Account Resolution Specialist

2 weeks ago

Albuquerque, New Mexico, United States New Mexico Mutual Full time
Job Title: Account Resolution Specialist

Job Summary: We are seeking a highly skilled Account Resolution Specialist to join our team at New Mexico Mutual. As an Account Resolution Specialist, you will be responsible for analyzing and resolving premium-related data, commission, and other receivable discrepancies.

Key Responsibilities:

  • Analyze and resolve premium-related data, commission, and other receivable discrepancies by working with policyholders, agents, and other internal departments.
  • Perform account maintenance functions with an emphasis on reconciliation, preparing analytical reports and spreadsheets, and providing information to internal and external contacts.
  • Perform in-house collections and work with external collection agencies, participate in special projects, coordinate system testing, and lead or participate in process improvement teams.
  • Assist teammates with reconciliation issues and provide support as needed.

Essential Functions:

  • Places and tracks all collections accounts with third-party collection agencies and/or attorneys, providing all necessary correspondence.
  • Tracks delinquent accounts through all stages of the in-house collections process.
  • Follows up on all accounts placed with external agencies or attorneys by tracking and responding to closing letters, requesting write-offs timely and accurately, and starting the legal review process timely.
  • Reviews and approves the Finance Department's monthly reconciliation report.
  • Works with the Finance Department to guarantee a seamless collection process for funds received from external collection agencies and attorneys.
  • Reviews all bankruptcies received from courts and recommends proper write-off steps.
  • Monitors recorded phone calls for quality assurance to support service excellence and provide recommendations where appropriate.
  • Acts as department Subject Matter Expert and assists with projects as requested by the Customer Engagement Manager.
  • Handles escalated phone calls and escalated walk-in customers, monitors call abandonment rate and voicemails.
  • Performs Customer Engagement Specialist duties as necessary.
  • Performs other duties as assigned.

Job Qualifications:

  • Education: High school Diploma or equivalency required. Associate's degree from an accredited college or university in a related field preferred.
  • Experience: Four years of directly related experience, preferably in workers' compensation, in such fields as billing, collections, account reconciliation, and/or finance.
  • Required Skills/Abilities:
    • Excellent customer service skills.
    • Good organizational, time management, and multitasking abilities.
    • Excellent verbal and written communication skills.
    • Ability to work independently as well as with a team.
    • Ability to identify problems and implement solutions.
  • Specialized Knowledge, Licenses, etc.:
    • Strong knowledge of MS Office (Word, Excel, PowerPoint, Outlook).
    • Commercial Billing and Collections System.
    • Knowledge of basic accounting.
    • CIC, CISR, or ICE designation preferred.

Values and Mission:

We adhere to New Mexico Mutual's values and mission by demonstrating Service Excellence, Trust, Ownership, One Team, and Boldness in thought and action.

Positive Attitude:

We develop and maintain positive working relationships with team members, customers, co-workers, and management by demonstrating effective communication and collaborative skills.

Working Conditions:

  • NEW MEXICO MUTUAL maintains general office conditions with light physical demands.
  • Employees of NEW MEXICO MUTUAL adhere to all safety rules and regulations including building security.
  • Employees participate in ensuring safe and efficient operating conditions that safeguard employees and facilities.
  • NEW MEXICO MUTUAL maintains a drug-free environment; drug testing prior to employment as well as upon a work-related accident.

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