Payroll Partner Service Advocate at Pie Insurance

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Insurance, Payroll ServicesIndustries

Requirements

High school diploma or GED is required
Associate degree, trade or technical school certificates, or bachelor’s degrees are preferred
1+ year in a high-volume customer contact environment is required
1+ year of insurance customer service, administrative, or sales experience is required
1+ year Payroll Partner customer service experience is preferred
Demonstrated problem-solving skills to develop sound processes and workflows
Proficient communication skills to build strong and lasting relationships
Knowledgeable about work products and can complete requests with advanced speed, accuracy, and consistency
Intermediate problem solving skills to be able to resolve simple to moderately complicated problems quickly and effectively
Ability to work in a team environment, develop and sustain collaborative working relationships
G-Suite Tools, Salesforce, Payment Process

Responsibilities

Provide responsive, timely, and relevant service to payroll partners
Handle phone, email, and platform-based communication with payroll partners and cross-functional stakeholders
Maintain SLA’s set by Payroll Partner Ops team in a consistent and efficient manner
Handle Policy Issuance, General questions, Follow-Up Communication, Cancellation requests from insureds and partners, and Renewal policy management
Respond within 24 hours or less to requests from payroll partners
Handle Urgent payroll partner customer and partner escalations
Address complex payroll partner customer and partner questions
Model behaviors to resolve routine to advanced issues for payroll partners in all channels
Build relationships with partners and internal teams to provide consistent communication with customers
Seek resolutions to issues and anticipate ways to prevent future issues
Voice the payroll partner’s needs and advocate for the customer and their perspective
Support the on-boarding and training of new hires and teams
Assist in testing and training of new processes and systems
Maintain library of SOPs and training materials
Complete other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceWorkers CompensationPolicy IssuancePolicy ManagementEscalation HandlingSLA ManagementPartner CommunicationBilling KnowledgeTrainingOnboarding

Questions & Answers

Common questions about this position

What experience is required for the Payroll Partner Service Advocate role?

A high school diploma or GED is required, with associate or bachelor’s degrees preferred. Candidates need 1+ year in a high-volume customer contact environment and 1+ year of insurance customer service, administrative, or sales experience; payroll partner experience is preferred.

What key skills are needed for this position?

Demonstrated problem-solving skills to develop sound processes and workflows, ability to build win/win solutions, navigate and solve advanced to complex issues, and apply advanced Workers Comp knowledge to policy, billing, and agency questions.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does Pie Insurance's company culture emphasize?

Pie is a diverse team of builders, dreamers, and entrepreneurs driven by core values and operating principles that guide every decision.

Pie Insurance

Provides workers' compensation insurance for small businesses

About Pie Insurance

Pie Insurance provides workers' compensation insurance specifically designed for small businesses. This type of insurance helps cover wage replacement and medical benefits for employees who are injured while working. The company utilizes data-driven technology to offer competitive pricing and ensure that clients receive quality coverage. The process for obtaining insurance quotes is quick and user-friendly, taking only three minutes, which is particularly beneficial for small business owners who may not have the time to deal with complicated insurance procedures. Pie Insurance operates in 38 states and Washington, D.C., with plans for further expansion. The company aims to deliver trusted and efficient insurance services, promising potential savings of up to 30% on workers' compensation insurance. Its unique approach lies in leveraging technology to simplify the insurance process, making it easier and more affordable for small businesses.

Washington, District of ColumbiaHeadquarters

2017Year Founded

$603.4MTotal Funding

SERIES_DCompany Stage

Fintech, Financial ServicesIndustries

201-500Employees

Benefits

Competitive cash compensation

Equity

Comprehensive health plans

Generous PTO, including paid sick leave

Future focused 401k match

Generous parental & caregiver leave

Risks

Recent layoffs of 14% of workforce indicate potential financial instability.

Deteriorating funding environment may limit expansion and technology investments.

Increased competition from insurtech companies could pressure Pie to maintain competitive pricing.

Differentiation

Pie Insurance offers A.M. A-rated insurance with a simple online experience.

The company uses data analytics to accurately assess risks and price policies.

Pie Insurance provides quick insurance quotes, taking just three minutes for small businesses.

Upsides

Integration with Ivans Download could enhance operational efficiency and customer service.

Appointment of Audra Foglietta as CFO may drive financial performance and efficiencies.

Partnership with Endeavor Insurance Group could expand market reach and distribution channels.

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