Manager, Premium Audit
Who are we?
Western National Insurance Group is a private mutual insurance company with over 120 years of experience serving customers' property-and-casualty insurance needs in the Midwestern, Northwestern, and Southwestern United States. Known as “The Relationship Company®,” we define success as a measure of the relationships we’ve built over time. In everything that we do, we know that delivering a friendly and helpful interaction makes for a better experience for everyone involved. That’s the power of “nice”. At Western National, nice is something we work to bring to every person and organization with whom we partner and serve.
Does this opportunity interest you?
Western National is seeking a Manager, Premium Audit to join our team!
The individual in this role will have the opportunity to lead the daily operations of the premium audit team while ensuring the accurate and timely completion of premium audits. This role combines technical expertise in premium auditing with people leadership, quality assurance oversight, and continuous process improvement to support operational excellence and exceptional customer service.
What are the responsibilities and opportunities of this role?
- Leads, coaches, mentors, and develops a team of premium auditors by providing training, performance feedback, onboarding support, and equitable workload management.
- Serves as the technical subject matter expert for complex premium audits, classification issues, and regulatory interpretation while communicating industry, legal, and regulatory changes.
- Identifies trends and recommends process, workflow, and system improvements that enhance efficiency, quality, and compliance.
- Oversees audit quality by conducting quality reviews, leading quality assurance initiatives, and developing best practices and procedures.
- Monitors, analyzes, and reports team performance metrics, including accuracy, productivity, and turnaround time, to ensure quality and service expectations are achieved.
- Assists in resolving billing disputes, audit-related customer concerns, and other escalated situations.
- Performs or oversees onsite, virtual, and hybrid audits of large and complex commercial accounts, including analysis of financial and operational records and interpretation of complex classification and rating issues.
- Handles escalated audit discrepancies, customer disputes, and complex audit situations while ensuring compliant audit documentation.
- Reviews reported state test audit differences, identifies discrepancies, and prepares responses within established deadlines in collaboration with leadership.
- Partners with underwriting by communicating operational, classification, and exposure changes that may affect account insurability.
- Collaborates with underwriting, claims, billing, and loss control teams to analyze findings, share information, and support sound underwriting decisions.
- Communicates audit results and recommendations with policyholders and agency partners.
- Consistently acts according to our customer experience standards, including responding quickly, maintaining a positive attitude, building rapport, demonstrating empathy, managing the customer’s expectations, using the proper communication channel for the situation, and taking ownership to ensure the customer’s issue is resolved.
- Performs special projects and other duties as assigned.