Premium Audit Operations Specialist I

The Premium Audit Operations Specialist I proactively communicates audit results to insureds and agents via email, and coordinates the transition from audit completion to billing, including setting up payment plans and documenting agreements. This role reviews completed audits for content and context to effectively explain premium impacts to customers, while handling routine billing coordination within authority limits. The Specialist also contributes to process improvements by providing feedback and documenting best practices. Strong organizational skills, confidentiality, and the ability to build positive customer relationships—while managing multiple priorities and delivering complex information—are essential for success in this position.

Proactive Customer Communication & Engagement:

• Conduct proactive outreach to insureds and agents via email to  deliver audit results before billing occurs.
• Review completed audits for content and context to understand premium impacts and explain results to customers.
• Build positive customer relationships while delivering potentially unwelcome news about additional premiums.

Billing Integration & Handoff Management:

• Coordinate smooth transitions from audit completion to billing operations.
• Set up standard payment plans and document customer agreements and payment arrangements for billing team follow-up.
• Ensure proper handoff documentation for seamless billing processing.

Customer Service & Support:

• Handle routine customer inquiries about audit results and premium changes.
• Explain standard audit concepts and billing implications clearly to insureds and agents.
• Process endorsements within assigned authority limits.
• Document customer interactions and agreements appropriately.

Process Development & Continuous Improvement:

• Provide regular feedback on evolving procedures and process effectiveness.
• Document best practices and lessons learned for future training materials.
• Support implementation of new technologies and process innovations.

Quality & Performance Standards:

• Meet established deadlines and manage multiple priorities effectively.
• Maintain strict confidentiality of all processed information.

• Minimum 1+ years in premium audit, insurance operations, or related customer service role.
• Experience with Workers' Compensation.
• Customer service experience in insurance or financial services environments preferred.

Technical Competencies:

• Understanding of premium audit procedures and regulatory compliance.
• Familiarity with classification systems (PAAS, NCCI) and state-specific tools.
• Experience with audit software systems and Google Workspace applications.
• Basic billing and payment processing knowledge.

Communication & Customer Service Skills:

• Excellent verbal communication skills for routine customer  interactions.
• Strong written communication abilities for professional correspondence.
• Proven ability to explain standard audit concepts and requirements clearly
• Experience building positive relationships.
• Cultural sensitivity and professional demeanor in diverse customer interactions.

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. We may also use AI assistant video tools during interviews to support note-taking and candidate evaluation. All AI-powered outputs 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.