Manager, Premium Services

Reliance Matrix•Philadelphia, PA

1d•$80,640 - $107,660•Hybrid

About The Position

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 will oversee new business functions, the creation of welcome kits, inforce premium billing, aged suspense management, client and system updates, administrative employee changes, billing systems management, audit processes and reporting and financial reporting associated with the department. The position will ensure that all departmental metrics are met and maintained, in addition to working directly with other teams within the organization.

Requirements

2-Year Degree required; Bachelor’s Degree or related Business Administration Degree preferred
A minimum of 5 years of related leadership and supervisory experience in a fast paced, high volume environment required
A minimum of 5 years of experience with 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
Solid technical skills including solid knowledge of Microsoft Office applications (Word, Excel, Power point); Proven ability to adapt to new technologies and applications
Must possess strong analytical skills and have the ability to resolve complex billing issues and manage customer relationships
Solid management skills including conflict resolution, negotiation skills, coaching and facilitation skills
Excellent communication (written and verbal) and presentation skills

Nice To Haves

Bachelor’s Degree or related Business Administration Degree preferred
Previous insurance or financial services industry experience preferred

Responsibilities

Manages the day to day billing and administrative functions for team members, providing direction for escalated questions/issues; manages monthly workflow, process and strategy
Sets objectives and priorities in order to maintain the desired levels of productivity and quality regarding standards in the processing of initial bills, inforce listbill and self-administered premium, maintenance of list billed employee data and policyholder changes
Monitors the initial billing process, billing support activities, aged suspense, posting controls
Assists Leadership in proactive development and implementation of 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 escalated and critical issues
Manages all aspects of internal and external audits
Collaborates with Underwriting, Broker Services, the NSO Service Team, Premium Accounting, IS and the Conservation team to proactively communicate/document potential issues
Manages billing system enhancements
Review various daily, weekly, monthly reports to ensure SLA’s are met, production and quality standards are met and maintained
Partners with IS and various department to implement system enhancements and reporting improvements
Provides assistance with documenting system requirements and performing UAT testing
Provides direction with developing new and improved system generated reports to support a more automated environment
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
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
Identifies and implements strategies and efficiencies to enhance team performance
Models and drives RSL’s values in the departments

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.
Volunteer days, community partnerships, and Employee Assistance Program
Ability to connect with colleagues around the country through our Employee Resource Group program