce-based agency management or policy systems.

• Ability to identify system errors and prepare detailed bug reports.

• Working knowledge of premium billing processes, including agency billing, direct billing, premium finance, commission netting, surplus lines taxes and fees, pro-rata, and short-rate calculations.

• Advanced Excel skills, including lookups, pivot tables, and large-file reconciliation.

• Experience with SQL or BI tools such as Metabase or Hex is preferred.

• Strong knowledge of:

• Insurance billing and financial operations

• Salesforce-based systems and integrations

• Payment reconciliation and billing workflows