Billing Resolution Specialist

Overview

Horace Mann is seeking a customer-focused and detail-oriented Billing Resolution Specialist to support billing operations for our Supplemental Insurance products. In this role, you will evaluate billing inquiries, process premium transactions, and resolve complex billing issues while ensuring compliance with company standards and business rules.

The ideal candidate is analytical, solutions-oriented, and committed to delivering an exceptional customer experience while supporting operational excellence and continuous improvement.

Pay Range:

• $21.44 - $29.16/hr. + bonus

Salary is commensurate to experience, location, etc.

Responsibilities

Billing & Payment Processing

• Evaluate and act on billing inquiries and payments from clients, agents, school payroll administrators, and third parties within established service standards.
• Ensure premiums and contract deposits are processed and applied accurately and timely while meeting all compliance standards and business rules.
• Review, evaluate, and process change requests and premium receivables at both policy and group levels for Supplemental Insurance products.

Customer Service & Resolution

• Deliver an exceptional customer experience by providing professional, timely, and accurate support to clients, agents, schools, and internal business partners.
• Research and resolve billing discrepancies, payment concerns, and account issues with a focus on efficient, accurate resolution.
• Communicate professionally and effectively with internal and external stakeholders regarding billing inquiries and outcomes.

Process Improvement & Operational Excellence

• Continuously identify opportunities for process improvements, eliminating gaps and redundancies while improving efficiency and accuracy.
• Ensure adherence to all controls, operational procedures, and compliance standards.
• Recommend and support enhancements to billing workflows, systems, and customer experience processes.
• Maintain a strong focus on achieving first-call and “once-and-done” resolution whenever possible.

Requirements

• H.S. Diploma or GED equivalent required.
• Experience in billing operations, premium processing, customer service, or insurance operations preferred.
• Supplemental insurance product knowledge preferred.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Ability to communicate professionally and effectively with clients, agents, and internal business partners.
• Experience working with billing or policy administration systems preferred.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Commitment to customer service excellence, operational accuracy, and compliance.

Skills & Competencies

• Customer-focused mindset with strong service orientation.
• Effective verbal and written communication skills.
• Analytical thinking and problem-solving abilities.
• Process improvement mindset.
• Attention to detail and accuracy.
• Collaboration and teamwork across departments.