HBO Senior Billing Specialist

Position Summary

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 the same day if submitted before 2:00p.m., or within 24hours. Monitor and process urgent‑priority HBO activities within 3 business hours. Meet individual productivity targets to include activities, error rate, reduction in dollar 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 90days.
  
  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 – 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…