Pet Group Billing Support

Overview

Join a leading group insurance provider serving over 55,000 customers and covering more than 50 million employees and family members. This role is part of the Group Benefits team delivering life, disability, dental, vision, and voluntary benefits solutions tailored to employers and workforces. The position focuses on group pet insurance billing support, ensuring accurate policy billing, reconciliation, and issue resolution.

Responsibilities

• Conduct routine policy audits for group customers to identify overpayments, underpayments, and data discrepancies; escalate issues as needed.
• Process transactional requests such as start/stop coverage and submit IT tickets to support policy corrections.
• Review policy details to validate refunds, prepare refund breakdowns, and coordinate with Accounting, Billing, and customer-facing teams.
• Manage weekly reporting (e.g., PET Compare), track issues through resolution, document actions, and collaborate with internal teams.
• Review daily operational reports to research policy information, identify issues, and determine appropriate follow-up actions.
• Process routine policy transactions including monetary adjustments and submit IT service tickets to ensure accurate policy administration.
• Partner with Customer Experience, Billing Operations, and Billing Management teams to coordinate policyholder outreach and provide status updates.
• Support departmental projects by conducting policy reviews, assisting with billing reconciliation, and completing administrative tasks such as group updates and cancellations.
• Maintain documentation, work instructions, time tracking, and audit logs; provide feedback to support process effectiveness and continuous improvement.
• Support daily intake and organization of operational files; assist with data review for discrepancies and document findings.
• Prepare summaries and share observations to support issue resolution and process improvements.
• Provide training, guidance, and mentorship to team members.

Required Qualifications

• Minimum 2 years of experience with billing, transmission, and payment processes within the insurance industry.
• Excellent attention to detail and strong documentation skills, including maintaining audit logs and work instructions.
• Strong organizational and time management abilities.
• Analytical skills to research, interpret, and resolve complex policy and billing issues.
• Self-starter with an ownership mindset.
• Flexibility to manage competing priorities as directed.
• High school diploma or equivalent required.

Preferred Qualifications

• Knowledge of voluntary benefits, pet insurance, or group billing operations.
• Familiarity with reconciliation processes, refunds, and financial controls.
• Ability to work independently, manage multiple tasks, and prioritize deadlines effectively.
• Self-motivated to learn about the business and proactive in personal development.
• Associate's degree preferred.

Compensation & Benefits

• Salary range: $41,600 - $72,300.
• Eligibility for annual short-term incentive compensation and stock-based long-term incentives, subject to plan terms.
• Comprehensive benefits including medical, prescription drug, vision, dental insurance.
• No-cost short- and long-term disability coverage.
• Company-paid life insurance and legal services.
• Retirement pension fully funded by the employer and 401(k) with employer matching.
• Group discounts on voluntary insurance products such as auto, home, pet, critical illness, hospital indemnity, and accident insurance.
• Employee Assistance Program (EAP) and digital mental health programs.
• Parental leave, paid time off, paid holidays, volunteer time off, and tuition assistance.

Location

This position is based in the United States. Applicants must be legally authorized to work in the U.S.

Equal Opportunity

Employment decisions are made without regard to race, color, national origin, religion, creed, sex (including pregnancy or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other protected characteristic under applicable law.

Additional Information

• The employer maintains a drug-free workplace.
• Reasonable accommodations are available for applicants with disabilities during the application process upon request.
• It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment.