Collections Specialist – Insurance Operations
We are looking for a Collections Specialist who will support the Revenue Recovery function within our insurance operations program. This role is responsible for managing past-due accounts, driving payment recovery, and handling basic customer inquiries related to policy and audit information.
The role operates in a high-volume, SLA-driven environment, working across multiple queues to ensure accounts are resolved efficiently while maintaining a strong customer experience.
Roles and Responsibilities
Collections, Payments & Customer Support
- Perform outbound and inbound collection activities for overdue accounts
- Negotiate payment arrangements based on customer situation
- Take payments (card, ACH, or approved channels) and ensure accurate and secure processing
- Ensure real-time and accurate posting of payments in the system
- Drive promise-to-pay commitments and follow through on scheduled payments
- Handle basic customer inquiries related to policy details, billing, and audit status
Account Review & Resolution
- Review account details, balances, and history prior to outreach
- Identify reasons for non-payment, disputes, or account issues
- Provide basic explanations of charges, premiums, and audit adjustments
- Escalate complex underwriting, audit, or policy-related concerns when needed
Case Management & Documentation
- Manage assigned queues and prioritize accounts based on aging and risk
- Document all interactions, including payments and inquiries, in the CRM system
- Ensure accurate case updates and proper classification of account status
- Maintain clean and audit-ready documentation
Customer Communication
- Communicate clearly with customers regarding balances, payment options, and due dates
- Guide customers through payment processing and confirm successful transactions
- Answer basic questions related to policy coverage, billing statements, and audit outcomes
- Maintain empathy and professionalism, especially in sensitive or escalated conversations
- Coordinate with internal teams (Underwriting, Audit, Customer Service) for resolution
Compliance & Quality
- Ensure all activities comply with US collections regulations (FDCPA) and internal policies
- Follow payment security standards (PCI compliance where applicable)
- Maintain high-quality execution across both collections and inquiry handling
Maintaining SLAs & Performance Targets
- Meet daily and monthly targets across recovery, payment capture, and productivity
- Maintain SLA adherence across collections and inquiry handling queues
- Contribute to overall portfolio performance and customer experience
Requirements
- Insurance / Financial Services Experience: Experience in collections, billing, or policy servicing; workers compensation or P&C preferred
- Collections Experience: At least 1–2 years handling US collections
- Customer Support Exposure: Ability to handle basic policy, billing, or audit-related inquiries
- Payment Handling: Experience taking payments (card/ACH) with strong accuracy
- Operational Discipline: Ability to manage high-volume workload across collections and support tasks
- Technology: Experience using CRM systems, dialers, and payment tools
- Communication Skills: Strong English proficiency (C1/C2 preferred)
- Adaptability: Comfortable working night shift and in a fast-paced environment
