Account Services Specialist

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 time
• Payroll and premium billing data entry is consistently accurate
• Customer calls and emails are answered promptly, keeping customers informed and confident
• Playbook 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 systems
• Manage 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 response
• Support customers across multiple payroll providers, adapting to differences in each workflow
• Use existing templates, reports, and standards to complete tasks efficiently and consistently

Customer Communication

• Respond to customer calls (inbound and outbound) and emails promptly and professionally
• Educate customers and payroll providers as needed, communicating RPM's process clearly and building confidence at every touchpoint
• Escalate 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 absences
• Identify 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 entry
• Is comfortable following a Playbook until judgment says a situation needs something different
• Communicates clearly and calmly with customers by phone and email
• Takes 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 desk
• Extended periods of computer, keyboard, and screen use
• Ability to communicate clearly by phone and email for extended periods
• Primarily sedentary work in an office setting
• Minimal lifting

What We Offer

• Hands-on training on Dex, RPM's in-house platform — no prior experience needed
• Quarterly bonus program
• 100% employer-paid medical, dental, vision, life, AD&D, and short-term disability insurance
• 401(k) with 4% company match
• Competitive paid time off
• Two paid 15-minute rest breaks daily, plus a paid 30-minute meal break
• Flexibility and trust to manage your work
• A unique, people-centered culture rooted in ownership, transparency, and learning
• Growth opportunities as the company scales

Requirements

Core Capabilities

• Strong attention to detail
• Sound judgment — knowing when to follow the Playbook and when to escalate
• Clear, calm communication, including by phone and email
• Comfort with data entry and resolving discrepancies
• General 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 similar
• Comfort 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 industry
• Experience 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.

Pay: $22.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you authorized to work in the United States without sponsorship?
• Are you able to work on-site in Waite Park, MN
• What is your desired compensation?
• Are you comfortable working in a regulated industry where accuracy and compliance are critical?

Work Location: In person