Insurance Billing Support Associate

Direct Billing Support Associate, US Credit Control

Exton, Pennsylvania / USA

In the Direct Billing Support Associate role, you will be dedicated to providing exceptional customer service to our clients. The Direct Billing Support Associate is responsible for managing the end‑to‑end billing and collections lifecycle for the Direct Bill portfolio. This role ensures accurate billing execution, timely collections, issue resolution, and customer experience for policyholders, and internal partners. The Associate plays a critical role in maintaining financial integrity, reducing aged receivables, and supporting compliance with established SOPs, key controls, and KPIs.

What will your essential responsibilities include?

• Partner with Underwriting Operations to address policy setup issues, endorsement impacts, and billing corrections.
• Investigate and resolve billing‑related inquiries, including misapplied payments, missing invoices, and policyholder questions.
• Manage daily collections activities for assigned accounts, ensuring adherence to credit terms, installment plans, and collection guidelines.
• Monitor aging reports, identify high‑risk items, and elevate issues requiring leadership or underwriting involvement.
• Recommend strategies to reduce delinquency and improve overall collections performance.
• Oversee billable transactions to ensure accurate billing to insureds, providing assistance with updates and adjustments as needed.
• Provide insights and feedback to leadership on recurring issues, customer pain points, and process gaps.
• Initiate premium corrections, instruct on cash application, commission disbursements, return premium disbursements and write‑offs as warranted.
• Respond promptly to customer inquiries via phone and email, ensuring all interactions are documented and tracked until fully resolved.
• Serve as liaison between insureds, brokers, Underwriting and other AXA XL departments to resolve billing issues efficiently.
• Build and maintain relationships with internal teams and external clients to enhance collaboration and service quality.
• Collaborate effectively with offshore team in cash management.
• Prepare and deliver comprehensive monthly status reports to Management supporting the department in meeting or exceeding key performance indicators.
• Facilitate conference calls or meetings with internal and external parties to ensure timely resolution.
• Manage ad‑hoc reporting requests and contribute to special projects, providing insights and support as needed.

We’re looking for someone who has these abilities and skills:

• Successful completion of college level curriculum or 2‑3 years of business experience.
• Previous work experience in a financial or insurance environment is preferred.
• 2‑3 years of accounts receivable and/or collections experience.
• Internal candidates should have WINS and/or Genius systems experience.
• Proficiency in Microsoft Office with Excel knowledge (pivot table, VLOOKUP, etc.) Access knowledge is a plus.
• Excellent oral and written communication skills, with negotiation skills.
• Excellent customer skills and interpersonal skills.
• Demonstrate ability to prioritize work, manage time effectively and maintain attention to detail with a focus on follow‑through.
• Ability to collaborate effectively within a team and meet demanding deadlines.
• Experience in Guidewire system is a plus.
• Analytical skills with the ability to interpret data and identify trends.
• High attention to detail, accuracy, and adherence to controls.
• Understanding of direct bill insurance, billing lifecycle, and receivables management.

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, an inclusive culture is critical to our success.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
• Robust support for Flexible Working Arrangements.
• Enhanced family‑friendly leave benefits.
• Named to the…