• Manage and resolve open and unresolved claims and accounts receivable issues • Proactively monitor AR performance, SLAs, and trends; communicate results to account teams • Conduct root cause analysis and implement corrective action plans • Partner with internal teams and external National Ancillary partners to improve claims performance and service quality • Serve as a claims subject matter expert in meetings and presentations • Support special projects and continuous improvement initiatives

• Proactively contact customers by phone and email to collect outstanding balances according to established timelines. • Maintain a minimum number of weekly call logs and ensure all contact activity is accurately recorded in the collections system (e.g., Centime, NetSuite, or CRM). • Work closely with the Accounts Receivable Manager to achieve and exceed monthly cash collection goals assigned at the beginning of each month. • Research and resolve payment discrepancies, short-pays, and disputed invoices in coordination with internal teams (billing and operations). • Identify delinquent accounts and recommend appropriate escalation actions, including credit holds or service disconnections. • Build positive working relationships with customers while maintaining firm adherence to payment terms and company policy. • Participate in regular collections meetings to discuss performance results, challenges, and opportunities for process improvement.

• Provide Accounts Receivable and Collections services to customers for all Lines of Business supported • Act as expert advisor on Accounts Receivable and Collections services and provide support on client servicing and financial operations related items, including account reconciliation, collections, analysis, and problem resolution • Act as primary point of contact for billing and collection inquiries from internal and external business partners • Research and resolve a variety of complex internal and external inquiries • Efficiently and accurately perform moderate to complex Accounts Receivable activities including but not limited to billing, cash application, reconciliation, customer research and exception activities for all lines of business supported • Create, review, and recommend necessary documents to generate customer billing • Provide accurate and complete information to business partners and customers and assist them in understanding the billing and collection process • Use a data-driven approach in resolving billing disputes and payment issues through the analysis and review of information, provide alternate solutions • Resolve outstanding aging balances for accounts, using knowledge of business systems and their relationship to billing and collections • Execute internal and external collection activities to maximize cash flow and ensure compliance with company policy, procedures, and financial controls • Recommend billing adjustments, write-offs, and customer refunds to management, ensuring documentation is prepared for review and approval • Prepare timely and accurate billing and reconciliation reports as needed • Identify at-risk customers based on established triggers • Coordinate with customers, Sales, Management, and other key business partners to problem solve issues impacting billing and receivables strategies • Analyze customer requirements, provide education on capabilities, and in collaboration with account team, provide recommendations for structure, membership, and billing to support complex requirements and performance standards • Identify, document and track trends that may be symptomatic of larger system or process issues; escalate to the appropriate contacts and work with leadership to develop solutions • Comply with and maintain data integrity of confidential information, security policies, company policies, internal controls, and procedures • Help onboard and mentor new teammates and flex as needed, to support the business need

• Provides oversight, leadership, and strategic direction to accounts receivable fund operations in accordance with Company guidelines, client needs, and legislative requirements. • Oversees all aspects of contribution receivable posting, reconciliation, and collections operations. • Mentors, coaches, and trains staff consistent with Company values and mission. • Develops staff through performance management, goal setting, training, and effective employee relations. • Implements and monitors internal systems, reports, metrics, policies, and procedures. • Oversees vacation fund payouts process, 401K funds transfers, payroll audits, and other duties as required by clients. • Ensures accurate, organized, complete, and timely delivery of requested data to client external auditors. • Oversees quality, timeliness, and quantity of work produced. • Partners with Client Services to resolve service issues or escalations with clients.