Legal Audit & Billing Services Operations Specialist I

Under moderate supervision, interpret, evaluate, and resolve if possible, incoming requests via email, telephone, web, etc. relating to legal invoice submission and processing. Provides excellent customer service, with timely and accurate information, to Claims, Law Firms and other stakeholders for all of Liberty Mutual. Independently solves problems of simple to moderate scope and complexity and determines appropriate resolution or escalation. Follows up on specific inquiries or requests to ensure high customer satisfaction. Performs in a fast-paced, high-volume, complex environment that supports all business units and uses dozens of internally and externally developed applications.

This is a remote position. You will be required to go into the office twice a week if you reside within 50 miles of Boston, MA or Portsmouth, NH office. Please note this policy is subject to change.

Responsibilities

• Researches and analyzes basic customer service inquiries from outside counsel firms, vendors, Claims, and internal Legal resources.
• Efficiently and thoroughly investigates and troubleshoots all aspects of the incoming inquiries.
• Provides comprehensive responses using clear, concise, professional communication.
• Exercises sound judgment and independent thinking to determine the best follow up actions, whether it is with Claims, law firms, vendors or internal Legal resources.
• Works directly with outside counsel firms to understand billing patterns and nuances in an effort to reduce rework and streamline processing.
• Understands various internal product lines and business units to ensure proper recording in system of record.
• Determines appropriate workflow routing for submitted invoices based on type of invoice and/or special processing instructions.
• Returns invoices that fail to comply with the billing requirements.
• Determines proper allocation back to the claim file.
• Initiates payment transfer transactions, investigates reimbursements, and applies refund checks.
• Meets established service level agreements in high-volume environment.
• Assists in other areas of the department as needed.