Account Services Specialist in Waite Park, Minnesota at Reliable Premium Management - Customer

About Reliable Premium Management (RPM)

Reliable Premium Management (RPM) is a Pay As You Go workers' compensation payments partner trusted by 10,000+ growing businesses in addition to agents, carriers and every major payroll provider nationwide. RPM connects directly with payroll providers and insurance carriers, so premiums stay accurate, payments stay predictable, and customers never face a year-end surprise. Built on a simple belief – that workers' compensation should be simple, seamless and stress-free – RPM delivers that experience through real people who genuinely care. As RPM continues to grow, the team behind that experience is everything.

Location: Waite Park, MN | Full-Time | Non-Exempt | In-office/Hybrid (4 days in office, 1 day remote available 90 days after start date)

Pay: $22 - $24/hour

Role Mission

This role exists to accurately process premium billing, payroll data, and invoices, and to serve as a responsive, knowledgeable point of contact for customers by phone and email — protecting the accuracy and trust that customers, agents, and payroll providers place in RPM every day.

Role Summary

The Account Services Specialist at Reliable Premium Management is responsible for accurately processing premium billing, payroll data, and invoices, while serving as a responsive, knowledgeable point of contact for customers by phone and email. This role is built for someone who's detail-oriented, organized, and comfortable balancing structured guidance with good judgment — someone who takes pride in getting the data right and making every customer interaction feel easy.

This role works closely with the Manager, Account Services and Senior Account Services Specialists, partners with the Customer Success and Premium Review Services teams, and works directly with customers and payroll providers, to help deliver RPM's promise of an accurate, stress-free experience every time.

This is a full-service version of the role: instead of handing customers between teams, you'll own the relationship end to end — the data behind the scenes and the conversation on the phone or in their inbox. No experience with our systems is required going in; you'll receive hands-on training on Dex, RPM's in-house platform, alongside the Playbooks and SOPs that support you in the moment.

If you're energized by solving a data puzzle, and you believe a great customer experience starts with getting the details right, this role was built for you.

What Success Looks Like

You know you're succeeding when:

Worklist items and invoices are processed accurately and on timePayroll and premium billing data entry is consistently accurateCustomer calls and emails are answered promptly, keeping customers informed and confidentPlaybook and SOP guidance is used appropriately, with escalations raised before they become overdue

Key Responsibilities

Premium Billing & Payroll Processing

Accurately compile, enter, and process payroll data, premium billing data, and invoices in RPM systemsManage worklist items and resolve processing questions using Playbooks and SOPs — using judgment to know when a situation calls for structured guidance versus a more tailored responseSupport customers across multiple payroll providers, adapting to differences in each workflowUse existing templates, reports, and standards to complete tasks efficiently and consistently

Customer Communication

Respond to customer calls (inbound and outbound) and emails promptly and professionallyEducate customers and payroll providers as needed, communicating RPM's process clearly and building confidence at every touchpointEscalate to a Senior or Manager when a situation falls outside existing Playbooks and SOPs

Collaboration & Continuous Improvement

Collaborate with teammates to share knowledge and cover workload during PTO or other absencesIdentify and suggest opportunities to streamline daily processing tasks

Who Thrives in This Role

This role is ideal for someone who:

Is detail-oriented and comfortable with high-volume data entryIs comfortable following a Playbook until judgment says a situation needs something differentCommunicates clearly and calmly with customers by phone and emailTakes pride in owning the full customer relationship — not just the piece of it that lands on their desk

RPM Culture Principles (How This Role Shows Up)

Own the Outcome

Treats the accuracy of every invoice and account like it's personally on you — not just a box to check.

Get Curious

Looks for the reason behind a processing question instead of just resolving it and moving on.

Win Together

Works closely with Payment Operations, Customer Success, Premium Review Services, and teammates to keep every account on track.

Physical Demands

Extended periods of sitting at a deskExtended periods of computer, keyboard, and screen useAbility to communicate clearly by phone and email for extended periodsPrimarily sedentary work in an office settingMinimal lifting

What We Offer

Hands-on training on Dex, RPM's in-house platform — no prior experience neededQuarterly bonus program100% employer-paid medical, dental, vision, life, AD&D, and short-term disability insurance401(k) with 4% company matchCompetitive paid time offTwo paid 15-minute rest breaks daily, plus a paid 30-minute meal breakFlexibility and trust to manage your workA unique, people-centered culture rooted in ownership, transparency, and learningGrowth opportunities as the company scales

Requirements

Core Capabilities

Strong attention to detailSound judgment — knowing when to follow the Playbook and when to escalateClear, calm communication, including by phone and emailComfort with data entry and resolving discrepanciesGeneral comfort with technology — able to pick up new systems and tools independently, including in-house/proprietary platforms (Dex) beyond standard Microsoft Office Suite

Experience & Background

Prior experience in a customer-facing or data-entry-heavy role such as customer service, insurance operations, payroll administration, or similarComfort with Microsoft Office Suite (Outlook, Word, Excel); experience with Dex or similar systems is a plus (training provided)Experience working across multiple systems or providers, adapting to varying formats and workflows

Preferred/Highly Desirable

Experience in insurance, workers' compensation, or a related service industryExperience with high-volume phone and email customer communication

Equal Employment Opportunity Statement

Reliable Premium Management (RPM) is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. RPM is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process and employment.