Customer Service Billing & Collections Specialist Tier III

Pie Insurance Group; United States; Hybrid; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Billing & Collections Specialist Tier III to manage complex billing inquiries and provide exceptional customer service. The role requires strong communication skills and experience in financial services. Join a diverse team dedicated to empowering small businesses and making insurance accessible. This position offers the flexibility of hybrid or remote work options.

Benefits

Competitive cash compensation

Equity options

Generous PTO

401k match

Parental and caregiver leave

Qualifications

• 2+ years of Financial Services, Collections, or Banking experience.
• 1+ years familiarity with Pie's internal system standards and processes.

Responsibilities

• Handle Tier III communication with customers and partners.
• Complete billing activities including audit refunds and collections.
• Assist in ongoing training and onboarding of new hires.

Skills

Communication

Problem-Solving

Customer Service

Education

High School Diploma or GED

Bachelor's Degree

Tools

G-Suite Tools

Salesforce

Payment Processing Systems

Collaboration tools

Job description

Billing & Collections Specialist Tier III

United States

Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance.

Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven bycore values and operating principles that guide every decision we make.

This is a senior Billing & Collections role, responsible for completing complex or escalated billing inquiries, requests and audit refunds. This role provides superb customer service experiences to Pie customers and partners.

How You’ll Do It

Provide responsive, timely, and relevant service to customers and partners:

• Handles Tier III phone, email, and platform-based communication with customers and cross-functional partners to provide excellent customer service.
• Complete billing activities including: audit refunds, recissions, collections, Billing UAT, and review and resolution of daily batch error reports.
• Monitor and maintain service level agreements, while remaining compliant with federal and state regulations.
• Work as a stakeholder to handle:
• Urgent Agency or Customer billing escalations.
• Complex Agency or Customer billing questions.
• Consistently meet production goals related to Billing Tier 3 work.

Successfully interact with and resolve complex issues for small business owners and partners in all channels:

• Apply Workers Comp training and knowledge to complex and elevated policy, billing and agency questions, concerns and production, including escalated communication.
• Seek and provide resolution to billing issues while also anticipating ways to prevent future issues.
• Engage customers in challenging conversations to identify underlying issues and handle conversation to resolution.

Assist in ongoing training and on-boarding of peer growth. Participates in ongoing training to support continued growth and development:

• Support the on-boarding and training of Pie’s newest hires and teams, including process training, feedback and occasionally building out resource and training material.
• Maintains knowledge and familiarity with billing policies and procedures and worker's compensation knowledge through ongoing training.
• Complete other miscellaneous duties as assigned.

The Right Stuff

• A High School Diploma or GED is required. Bachelor's Degree or college coursework preferred.
• 2+ years of Financial Services, Collections and or Banking experience.
• 2+ years of Customer service experience in a fast-paced high-volume environment.
• 1+ years familiarity with Pie's internal system standards and processes.
• Strong communication skills: able to clearly and professionally communicate with customers both verbally and in written form. Develop strong and lasting relations by presenting own views in a direct and open manner, share feedback with peers, as well as, give the benefit of the doubt.
• Demonstrated problem-solving skills to identify and develop sound processes and workflows. Analyze and solve simple to moderately complex problems within the team independently. Consistently applies knowledge to grow in testing and learning, creativity, and a relentless commitment to improvement.
• Self-directed, pro-active and takes initiative. Advanced knowledge about work products and able to complete requests with advanced speed, accuracy, and consistency - reducing handoffs wherever possible
• Ability to work in a team environment, Consistently applies knowledge to grow in building partnership, cooperation, and win/win. Develops and sustain collaborative working relationships. Consider the needs of stakeholders and fully commit to a decision made. Ability to work with others on team projects in a productive fashion to accomplish team goals.
• Consistently applies knowledge to grow in curiosity, tenacity, flexibility, and adaptability. Majority of the time demonstrates a seek to understand approach, and is open to new information and change.
• G-Suite Tools, Salesforce, Payment Processing Systems, Collaboration tools (Slack is preferred).

The use of AI in Application Review: To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. All AI-reviewed applications are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to it being reviewed using these AI technologies to assist in our evaluation process.

Base Compensation Range

$22.50 - $27 USD

• Competitive cash compensation
• A piece of the pie (in the form of equity)
• Generous PTO
• Future focused 401k match
• Generous parental and caregiver leave
• Our core values are more than just a poster on the wall; they’re tangibly reflected in our work

Our goal is to make all aspects of working with us as easy as pie. That includes our offer process. When we’ve identified a talented individual who we’d like to be a Pie-oneer , we work hard to present an equitable and fair offer.We look at the candidate’s knowledge, skills, and experience, along with their compensation expectations and align that with our company equity processes to determine our offer ranges.

Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.

Location Information

Unless otherwise specified, this role has the option to be hybrid or remote. Hybrid work locations provide team members with the flexibility of working partially from our Denver office and from home. Remote team members must live and work in the United States* (*territories excluded), and have access to reliable, high-speed internet.

Additional Information

Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.

Pie Insurance participates in the E-Verify program. Please click here , here and here for more information.

Pie Insurance is committed to protecting your personal data. Please review our Privacy Policy .

Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process.

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