Billing Support Associate

About the role

Pathpoint is the full-service wholesaler that makes E&S simple to navigate, transparent to place, and efficient to scale. Powered by smart technology and grounded in E&S expertise, we are modernizing the end-to-end process to bring it closer to the admitted experience. Pathpoint's full-service approach makes navigating E&S as effortless as it should be, offering brokers a more direct path to E&S success while maximizing value for insureds. Since day one, Pathpoint's team of E&S experts and technologists have worked tirelessly to uncover more efficiencies and unlock new opportunities. Our innovative features and broad market access have already helped thousands of brokers grow into bigger accounts and broader books—and we're just getting started (learn more).

The Billing Associate owns fund movement, payment verification, and billing-platform integrity — did money land, where did it go, and is the billing system updated and accurate. This role is the single owner of the Ascend billing workflow and the Ascend↔Salesforce integration escalation loop, replacing today's ad hoc rotation across FinOps, Ops, and Compliance. It is also the front-line responder for agent and insured billing questions.

What you'll bring

• 2+ years in insurance billing, AR, premium accounting, or payment operations — E&S/wholesale or MGA preferred

• Strong written communication; able to explain an invoice or a split refund to an agent without accounting jargon

• Experience with a Salesforce-based agency management/policy system

• Ability to distinguish user error from platform defect and write a reproducible bug report

• Working knowledge of premium billing mechanics: agency vs. direct bill, premium finance, commission netting, surplus lines taxes and fees, pro-rata and short-rate

• Advanced Excel — lookups, pivots, large-file reconciliation

• Strong written communication; able to explain an invoice or a split refund to an agent without accounting jargon

• SQL or BI exposure (Metabase, Hex)

• Insurance specific finance and accounting experience

• SOP authoring; Slack-based operational monitoring

• Knowledge of the insurance industry is a plus, but not a requirement

Don't meet every single requirement? At Pathpoint, we are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but don't meet every qualification in the job description, we encourage you to apply anyways and explain why you're the right fit.

What you'll do

• Manage payment-link and portal access issues for agents and insureds (broken links, wrong recipient, access errors)

• Maintain an internal known-issues and workaround log so repeat inquiries are answered consistently without re-investigation

• Log recurring payment platform defects with reproducible detail and escalate to Financial Operations leadership / platform support; track ticket status through resolution and communicate ETAs back to the requesting agent

• Serve as first-line triage for Ascend billing issues raised by agents, insureds, or internal teams; determine whether the root cause is data entry, sync, carrier config, or a platform defect

• Investigate and resolve invoice generation failures — policies that don't bill, invoices stuck in draft, or invoices that never issue to the agent/insured

• Resolve sync and integration breaks between payment platform and the policy system of record (Salesforce): missing policies, stale premium or fee values, endorsements that don't flow through, duplicated records

• Research payment application failures: ACH/card payments not posting, payments landing on the wrong invoice or policy, partial payments not reducing balance, failed/returned payments requiring re-invoice

• Handle refund and return-premium exceptions in Ascend, including cancellations that generate incorrect return amounts or credits that fail to apply

• Chase down notice-of-cancellation and dunning misfires — notices sent on paid accounts, notices not sent on delinquent accounts, incorrect effective/cancellation dates on notices

About Pathpoint

Employee Benefits:

• Insurance coverage fit for an insurance company, some plans at no cost to you

• Competitive compensation, equity, and total rewards

• 401(k) with an annual company match

• 20-days of PTO (increased to 25-days after 2-years)

• Professional development opportunities

• Remote-first working environment with investments in in-person collaboration

• Annual $500 home office stipend

• Monthly $75 internet stipend

• Generous paid parental leave

• An early stage insurance company offering unique opportunities for growth

Pathpoint's Values:

Hard Problems Drive Us: We believe the insurance industry hasn’t kept up with changing times and fixing that is a hard problem worth solving.

We Start with Why: Seek to understand what customers care about. Use data to challenge assumptions and figure out the problem.

We Take Ownership and Accountability: We think people are their happiest when they have high ownership and accountability over the problems confronting them and are empowered to move decisively to work on them.

We Work Together: Nothing happens without the individual efforts of our team members, but effective teamwork is how we build and maintain customer value.

We Move Forward: We value the ability to persist through adversity to achieve goals and believe speed plays an important role.

Notes:

We are unable to provide visa sponsorship for this position at this time. By applying to this job, you confirm that you are eligible to work in the U.S. without requiring visa sponsorship now or in the future. Thank you for your understanding.

Pathpoint is an equal opportunity employer that values and celebrates diversity, inclusion, and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.