The Opportunity:
In support of business operations, provide customer service by resolving complex billing issues, handling call escalations, agent account reconciliations as well as daily production oversight to achieve established quality and productivity standards.
Location: Madison, WI
Work Arrangement: This role is hybrid, where you will be expected to be in the office 2-3 days per week.
Hourly rate for this role is: $20.50 - 30.75, depending on experience
Your new role
· Assist with the collection of past-due accounts by performing required collection activities to secure payment in accordance with established procedures.
· Respond to customer, business, and broker billing inquiries by researching and resolving issues to meet quality and service level expectations.
· Review billing records, identify discrepancies, and make appropriate adjustments to ensure accurate and complete documentation.
· Analyze accounts and collaborate with internal stakeholders to resolve billing and collection issues, escalating complex matters when necessary.
· Run reports, track discrepancies, and document billing or collection issues to help prevent recurring problems.
· Build subject matter expertise by proactively learning billing and collections processes, systems, and procedures.
· Support business partners and brokers by providing clear, timely, and well-informed responses to billing and payment-related inquiries.
· Follow established guidelines for documentation, tracking, and compliance, while communicating progress and issues to management.
· Contribute to a positive, inclusive, and collaborative work environment by demonstrating accountability, adaptability, continuous improvement, and a “can-do” attitude.
Qualifications:
Necessary Qualifications include:
Tertiary Degree or equivalent combination of education and work experience.
Required Experience
- 5 years relevant billing experience
Preferred Competencies/Skills
· Deliver personalized, high‑quality service to meet the needs of internal and external customers, including business partners and brokers.
· Remain calm, professional, and composed in high‑pressure or escalated situations.
· Demonstrate patience, open‑mindedness, and a positive, courteous attitude in all interactions.
· Work effectively across multiple systems, processes, and regulatory requirements.
· Maintain a professional, polished, and customer‑focused demeanor always.
· Follow established guidelines and procedures with strong attention to detail and accuracy.
· Escalate issues appropriately when resolution requires additional support or authority.
· Apply sound judgment and problem‑solving skills to offer practical solutions, even in ambiguous situations.
· Communicate clearly, concisely, and professionally—both verbally and in writing.
· Use logical reasoning to analyze and resolve billing and collection‑related issues.
· Adapt quickly in a fast‑paced, changing environment while working effectively under pressure.
· Prioritize competing tasks based on urgency and business impact.
· Demonstrate flexibility with schedules, workload, and task assignments as business needs change.
· Show a commitment to continuous learning and professional growth by actively enhancing job knowledge.
Preferred Experience
· Experience with billing operations and billing systems
· Prior customer service experience
· Background in banking, finance, or related financial services
· Progressive levels of responsibility, with demonstrated experience in collections or accounts receivable
Preferred Knowledge
· Advanced working knowledge of Microsoft Office applications, including Excel, Word, and Outlook.
· Strong understanding of financial services concepts, including billing practices, insurance principles, financial instruments, and cash and capital management.
· Advanced knowledge of billing processes, systems, and industry best practices.
· Advanced understanding of customer service principles, including assessing customer needs, meeting quality standards, and evaluating customer satisfaction.
· Experience leveraging AI‑enabled tools (e.g., automation, analytics, or Copilot-style solutions) to improve efficiency, support decision‑making, enhance customer interactions, or streamline billing and collections processes.
Compensation Package: The salary range for this role is provided above. This is the national range for location(s) listed. The salary offer will be decided based on the role's complexity, its location, and the candidate’s professional background, including their education and experience. Beyond the base salary, regular full-time and part-time employees will also be eligible for QBE’s annual discretionary bonus plan based on business and individual performance. We encourage all candidates to apply, even if their salary expectations fall outside of this range, as we are committed to finding the right fit for our team.
QBE Benefits: We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to:
Hybrid Working – a mix of working from home and in the office
22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis
Competitive 401(k) program with company match up to 8%
Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal advice
Tuition Reimbursement for professional certifications, and continuing education
Employee Network and Community – QBE actively supports six Employee Networks, and many ways to give back to your community
To learn more, click here: Benefits | QBE US.
Why QBE? What if you could have a positive impact – at work and in the world?
At QBE, we’re enabling a more resilient future – for our customers, communities, environment, and for our people. We’re building momentum to achieve something significant and know our people are at the center of our success.
Our industry offers interesting and varied careers where you can help people to protect what matters most. As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind. And our international scale means we’re big enough for your ambitions, yet small enough for you to make a real impact.
Join us now, so you can be part of our success – and we can be part of yours!
https://www.linkedin.com/company/qbe-north-america/
QBE is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search for and apply for a career opportunity with QBE, please inform our Talent Acquisition team to let us know the nature of your accommodation request and your contact information.
Equal Employment Opportunity:
QBE provides equal employment opportunities to applicants and employees without regard to race; color; gender; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; protected veteran status; or disability or any other legally protected status.
This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States on a full-time basis without the need for current or future sponsorship.
Skills:
Adaptability, Communication, Critical Thinking, Customer Service, Customer Value Management, Financial Management, Intentional collaboration, Managing performance, Operations Management, Payment Systems, Problem Solving, Process Improvements, Quality Management, Risk Management, Stakeholder ManagementHow to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.