Billing and Collections Specialist

Who is Allstate:

Allstate Insurance Company of Canada is a leading home and auto insurer focused on providing its customers prevention and protection products and services for every stage of life. The company is proud to have been named a Best Employer in Canada for nine consecutive years and prioritizes supporting employees and fostering an inclusive, welcoming corporate culture. Allstate is committed to making a positive difference in the communities in which it operates through partnerships with charitable organizations, employee giving and volunteerism. Serving Canadians since 1953, Allstate strives to provide reassurance with its "You’re in Good Hands®" promise.

Through our Employee Value Proposition, Opportunity, Flexibility, Community, Diversity and Family, we have worked hard to develop and nurture a culture where employees feel valued, experience personal growth, have career options and truly enjoy the work they do.

Role Designation: Hybrid

The Billing & Collections Specialist is accountable to oversee customer and/or broker billing and payment processes to support the achievement of ACG’s short- and long-term Mission, Vision, and Strategic objectives. The Billing & Collections Specialist is responsible for the end-to-end premium billing and payment cycle, performing regular reconciliations and account clearing for Accounts Receivable and Payables, and analyzing or monitoring collections.

Accountabilities:

Reconcile the Direct Bill daily payments posted to validate the amounts posted with the amounts deposited, investigating, and resolving discrepancies

Process the daily returned payments file from our financial institutions and post the returned payment to the customer’s policy

Review the daily credit balance report to identify any amounts that need to be refunded back to the customer, held for a future payment, or transferred to another policy

Issue customer refunds for credit balance amounts

Review the daily premium refund report to identify amounts that exceed a defined threshold to intervene and determine if an alternate payment method is applicable

Process requests for stop-payment and reissue a replacement refund

Investigate and correct any discrepancies and ensure payment receipts are processed within prescribed timelines

Resolve any payment discrepancies to maintain the company’s cash flow and/or investments

Make exceptions to waive any partial payment fees or NSF fees in consultation with the agent or broker

Make recommendations for reinstatement of a policy to the Underwriting department after consultation with the agent of record

Provide backup phone support for the Billing Service Advisor team as required

Receive and resolve billing and payment related customer service requests through multiple communication channels, including phone, email, instant message, chat, request management solutions, etc.

Escalate customer service issues to management or a team member with higher authority if required

Provide professional and respectful customer service to internal and external staff and/or customers

Qualifications:

A minimum of 3 to 5 years billing and collection and/or customer service experience.

Demonstrated intermediate-level PC and software skills are essential: i.e. Office 365

Strong verbal/written communication/interpersonal skills are required to represent a professional manner with internal and external customers

Ability to work in a high volume and faced paced team environment with changing priorities.

Work independently and as a team player

Solid multi-tasking, time management and good organization skills

Ability to work flexible hours (as required)

Analytical and critical thinking skills required

Demonstrated competency and proficiency in basic accounting concepts is essential

Able to identify inefficiencies and opportunities for improvement

Strong decision making/problem solving ability, exhibiting flexibility and independent judgement, when making decisions necessary to ensure high quality service for all customers

Ability to influence others, to assess, evaluate and make recommendations, build cross functional relationships

Allstate Canada Group has policies and practices that provide workplace accommodations. If you require accommodation please let us know and we will work with you to meet your needs.