Horace Mann is seeking a detail-oriented and customer-focused Senior Billing Resolution Specialist to support billing operations across Individual Supplemental and Group Products. In this role, you will review, evaluate, and process billing changes and premium receivables while ensuring accuracy, compliance, and an exceptional customer experience.
This position plays a key role in maintaining service standards, resolving complex billing inquiries, and supporting continuous improvement initiatives within Premium Services.
Key Responsibilities
Billing Operations & Processing
- Prepare daily morning deposits and process daily carrier payments, ensuring all transactions are accurate, timely, and aligned with established financial controls and procedures.
- Maintain Billing Administrative system to ensure accurate invoice generation and premium billing.
- Review, evaluate, and process change requests, comparison reports, and suspense reports across multiple lines of business.
- Accurately process and apply premiums and contract deposits, ensuring compliance with all business rules and regulatory requirements.
- Maintain a strong understanding of Policy Administration systems to support efficient and accurate processing.
- Ensure all transactions are completed within established service level and quality standards.
- Remain available in the phone queue while completing daily work and handle inbound calls from clients, agents, payroll administrators and third parties, providing timely and accurate support.
Customer Service & Resolution
- Evaluate and act on billing inquiries and payments from clients, agents, school payroll administrators, and third parties.
- Provide a high level of customer service, ensuring a positive experience for all stakeholders.
- Maintain a client-focused mindset, striving to exceed agent and customer expectations in every interaction.
- Resolve billing issues efficiently with a focus on first-call or “once and done” resolution.
- Maintain strong relationships with assigned groups, ensuring consistent communication, responsiveness, and a high level of service.
Quality, Compliance & Performance
- Uphold all regulated and filed rules, ensuring compliance across all billing activities.
- Maintain individual production and quality standards across individual, group, and suspense processing.
- Provide updates on assigned work to ensure transparency and adherence to service level expectations.
Collaboration & Team Support
- Actively facilitate or participate in team meetings, training sessions, and collaborative work efforts.
- Partner with peers and leadership on work prioritization and distribution to meet service expectations.
- Support team members as needed to ensure overall team success and service level achievement.
Process Improvement & Continuous Learning
- Identify opportunities for process improvements, eliminating inefficiencies and enhancing controls and procedures.
- Execute improvement initiatives that drive operational efficiency and accuracy.
- Participate in professional development opportunities, including AINS and/or LOMA coursework (preferred).
Qualifications & Experience
- H.S. Diploma or GED required.
- Experience in billing, premium processing, or insurance operations across multiple lines of business preferred.
- Strong understanding of policy administration and billing systems.
- Excellent analytical, problem-solving, and organizational skills.
- Strong communication skills with a customer-first mindset.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Demonstrated commitment to accuracy, compliance, and quality performance standards.
Pay Range:
Salary is commensurate to experience, location, etc.
Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. And with our broadened mission has come corporate growth: We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have more than $12 billion in assets.
We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.
EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
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