Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

The Billing Team Lead is responsible for the day to day tasks of a National billing team who performs billing and collection of premium for national account cases. Typically assigned large sized accounts of high complexity, and difficult in nature. Will plan, organizes and provide one or more customer service functions for investors, policyholders, field and or home office staff, for a Group Insurance client.

 

Key Responsibilities:

  • Responsible for all team billing functions for a region, distribution channel or product
  • Ensures the volume of work produced meets product service standards and exceeds quality standards Develops and implements complaints resolution procedure and ensures complaints are handled effectively, policy disclosure, replacement, agent compensation and claim handling
  • Liaise with other teams as required to resolve requests issues in a timely manner
  • Ensure proper documentation, notification, escalation, tracking and follow up of all incidents
  • Maintains oversight of the National billing team, able to anticipate, identify, and assess complex issues problems
  • Develops and implements a corresponding plan of action to bring the situation to resolution. Communicates changes to supervisor and assists other team leads with resolutions, as needed Interprets day to day business objectives and prepares executes operational practices work programs
  • Ensures proper execution of processes by team ensures the volume of work produced meets product service standards and exceeds quality standards
  • Able to become the subject matter expert with industry expertise to support team questions, escalations, problem solving and industry questions
  • May performs incident notification and escalation to ensure problems requests issues are communicated effectively and receive proper management attention
  • Able to Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • Expected to understand and manage to client Service Level Agreements and department's/product's key performance requirements

  • Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings

  • Take accountability for effectively handling senior-level escalations or customer complaints received via various sources

  • Able to conduct & manage day to day type of client calls, in a professional manner by demonstrating expert knowledge of processes and related systems to effectively perform responsibilities, highlight risks, assist with solutions.

  • Responsible to prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues

 



Qualifications

Basic Qualifications:

  • Minimum of 3 years of experience in supervising a team
  • Minimum of 3 years of experience with insurance billing systems
  • Minimum of 2 years of experience in the insurance industry

Preferred Qualifications:

  • Finance or Accounting Degree or prior experience in an accounting environment preferably in Billing
  • General Ledgers Experienced with Analytics Knowledge of financial devices and the impact on Group Insurance’s financial results
  • Strong Microsoft Office skills, with ability to demonstrate proficiency in MS Excel

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities. 

Equal Employment Opportunity All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. 

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. 

Accenture is committed to providing veteran employment opportunities to our service men and women.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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