Collection

The Collections Technician is responsible for tracking, pursuing, and securing payment on homeowners insurance claims related to property damage restoration services. This role ensures that the company receives timely reimbursement from insurance carriers, mortgage companies, and homeowners by managing billing documentation, following up on outstanding balances, and resolving discrepancies. The technician acts as a key liaison between the restoration company, insurance adjusters, and customers to facilitate smooth financial workflows during disaster recovery projects.

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Key Responsibilities

1. Claims Documentation & Billing
• Gather, organize, and verify all job documentation needed for billing, including work authorizations, estimates, photos, mitigation logs, and job notes.
• Review invoices and ensure alignment with carrier guidelines, approved scopes, and Xactimate estimates.
• Submit complete billing packages to insurance carriers, third-party administrators (TPAs), or mortgage companies.

2. Collections & Follow-Up
• Monitor accounts receivable aging reports and proactively follow up on past-due payments.
• Contact insurance adjusters and claim handlers to verify claim status, payment processing dates, or missing documentation.
• Work with mortgage companies to navigate endorsement processes and ensure timely release of funds.
• Communicate with homeowners to clarify financial responsibilities, deductible amounts, and any out-of-pocket charges.

3. Dispute & Exception Resolution
• Research and resolve billing discrepancies, underpayments, rejected claims, or supplemental requests.
• Coordinate with project managers or estimators to provide additional documentation or explanation when needed.
• Submit supplements or revisions in accordance with carrier protocols.

4. Customer & Adjuster Communication
• Maintain professional, empathetic communication with property owners dealing with disaster-related stress.
• Explain billing procedures, insurance processes, and payment expectations in clear, understandable terms.
• Update customers and adjusters regularly on the status of invoices or required documentation.

5. Compliance & Recordkeeping
• Ensure compliance with company policies, insurance carrier standards, and state-level insurance rules.
• Keep accurate, organized records of all communications, submissions, payments, and follow-up actions.
• Utilize company software (job management systems, CRM, accounting tools) to maintain up-to-date account status.

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Required Skills & Qualifications
• Experience in collections, billing, or accounts receivable (preferably in insurance restoration or a related field).
• Understanding of homeowners insurance claim processes, deductibles, depreciation, ACV/RCV, scopes, and supplementing.
• Strong communication, negotiation, and customer-service skills.
• Ability to interpret invoices, estimates (including Xactimate), and mitigation documentation.
• High attention to detail and strong organizational skills.
• Ability to manage multiple claims simultaneously in a fast-paced environment.