Overview
This role is responsible for fund movement, payment verification, and billing-platform integrity—confirming that money lands correctly, tracking where payments go, and ensuring the billing system is updated and accurate.
The Billing Associate is the single owner of the Ascend billing workflow and the Ascend↔Salesforce integration escalation loop, replacing an ad hoc rotation across Financial Operations, Operations, and Compliance. This role also serves as the first-line responder for agent and insured billing questions.
Responsibilities
- Manage payment-link and portal access issues for agents and insureds (broken links, wrong recipient, access errors)
- Maintain an internal known-issues and workaround log so repeat inquiries are answered consistently without re-investigation
- Log recurring payment platform defects with reproducible detail; escalate to Financial Operations leadership and platform support; track ticket status through resolution and communicate ETAs back to the requesting agent
- Provide first-line triage for Ascend billing issues raised by agents, insureds, or internal teams
- Determine whether the root cause is data entry, sync, carrier configuration, or a platform defect
- Investigate and resolve invoice generation failures, including:
- Policies that don’t bill
- Invoices stuck in draft
- Invoices that never issue to the agent/insured
- Resolve sync and integration breaks between the payment platform and the policy system of record (Salesforce), including:
- Missing policies
- Stale premium or fee values
- Endorsements that don’t flow through
- Duplicated records
- Research payment application failures, including:
- ACH/card payments not posting
- Payments landing on the wrong invoice or policy
- Partial payments not reducing balance
- Failed/returned payments requiring re-invoice
- Handle refund and return-premium exceptions in Ascend, including cancellations that generate incorrect return amounts or credits that fail to apply
- Investigate notice-of-cancellation and dunning misfires, including:
- Notices sent on paid accounts
- Notices not sent on delinquent accounts
- Incorrect effective/cancellation dates on notices
Requirements
- 2+ years in insurance billing, AR, premium accounting, or payment operations (E&S/wholesale or MGA preferred)
- Strong written communication; able to explain an invoice or a split refund to an agent without accounting jargon
- Experience with a Salesforce-based agency management/policy system
- Ability to distinguish user error from platform defect and write a reproducible bug report
- Working knowledge of premium billing mechanics, including:
- Agency vs. direct bill
- Premium finance
- Commission netting
- Surplus lines taxes and fees
- Pro-rata and short-rate
- Advanced Excel (lookups, pivots, large-file reconciliation)
- SQL or BI exposure (Metabase, Hex)
- Insurance-specific finance and accounting experience
- SOP authoring and Slack-based operational monitoring
- Knowledge of the insurance industry is a plus, but not a requirement
Compensation & Benefits
- Compensation range: $60K - $70K
- Insurance coverage with some plans at no cost to you
- Competitive compensation, equity, and total rewards
- 401(k) with an annual company match
- 20-days of PTO (increased to 25-days after 2-years)
- Professional development opportunities
- Remote-first working environment with investments in in-person collaboration
- Annual $500 home office stipend
- Monthly $75 internet stipend
- Generous paid parental leave
Location
Remote-first working environment.
Work Authorization
We are unable to provide visa sponsorship for this position at this time. By applying to this job, you confirm that you are eligible to work in the U.S. without requiring visa sponsorship now or in the future.