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

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.

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.

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

• 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

• 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

• Collaborate with teammates to share knowledge and cover workload during PTO or other absences

• Identify and suggest opportunities to streamline daily processing tasks

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

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

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

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

• Extended periods of sitting at a desk

• Extended periods of computer, keyboard, and screen use

• Ability to communicate clearly by phone and…