Direct Bill Technician (Administrative)

At Penn National Insurance, we're on a mission to help people feel secure and make life better when bad things happen. For over 106 years, we've been a trusted partner to individuals, families and businesses because we are a mutual insurance company where service and support for our policyholders are at the heart of everything we do. We market our products through a network of 1,200 independent agency operations in 12 states.

We are seeking a Direct Bill Technician who will handle customer inquiries related to direct bill collections and is responsible for providing customer service via phone or written correspondence with regard to customer inquiries related to earned and expired premium or refund checks and ensuring timely follow-up and problem resolution. 

 

COMPETENCIES AND ESSENTIAL DUTIES

Team Building               

Adheres to the work group's expectations and guidelines; fulfills team or work group responsibilities; demonstrates personal commitment to group goals.

Attention to Details 

Must determine whether to accept or reject direct bill payments within predefined tolerances for each type of business.

Must identify proper method of receipt to determine if a direct bill payment can be accepted and policy reinstated or must follow proper procedures to apply payment to earned and expired premium or return.

Quality Orientation  

Responsible for prompt, yet thorough, research and resolution of inquiries and requests escalated from individuals in the Customer Contact Center.

Has the authorization to perform write-offs of earned and expired direct bill premium and accept settlement offers on direct bill policies subject to Billing Services guidelines.

Tracks and reviews direct bill collection agency results and reports to management.

Performs miscellaneous transaction processing tasks associated with the processing of payments and collections, such as return payments, refund checks, reinstatements and transferring funds.

Planning & Organizing            

Judgment must be used when determining how to place uncollectible premiums with collection agencies.  Is responsible to assist collection agencies in their collection efforts by providing all requested documentation.

Positive Approach    

Responsible for the collection of earned and expired premium for all direct bill policies.

Compiles direct bill collection efforts, write offs and recoveries and/or develops information pertinent to the composition of reports, correspondence, emails or special projects.

Supports the Collection Technician position as backup for performing administrative and computer system-oriented transaction processing activities related to all incoming direct bill payments.  Must research, post and balance all incoming payments from various sources to the appropriate direct bill accounts.

Applied Learning        

Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through practice and ongoing feedback.

 

Performs other duties as may be assigned by the Group Leader Direct Bill Services.

 

CORPORATE CORE COMPETENCIES

Effectively Communicates and Connects  

Customer Focused    

Talent Development Mindset              

Demonstrates Adaptability

Demonstrates Accountability             

 

SPECIAL RELATIONSHIPS

Interacts with all levels of the organization internally, to include RVPs and legal department, as well as interaction with external customers including agents, insureds, collection agencies and attorneys.

 

Education/Credentials

High School Diploma required. 

Continuing education in accounting or business administration desired. 

 

Experience     

Minimum of 3 years' experience within a collections environment, preferably within the insurance industry.

 

Technical/ Professional Knowledge            

Good PC skills with an emphasis on Microsoft Office suite of products.

Proficient in a Windows environment and the ability to utilize computer-oriented systems for information storage, retrieval and computation.

Ability to work in deadline driven/team oriented customer service environment.

Adaptability to changes in procedures and disruption to work flows

Ability to work with automated accounting and billing systems

Ability to communicate effectively and professionally, both orally and written.

Must demonstrate sound judgment in order to determine how to place uncollectible premiums with collection agencies.

 

JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.

Must be able to see and effectively use a computer monitor.

Must be able to operate a computer, keyboard and applicable printers and other general office equipment.

Must be able to access and enter information accurately using automated systems.

Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.

Must be able to present information to individuals and groups.

Must be able to interpret and apply concepts that may or may not be based upon established guidelines.

Must be able to maintain acceptable attendance and adhere to scheduled work hours.

Why Penn National Insurance?
At Penn National Insurance, we value innovation, collaboration, and customer service. Our team is dedicated to providing the highest quality service to our agency partners, and we are looking for a Territory Manager who is passionate about driving growth and building strong relationships.

Only candidates from the following states will be considered for opportunities with Penn National Insurance: Alabama, Delaware, Iowa, Maryland, Minnesota, North Carolina, New Jersey, Pennsylvania, South Carolina, Tennessee, Virginia, Wisconsin.