Payroll Partner Service Specialist

The Payroll Partner Service Specialist is a key role for Pie's Payroll Partner team. This position serves as a comprehensive customer service team member who handles the full spectrum of customer issues—from routine inquiries to complex escalations—and resolves concerns and requests from payroll partners and insureds.

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

• Handles phone, email, and platform-based communication with payroll partners, insureds, and cross-functional stakeholders to provide excellent customer service
• Maintains SLAs set by Payroll Partner Ops team in a consistent and efficient manner
• Works as both a team member and stakeholder to handle:
• Email requests and general questions
• Policy issuance and renewal policy management
• Follow-up communication with 24-hour response commitment
• Cancellation requests from insureds and partners
• Basic to complex billing functions including processing, troubleshooting, and reconciliation
• Remittance file processing
• Urgent payroll partner customer and partner escalations
• Complex payroll partner questions requiring advanced problem-solving

Model the behaviors and strategies necessary to successfully interact with and resolve routine to complex issues for payroll partners in all channels:

• Applies comprehensive Workers Comp training and knowledge to policy, billing, and agency questions, concerns, and production, including escalated communications
• Builds relationships with partners and internal teams to provide consistent, excellent communication with customers
• Seeks resolutions to issues while being proactive to anticipate ways to prevent future issues
• Voices the payroll partner's needs and advocates for the customer and their perspective
• Engages partners and customers in challenging conversations to identify underlying issues and handles conversations to resolution

Support training and development initiatives:

• Support the onboarding and training of Pie's newest hires and teams, including process training and feedback
• Assist in testing and training of new processes and systems when rolled out to the Payroll Pod
• Maintain library of SOPs and training materials
• Occasionally build out resource and training materials
• Complete other duties as assigned

Education & Experience:

• A 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 preferred
• Payroll Partner customer service experience is highly preferred

Skills & Competencies:

• Communication: Proficient communication skills to build strong and lasting relationships; able to clearly, concisely, and empathetically communicate with customers both verbally and in written form, even in times of conflict
• Problem-Solving: Demonstrated ability to resolve simple to complex problems quickly and effectively with varying levels of guidance; can think ahead and identify hidden obstacles
• Technical Knowledge: Strongly demonstrated knowledge about work products with ability to complete requests with advanced speed, accuracy, and consistency—reducing hand-offs wherever possible
• Adaptability: Ability to adapt and be flexible to change with a growth mindset
• Collaboration: Strong ability to work in a dynamic team environment, develop and sustain collaborative working relationships, consider stakeholder needs, and fully commit to decisions made
• Leadership Development: Ability to develop and train new or existing team members on systems and processes
• Systems Experience: G-Suite Tools, Salesforce, Payment Processing Systems, and Slack are highly 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 Pie utilizing these AI technologies to assist in our evaluation process.