Mgr. - Premium Services

Job Responsibilities and Requirements

The Premium Services Manager is responsible for the overall success of the Premium Services Department by providing expertise knowledge of systems, reports, and processes. This position leads a team responsible for inforce premium billing for 28+ Regional Sales Offices (RSO), supporting premium payment application and suspense management for list bills, self-administered bills, third party administrator files, as well as custom support. The manager is responsible for supporting internal and external audits, maintaining key performance indicators (KPI), and financial reporting associated with the department. The manager is responsible for the quality of work, productivity, and service of the Premium Analysts. This position will ensure that all departmental metrics are met and maintained, in addition to collaborating directly with other teams within the organization to support enterprise projects and initiatives.

Premium Services:

• Manages a team of approximately 10 – 15 Premium Analysts

• Participates in employee feedback, one-on-one discussions, and annual performance reviews

• Manages the day-to-day billing and administrative functions for team members, providing direction for escalated questions/issues; manages daily workflow, process, and strategy

• Establishes workload balance to support monthly financial close  expectations

• Sets objectives and priorities to maintain the desired levels of productivity and quality regarding inforce premium and suspense management

• Monitors the incoming premium, aged suspense, and posting controls

• Developments and implementations methods to continuously improve the department’s operations effectiveness, quality, quantity, and customer service and turnaround time

• Communicates with other related departments to coordinate efforts and resolve issues as needed

• Identifies problems, obstacles, and opportunities and proactively acts to address concerns and solve issues

• Strives for continuous improvements, including enhancements of existing reporting and metrics to ensure information is provided in a clear and meaningful manner when sharing results within the organization

• Assists team members with high volume requests via the email box or ticketing system pertaining to policyholder administrative changes

• Consistently provides a  high level of service to all customers and resolves customer issues timely and efficiently

• Reviews and approves policyholder refund requests

• Manages all aspects of internal and external audits

• Participates and manages all interdepartmental and company initiatives from a premium processing perspective

• Manages escalated and critical issues

• Collaborates with Underwriting, Broker Services, the NSO Service Team, Premium Accounting, IS and the Conservation team to proactively communicate/document potential issues

Systems and Reporting

• Manages billing system enhancements

• Reviews various daily, weekly, monthly reports to ensure SLA’s are met, production and quality standards are met and maintained

• Reviews various daily, weekly, monthly reports and reports discrepancies to internal business partners

• Partners with IS  and various department to implement system enhancements and reporting improvements

• Creates system requirements and performs user acceptance testing (UAT)

• Provides oversight to staff supporting enterprise projects and UAT

• Provides direction with developing new and improved system generated reports to support a more automated environment

Subject Matter Expertise

• Prepares various analyses as needed to highlight issues and resolve questions

• Provides support and subject matter expertise to the National Service Organization (NSO) for billing related matters

• Supports various training and adhoc projects as assigned by management

• Manages improvements/modifications to Standard Operating Procedures

• Identify and recommend process improvement specifically focused on increasing efficiencies and creating end user ease of use

Leadership

• Sets clear objectives and measures for the team

• Creates and maintains documented process and procedures; seeks to identify and implement process improvements and efficiencies

• Accountable for performance of team; engages team members in talent management and development opportunities, and builds a positive and respectful work environment

• Makes personnel decisions on hiring, firing, discipline, transfer, advancement, and promotion in accordance with Company policies and procedures

• Participates in employee feedback, one-on-one discussions and annual performance reviews

• Identifies and implements strategies and efficiencies to enhance team performance

• Models and drives RSL’s values in the departments

Required Knowledge, Skills, Abilities, and/or Related Experience

• Bachelor’s degree in accounting or related Business Administration Degree preferred

• A minimum of 5 -7 years of related supervisory experience in a fast paced, high-volume environment required

• A minimum of 5 years of experience with premium billing and administrative processes

• Previous insurance or financial services industry experience preferred

• Ability to conceptualize, implement and lead a department with multiple initiatives to support the financial success of the organization

• Project and process management skills required

• Demonstrated strong relationship management skills with internal partners (e.g., management, peers, and colleagues); proven ability to develop collaborative approaches and influence others.

• Demonstrated ability to identify and recommend process improvements.

• Must demonstrate a superior customer focus and a commitment to Service Excellence

• Excellent communication (written and verbal) and presentation skills

• Demonstrated ability to drive multiple initiatives and competing priorities with excellent time management and organizational skills

• Proficient technical skills including advanced knowledge of Microsoft Office applications (Teams, Word, Excel, PowerPoint); Proven ability to adapt to modern technologies and applications with ease

• Must possess strong analytical skills, resolve complex billing issues, and manage customer relationships

• Proficient management skills including conflict resolution, negotiation skills, coaching, mentoring and facilitation skills

• Excellent communication (written and verbal)

• Excellent presentation skills

Ability to Travel: Up to 10%

The expected hiring range for this position is $78,290.00 - $104,520.00 annually for work performed in the primary location (Philadelphia, PA). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.  

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.  For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance 
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.  As you grow with us, your PTO may increase based on your level within the company and years of service. 
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

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