Receivables Analyst
Description
The USRM Collections Team manages collection efforts for unpaid premiums across Small Commercial Billing, PLS, and Small & Large Claims Deductibles. This includes Direct Bill, Agency Bill, legacy systems (OCAS, Safeco) and specialty products (ADP, Paychex, Your Way Pay). Our collectors collaborate regularly with key stakeholders—Billing Operations, Premium Audit, Underwriting, Agency Bill—and coordinate with outside collection agencies and legal counsel as needed.
This Collector role is responsible for recovering outstanding balances. The position requires strong negotiation, analytical skills and a results-oriented mindset. We primarily make outbound calls while also taking inbound calls and communicating with policyholders, agents, and other parties. Responsibilities also include resolving account disputes, establishing and monitoring payment arrangements, negotiating settlements, reconciling account activity, and producing documentation and exhibits for customers, internal teams, and legal counsel.
We’re looking for someone with sharp problem-solving instincts, independent decision making skills, and the ability to build and maintain positive relationships with stakeholders. Strong communication, investigative and analytical abilities are essential. The role also involves mentoring and coaching teammates, managing multiple priorities in a dynamic environment, and adapting to change. If you enjoy rolling up your sleeves, thinking creatively to find solutions, and bringing a positive, professional attitude to challenging situations, we encourage you to apply.
Responsibilities
Contact customers primarily by phone, but also by email when needed, to collect on past-due balances in a professional and timely manner
Assess each account’s history and payment status to determine appropriate collection strategy
Negotiate payment arrangements, settlements or repayment plans that comply with company policy and are feasible for the customer
Document all customer interactions, promises to pay and payment activity accurately in the collections system
Post and reconcile payments, update account records and escalate unresolved accounts per escalation guidelines
Verify customer identity and perform skip-tracing/locate activities to find difficult-to-reach debtors
Explain account balances, charges, interest and company policies clearly and courteously to customers
Achieve individual and team collection targets and key performance indicators (e.g., recovery rate, contact attempts, etc.)
Handle disputes by investigating account discrepancies, obtaining supporting documentation and coordinating with billing, Underwriting, Claims, or Premium Audit as needed
Adhere to all legal, regulatory and internal compliance requirements during collection activities
Qualifications
Critical thinking, negotiation skills, financial acumen, writing, negotiation and interpersonal skills; working knowledge of Microsoft Office Suite and mainframe applications; basic understanding of insurance industry, GAAP accounting, state regulatory environments, rating plans as well as billing, collection, audit and booking processes; as normally acquired through a BS/BA degree with a major in Accounting, Finance, Economics or Business Management plus 12 months of experience
About Us
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role 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 at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role. As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally. At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow. We are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits Liberty Mutual is an equal opportunity employer. We will 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 on any basis prohibited by federal, state or local law. Fair Chance Notices
About the job
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Receivables Analyst
Description
The USRM Collections Team manages collection efforts for unpaid premiums across Small Commercial Billing, PLS, and Small & Large Claims Deductibles. This includes Direct Bill, Agency Bill, legacy systems (OCAS, Safeco) and specialty products (ADP, Paychex, Your Way Pay). Our collectors collaborate regularly with key stakeholders—Billing Operations, Premium Audit, Underwriting, Agency Bill—and coordinate with outside collection agencies and legal counsel as needed.
This Collector role is responsible for recovering outstanding balances. The position requires strong negotiation, analytical skills and a results-oriented mindset. We primarily make outbound calls while also taking inbound calls and communicating with policyholders, agents, and other parties. Responsibilities also include resolving account disputes, establishing and monitoring payment arrangements, negotiating settlements, reconciling account activity, and producing documentation and exhibits for customers, internal teams, and legal counsel.
We’re looking for someone with sharp problem-solving instincts, independent decision making skills, and the ability to build and maintain positive relationships with stakeholders. Strong communication, investigative and analytical abilities are essential. The role also involves mentoring and coaching teammates, managing multiple priorities in a dynamic environment, and adapting to change. If you enjoy rolling up your sleeves, thinking creatively to find solutions, and bringing a positive, professional attitude to challenging situations, we encourage you to apply.
Responsibilities
Contact customers primarily by phone, but also by email when needed, to collect on past-due balances in a professional and timely manner
Assess each account’s history and payment status to determine appropriate collection strategy
Negotiate payment arrangements, settlements or repayment plans that comply with company policy and are feasible for the customer
Document all customer interactions, promises to pay and payment activity accurately in the collections system
Post and reconcile payments, update account records and escalate unresolved accounts per escalation guidelines
Verify customer identity and perform skip-tracing/locate activities to find difficult-to-reach debtors
Explain account balances, charges, interest and company policies clearly and courteously to customers
Achieve individual and team collection targets and key performance indicators (e.g., recovery rate, contact attempts, etc.)
Handle disputes by investigating account discrepancies, obtaining supporting documentation and coordinating with billing, Underwriting, Claims, or Premium Audit as needed
Adhere to all legal, regulatory and internal compliance requirements during collection activities
Qualifications
Critical thinking, negotiation skills, financial acumen, writing, negotiation and interpersonal skills; working knowledge of Microsoft Office Suite and mainframe applications; basic understanding of insurance industry, GAAP accounting, state regulatory environments, rating plans as well as billing, collection, audit and booking processes; as normally acquired through a BS/BA degree with a major in Accounting, Finance, Economics or Business Management plus 12 months of experience
About Us
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role 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 at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role. As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally. At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow. We are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits Liberty Mutual is an equal opportunity employer. We will 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 on any basis prohibited by federal, state or local law. Fair Chance Notices