HBO Senior Billing Specialist

HBO Senior Billing Specialist

The HBO Senior Billing Specialist is responsible for managing complex, multi-faceted agency-bill invoicing transactions within the HUB Billing Operations (HBO) West Region. This role covers all core agency-bill billing functions in addition to managing middle market and complex accounts, resolves billing exceptions and escalated issues, and serves as a subject matter resource for the HBO billing team. The HBO Senior Billing Specialist partners closely with Servicers and cross-functional teams to ensure accurate and timely billings, while supporting the development and training of HBO Billing Specialists.

A strong communicator with deep billing expertise, sound judgment, and a proactive team player approach are essential to success in this role.

Complex Transaction Processing

• Process agency-bill invoicing transactions for middle market, complex, and multi-policy accounts including Personal Lines (PL) and Commercial Lines (CL)
• Manage billing for accounts with three or more insurance policies and non-standard billing arrangements
• Execute complex billing transactions including new business, renewals, endorsements, audits, and cancellations within Epic
• Coordinate premium financing transactions for complex accounts
• Complete complex invoicing for all agency bill items for the designated region based on applicable workflows and service level standards
• Enter transactions in Epic to match carrier documents and ensure proper coding
• Ensure carrier invoices are sent to accounting (HFC) and attach generated invoices to the !
  
  HBO activity before recording back to the Servicer
• Navigate complex policy structures, surplus lines, and non-standard billing arrangements

Activity & Workload Management

• Manage!
  
  HBO activities assigned via Epic home screen based on designated Agency, Branch Code, or Profit Center
• Monitor and process Normal priority!
  
  HBO activities same day if submitted before 2:00 p.m., or within 24 hours
• Monitor and process Urgent priority!
  
  HBO activities within 3 business hours
• Meet individual productivity targets to include activities, error rate, reduction in $Activities, and reduction in NOCs
• Adhere consistently to established workflows, service standards, and quality controls

Escalation & Exception Resolution

• Serve as the subject matter resource for HBO Billing Specialists on complex billing scenarios
• Resolve billing exceptions and escalated!
  
  HBO activities, coordinating across internal finance teams as needed
• Assist the service team with $PX2 and $PDM activities as needed
• Resolve open $Activities including $PX3s in partnership with the HFC
• Resolve accounting discrepancies that have increased complexity or have been outstanding over 90 days
• Provide problem-solving support to Servicers with complicated client invoicing and historic discrepancies
• Work directly with finance companies to resolve difficult or complex financing situations
• Exercise independent judgment on billing exceptions and escalations, in partnership with management as needed

Servicer Partnership

• Review incoming Servicer activities for completeness before processing
• Flag and return incomplete submissions to Servicers to reduce downstream billing errors
• Partner closely with Servicers across the regional footprint to ensure complete and accurate billings on complex accounts
• Review account setup in Epic to ensure proper account screen setup
• Communicate to Servicers when adjustments or additional information is needed to invoice policies

Training & Development

• Mentor and coach HBO Billing Specialists, providing guidance on complex billing requests and difficult financing situations
• Assist in the training of new HBO employees
• Provide regular insight into Team members' performance and development to the Team Leader
• Support the development and documentation of standard operating procedures (SOPs) as the HBO model grows
• Take the lead with new agency acquisitions and conversions after Go-Live
• Backup Team Leader during absences

Compliance & Documentation

• Maintain accurate billing documentation in activity notes and attachments
• Double-check key transaction areas before finalizing every billing:
  Policy number, effective dates, PPE & ICO…