Billing & Collections Specialist Tier III

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.

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.

• 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.