Billing and Payment Lead

MSF; Helena (MT); On-site; USD 64,000 - 80,000; Full time

Benefits offered by this job

Comprehensive health insurance with a+

Dental coverage

Vision coverage

Life insurance

Long-term disability

Dependent coverage

Flexible spending accounts

Public retirement plan with employer 4

457(b) deferred compensation

Education reimbursement

Paid time off

Holidays and extended leave

Job summary

Montana State Fund is seeking a Billing & Payment Lead to oversee the end-to-end Billing Customer Experience (Billing CX) and drive improvements in transparency and friction reduction. This leadership role partners with multiple teams and functions to elevate billing strategies and support coverage.

Responsibilities include owning the end-to-end billing process, leading cross-functional collaboration, and guiding billing, collections, and accounting specialists.

Qualifications

• Bachelor’s degree in business, finance, accounting, or related field.
• Minimum 2 years of billing support and resolution experience.
• Minimum 5 years of customer service experience.

Responsibilities

• Billing CX lead: own end-to-end billing experience, drive improvements in touchpoints and transparency.
• Cross-functional alignment: define handoffs, escalations, SLAs, and training resources.
• Billing and payment excellence: analyze trends, reduce friction, lead cross-training within billing teams.
• Accounting operations lead: oversee AP, procards, expense processing, and payroll administration.
• Team leadership and mentorship: coach billing, collections, and accounting specialists.

Skills

Customer mindset

Empathy

Accountability

Resiliency

Education

Bachelor's degree in business, finance, accounting, or related field

Tools

Billing Center

MS Excel

SABHRS

Job description

About the Job:

The Billing & Payment Lead is responsible for overseeing and continuously improving the end-to-end Billing Customer Experience (Billing CX). The primary goal of this role is to transform and support billing into a predictable, transparent, and low-friction touchpoint, focused on enhancing our customer experience. This role includes operational leadership with supporting billing strategy, serving as the escalation point for delegating complex billing inquiries, managing support coverage, partnering with stakeholders, and leveraging data to drive billing experience improvements and excellence.

Responsibilities:

• Billing CX lead: Serve as the operational owner for the end-to-end billing experience, driving continuous improvements in customer touchpoints, accuracy, and transparency. Analyze billing patterns, payment friction points, and related information to identify root causes and collaborate with other teams and departments to recommend and prioritize improvements and strategies.
• Cross-functional alignment and support: Establish and monitor handoffs, escalation approach, and SLAs across primary support channels to best support the customer experience in billing. Partner closely with customer-facing teams and their leadership to define desk-level ownership, ensuring front-line representatives are supported and empowered to handle foundational billing questions. Develop accessible support tools, quick-reference guides, and training resources to build confidence across customer support and internal teams.
• Billing and payment excellence : Analyze billing and payment trends and friction points to identify root causes and implement targeted, proactive outreach strategies. Lead cross-training initiatives within the billing team to build broad capability across complex account adjustments and daily workflows. Serve as an SME or project support role for billing related projects. Partner with the Billing Systems Analyst to enhance billing system design and effectiveness.
• Accounting operations lead: Serve as the functional lead for accounting specialist activities, providing guidance and support oversight and hands-on execution across accounts payable (AP), procards, expense processing, and payroll administration. Ensure timely execution, precise accuracy, excellent communication across accounting processes.
• Team leadership and mentorship : Lead, coach, and mentor billing, collections, and accounting specialist roles to drive and support the billing experience. Collaborate across teams to enhance and support alignment, customer support, and technical capabilities. Evaluate trends, identify root causes, and turn operational data into practical improvements.

Additional functions:

• Perform related Accounting Specialist and Billing functions to support team coverage and capability.

Required Skills

About You:

At Montana State Fund, how we do our jobs matters to us as much as what we do. To support our customer-centered workplace, successful candidates are team players who possess:

• Customer and growth mindset
• Empathy
• Accountability
• Resiliency

Required Experience

Minimum Qualifications:

• Bachelor’s degree in business, finance, accounting, or related field, and
• A minimum of 2 years’ experience and proficiency in billing support and resolution, and
• A minimum of 5 years’ experience in customer service and support, and
• General proficiency in Billing Center, MS Excel, and SABHRS accounting platforms.

Working conditions:

Fast paced general office environment.Some stress may occur.Regular travel not expected but may occur occasionally around organizational specific events or during the course of employment.Requires sitting for extended periods of time, standing, visual acumen, manual dexterity, detailed verbal communications and fine finger manipulation for working with computer keyboards.

Compensation and Benefits:

Starting salary for this exemptposition begins at $63,800 - $79,700per year.

Montana State Fund offers excellent benefits, paid time off, and a competitive compensation program, including:

• Comprehensive health insurance with dental, vision, life, long-term disability and more, with optional dependent coverage.
• Flexible spending accounts for dependent care and medical expenses.
• Public employees’ retirement plan tax-deferred contributions with a generous employer match.
• Optional 457(b) deferred compensation to further increase retirement savings.
• Higher education reimbursement and other training and development programs.
• Robust personal leave, paid holidays, and extended leave.