Account Resolution Analyst

Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Customer Service, Operations

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$43,200.00 - $71,300.003The Account Resolution Analyst is responsible for supporting Agency Bill related questions, resolving complex billing inquiries, and managing all receivables to maximize cash flow. Responsibilities include collaborating with appropriate parties to analyze outstanding receivables and disputed premium and documenting the resolution activity. Utilize decision making and resource navigation skills to manage complex cases and assignments with limited direction to determine best outcome based on business guidelines and authority level, leveraging partnerships with internal/external resources, and providing appropriate feedback as necessary. Independently performs a variety of duties, including servicing customer inquiries, escalation resolution, account research and analysis, while supporting business partners and vendors throughout the billing lifecycle. Exhibits strong analytical, prioritization, and organizational skills. Incumbent will be expected to meet performance goals and quality standards to ensure business objectives are achieved.

What Will You Do?

• Review accounts, validate overdue premium, and manage until appropriate resolution is reached.
• Research and analyze all aspects of disputed billing transactions.
• Ensure accurate application of payments collected, research and resolve discrepancies.
• Keep all appropriate parties informed of billing status and changes when situations necessitate.
• Investigate aged unallocated debits and/or credits.
• Ability to recognize agency trends and report anomalies to management.
• Identify uncollectible premium and determine appropriate action.
• Utilize necessary tools and resources to support receivables management efforts.
• Negotiates within company guidelines and authority levels, while maintaining the ability to navigate business exceptions.
• Handle complex accounts and will serve as a technical expert and resource, assisting agents and business partners with billing inquiries.
• May assist in providing quality reviews and recommendations for process improvements.
• May help to develop or update procedures and training documents.
• May assist with training facilitation.
• Participate in special projects aligned with strategic initiatives that contribute to enhancements to the customer experience, process optimization and workflow transformation.
• Provides coaching and development, acting as a strong mentor to peers, business partners, and vendors.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• College degree or experience in the accounting/insurance industry.
• Technology:
• Proficient use of technology; including, Microsoft Word, Excel, email, Web-enabled applications, and database software.
• Customer Focus:
• Demonstrates a commitment to superior service.
• Identifies collection needs and takes appropriate action to meet those needs.
• Ability to perform collection activity while delivering exceptional customer service.
• Acts with a sense of urgency and ownership.
• Develops and maintains on-going relationships with customers, brokers, underwriting, and premium audit.
• Demonstrates ability to effectively settle complex sensitive customer issues.
• Communication:
• Superior written and verbal communication skills.
• Listens to and understands what others are saying.
• Interacts effectively and appropriately with different audiences in difficult situations.
• Represents the company in a positive and professional manner.
• Displays optimistic demeanor.
• Utilizes a win-win style to negotiate and resolve disputes.
• Teamwork:
• Works independently and in a team environment. Involves others with expertise in decisions when appropriate, brainstorming to assess all possible avenues of resolution.
• Builds and maintains successful relationships within the company and with external contacts.
• Accountability:
• Takes ownership and responsibility for actions and outcomes, performance and results.
• Manages own work.
• Ability to switch between tasks at short notice, to ensure higher priority tasks are addressed as they arise.
• Good organization and prioritization skills.
• Analytical Thinking:
• Ability to analyze and compare information to understand issues and explore alternative solutions.
• Proven ability to solve problems with different approaches.
• Excellent research skills.
• Change Management:
• Ability to remain energized and focused in the face of ambiguity, change or strenuous demands.
• Is flexible - adjusts to new situations and changing priorities.
• Judgement & Decision Making:
• Ability to exercise sound judgment and make decisions.
• Evaluates information needs and makes the right choice of approach in meeting those needs.
• Is resourceful in gaining input to solve problems.
• Develops new methods or approaches to getting the work done. Able to recognize opportunities to achieve the best results; takes advantage of all important opportunities and takes intelligent risks.
• Relationship Management:
• Ability to seek out, build, foster, and maintain productive working relationships to meet goals and achieve results.

What is a Must Have?

• High school diploma/GED.