Payroll Partner Service Advocate

The Payroll Partner Service Advocate is a key role for Pie's Payroll Partner team. This is a mid-level customer service team member who focuses on routine to advanced customer issues and resolves concerns and requests from payroll partners and insureds.

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

• Handles phone, email, and platform-based communication with payroll partners and cross-functional stakeholders to provide excellent customer service,
• Maintains SLA’s set by Payroll Partner Ops team in a consistent and efficient manner.
• Works as a team member to handle: 
• Policy Issuance
• General questions
• Follow-Up Communication
• Respond within 24 hours or less to requests from payroll partners
• Cancellation requests from insureds and partners 
• Renewal policy management
• Urgent payroll partner customer and partner escalations.
• Complex payroll partner customer and partner questions.

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

• Applies advanced level of Workers Comp training and knowledge to policy, billing and agency questions, concerns, and production.
• Build relationships with partners and internal teams to provide consistent, excellent communication with customers.
• Seek resolutions to issues while also anticipating ways in which to prevent future issues.
• Voices the payroll partner’s needs and advocates for the customer and their perspective.

Lead ongoing training and on-boarding for personal and peer growth:

• 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.
• Assist in testing and and training of new processes and systems when rolled out to the Payroll Pod. 
• Maintaining library of SOPs and training materials.
• Complete other duties as assigned.

• 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 required.
• 1+ year Payroll Partner customer service experience is preferred. 
• Demonstrated problem-solving skills to develop sound processes and workflows. Ability to build solutions by designing win/win solutions:  
  • Ability to navigate and solve advanced to complex issues within all of Pie’s platforms.
  • Has the ability to think ahead and identify obstacles that may be hidden.
• Proficient communication skills to build strong and lasting relationships: able to clearly and professionally communicate with customers both verbally and in written form. Learning to present your own views in a direct and open manner. 
• Knowledgeable about work products and can complete requests with advanced speed, accuracy, and consistency - reducing hand-offs wherever possible.
• Intermediate problem solving skills to be able to resolve simple to moderately complicated problems quickly and effectively with little guidance. Often applies analytical and critical thinking skills within their role.
• Developed self-direction and responsibility for own tasks, deliverables and timelines.
• Ability to work in a team environment, develop and sustain collaborative working relationships. Learning to consider the needs of stakeholders and fully commit to a decision made.
• 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.