Assistant Manager, Receivables

Overview

This role is part of the USRM Collections Team, which collects unpaid premiums for Small Commercial and Personal Lines, as well as Small and Large Claims deductibles. The team partners with Billing Operations, Premium Audit, Underwriting, and Agency Bill; manages outside collection agencies; and works with in-house and external legal counsel.

As an Assistant Manager, you will lead a team comprising Collectors, the Senior Receivables Analyst, and Support staff, overseeing daily operations and external collection vendors while delivering quality service. The position involves driving recovery and profitability results, participating in strategic project work (including billing modernization), building and sustaining 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.

Responsibilities

• Lead daily operations: Establish priorities, coach to key performance indicators, resolve escalations, and coordinate with other leaders and strategic partners (including Collection Vendors and EXL) to ensure work is appropriately prioritized and distributed to 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 by 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 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: 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: Provide coaching, feedback, planning, delegation, and deliver results through others.

Qualifications

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

Preferred Qualifications

• 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 communication and influence skills, including 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.
• Ability to travel, with or without advance notice, to attend trials in person for the team if needed.

Compensation & Benefits

• Pay Philosophy: The typical starting salary range for this role is determined by factors including skills, experience, education, certifications, and location. The full salary range reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role.
• Some roles may have a corresponding compensation plan that could include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan.
• Benefits include comprehensive coverage, workplace flexibility, professional development opportunities, and opportunities through Employee Resource Groups.

Location

• In-office requirements: This position may have in-office requirements dependent upon candidate location.
• Travel: Requires the ability to travel, with or without advance notice, to attend trials in person for the team if needed.

Equal Opportunity

The employer is an equal opportunity employer and does not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran’s status, pregnancy, genetic information, or any basis prohibited by federal, state, or local law.

Fair Chance Notices

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco