Assistant Manager, Receivables

Liberty Mutual Insurance•Boston, MA

2d•$83,000 - $157,000

About The Position

The USRM Collections Team collects unpaid premiums for Small Commercial and Personal Lines as well as Small and Large Claims deductibles. We partner closely with Billing Operations, Premium Audit, Underwriting, and Agency Bill, manage the efforts of our outside collection agencies, and work with in-house and external legal counsel. As Assistant Manager, you will lead a team comprising Collectors, the Senior Receivables Analyst, and Support staff, along with the team’s daily operations and our external collection vendors while delivering quality service. You will help to drive recovery and profitability results, assist in strategic project work including billing modernization, and build and sustain a high-performing team, exercising independent judgment and reporting to the Collections Manager on team performance. Strong analytical, negotiation, and leadership skills are essential, along with proven stakeholder relationship management and the ability to travel to attend trials, mediations, and arbitrations. This position may have in-office requirements dependent upon candidate location.

Requirements

A Bachelor's degree in Accounting or Business or equivalent training is required. MBA or MS preferred.
5-7 years of progressively more responsible work experience in financial operations, including 2 years supervisory experience required.
Strong oral, written, and interpersonal communication and project management skills required.

Nice To Haves

Bachelor’s degree or equivalent, preferably in Accounting, Finance, Economics, or Business Management, plus 5–7 years of progressively responsible experience in collections, billing operations, or a related financial services function.
A Paralegal Certificate is a plus.
Strong oral, written, and interpersonal communication and project management skills are required.
Ability to identify and resolve issues and present information in a clear manner.
Communication& Influence: Negotiation, stakeholder management, verbal and visual presentation, storyboarding, and problem solving.
Knowledge of insurance products and programs in a customer service environment is a plus.
Experience with Collections and Business Lines Billing systems and applications is strongly preferred (e.g., Majesco, At Work, and CollectOne).
Experience managing third-party vendor relationships and SLA performance is preferred.
Familiarity with data analytics or reporting tools (e.g., Power BI, Excel advanced functions) is a plus.
This role requires the ability to travel, with or without advance notice, to attend trials in person for the team if needed.

Responsibilities

Lead daily operations: Establish priorities, coach to key performance indicators, resolve escalations, and coordinate with other leaders and our strategic partners — including our Collection Vendors and EXL (our outsourced operations partner) so work is appropriately prioritized and distributed to consistently meet SLAs and department metrics.
Manage and develop the team: Set objectives, conduct merit and salary reviews, provide coaching and feedback, and support growth to retain top talent and strengthen team development.
Drive financial performance: Lead the team to achieve recovery rate targets and support the enterprise Small Commercial charge-off goal; increase net recoveries, reduce charge-offs, and exercise expense discipline, driving vendor and EXL utilization to lower operating and overtime expense.
Advance strategic projects: Lead billing modernization milestones, including platform conversions and CollectOne integrations for agency and direct bill workflows, while supporting CollectOne enhancements, special projects, and other strategic priorities.
Ensure compliance, quality, and controls: Monitor adherence to policies and procedures across both financial transactions and service, identify trends in activities and outcomes, and hold the team to quality measures and service standards.
Own the customer and employee experience: Drive employee Net Promoter Score (eNPS) and employee survey measures through regular engagement check-ins, concrete action plans, development, and recognition; use voice-of-customer input and interaction-trend analysis to improve processes, systems, and training and reduce interaction volumes.
Lead change and continuous improvement: Clearly communicate the strategic vision for Collections, challenge the status quo, expand automation and agile problem-solving, model responsible adoption of generative AI and emerging technologies, and embed inclusion and Employee Resource Group (ERG) engagement into team culture.
Support and negotiate settlement decisions: Approve offers above the Senior Receivables Analyst’s authority, negotiate complex or high-exposure accounts, advise on legal direction to reduce charge-offs and expenses, and serve as the team’s escalation point and backup witness for trials, mediations, and arbitrations as needed.
Leadership: Coaching, feedback, planning, delegation, and getting results through others.