This INTERNAL-ONLY posting is open to current MSF employees and is scheduled to close on October 29, 2026.  Apply today!

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
• Adaptability
• 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.

Compensation and Benefits:

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

• 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. 

Learn more about working at MSF: click here

Are you interested in this opportunity? Apply today!