Billing Operations & Quality Analyst II

Alliant Insurance Services is one of the nation's largest and fastest-growing insurance brokerage and consulting firms. We operate through a network of specialized national platforms and local offices to offer our clients a comprehensive portfolio of solutions built on innovative thinking and personal service. Alliant is changing the way our clients approach risk management and benefits, so they can capitalize on new opportunities to grow and protect their organizations. More information is available on the company's website at: www.alliant.com . SUMMARY Responsible for serving as a subject matter expert for billing operations and quality by providing advanced operational support, analytical expertise, and process leadership across assigned programs. Partners with cross-functional teams to improve billing accuracy, strengthen operational controls, and enhance the customer experience through continuous improvement and system optimization. Supports the ongoing maturity of the organization's Billing Center of Excellence by driving operational consistency, quality standards, and best practices. ESSENTIAL DUTIES AND RESPONSIBILITIES Perform advanced billing reconciliation, including multi-system comparisons, GL validation, premium and refund analysis, payment application review, and discrepancy resolution. Research and resolve recurring or systemic billing issues by partnering with Accounting, Operations, Information Technology, business partners, and vendors to identify root causes and implement corrective actions. Serve as the subject matter expert (SME) for assigned billing systems by troubleshooting issues, documenting defects, gathering business requirements, validating enhancements, performing user acceptance testing, and serving as liaison with software vendors. Recommend and implement process improvements that enhance billing accuracy, operational efficiency, automation, internal controls, scalability, and customer experience. Evaluate emerging technologies to improve billing operations. Evaluate billing statements, invoices, premium and refund communications, payment notifications, and other customer-facing materials. Recommend enhancements that improve clarity, consistency, and customer understanding while reducing billing inquiries and maintaining compliance. Develop and maintain reports, dashboards, KPIs, and performance metrics to monitor billing operations, quality, productivity, service levels, and operational risk. Analyze trends and provide recommendations to leadership. Develop and maintain billing quality standards through audits, quality reviews, operational controls, and performance measures. Identify trends, recommend corrective actions, and monitor compliance with established standards. Establish and maintain issue reporting, escalation, and resolution processes. Monitor recurring issues, perform root cause analysis, and communicate trends and recommendations to leadership. Serve as the primary point of contact for escalated billing inquiries. Research complex issues and communicate professionally with brokers, insureds, clients, carriers, vendors, and internal business partners while remaining within non-licensed authority. Manage shared inboxes and workflow queues; assign work to team members or offshore resources as appropriate; monitor service levels; communicate operational risks; and recommend workload improvements to support efficient service delivery. Develop, maintain, and improve Standard Operating Procedures (SOPs), process documentation, workflow diagrams, job aids, and training materials to promote consistency, compliance, knowledge sharing, and continuous improvement. Train, mentor, and support team members on billing systems, reconciliation processes, quality standards, customer communication best practices, and op