Collections Associate

Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance.
Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make.
The Collections Associate will be responsible for collecting late payments on customer accounts with final audit balances. The Collections Associate will review policy holder accounts in our systems and contact them to discuss their financial resources, set up payment plans, assist with audit billing and invoicing, as well as other billing and collections work as assigned.
How You'll Do It

• Customer Collections
• Use diverse communication methods (that include but are not limited to voice and email) to secure failed payments while ensuring our answering customers questions and concerns. Providing detailed explanations regarding the billing statement.
• Use various researching methods and tools to locate customers who have moved or contact information has changed (i.e. property records, credit score details, social media accounts, etc.).
• Work with the customer to find methods and terms of payment that are agreeable and resolve outstanding invoices.
• Collection Referrals: Review and evaluate internal collections attempts and knowing when to send it to a third party collections agency.
• Reporting & Record Keeping
• Develop and maintain a tracking system of call attempts, incoming & late payments, and payment plans.
• Maintain records of contacts and attempted contacts with delinquent account customers, as well as records of any payments collected from the customer or payment plans setup.
• Submit regular reports on the status of unpaid accounts and any repayment progress.
• Update management on statuses of outstanding balances, payment plans, and incoming payments; assisting with trend reporting as needed.
• Audit Billing & Invoicing
• Manual audit billing & invoicing. Ensuring customer inquiries and concerns are resolved in a timely manner.
• Assisting with unique financial transactions and research as necessary.
• Other miscellaneous projects and tasks as assigned.

The Right Stuff

• High school diploma or GED is required.
• Minimum of 1-year experience in Customer Service is required.
• 1-year collections experience is highly preferred.
• Developed verbal and written communication skills. Must be able to negotiate with customers through persuasion.
• Demonstrated problem solving skills to ask customers probing questions to understand concerns, issues, and objections.
• Ability to perform in stressful customer situations, able to complete duplicative tasks and efforts without becoming frustrated, ability to let go of stress from one customer so it does not affect interaction with another is required.
• Working knowledge of collections processes and resolutions to billing and collections issues is highly preferred.
• Ability to make decisions with the information they have gathered.
• Ability to multitask by typing notes while speaking on the phone simultaneously, look up customer audit records and payment information while speaking on the phone is required.
• Ability to demonstrate resilient customer service despite frustrated or impolite customers, using outstanding phone etiquette and strong active-listening skills is required.
• Ability to calculate amounts owed, create simple payment plans, and use math skills to calculate interest when applicable is required.

Base compensation for position: $20.19 - $25.72/ hour
Compensation & Benefits

• Competitive cash compensation
• A piece of the pie (in the form of equity)
• Comprehensive health plans
• Generous PTO
• Future focused 401k match
• Generous parental and caregiver leave
• Our core values are more than just a poster on the wall; they're tangibly reflected in our work

Our goal is to make all aspects of working with us as easy as pie. That includes our offer process. When we've identified a talented individual who we'd like to be a Pie-oneer , we work hard to present an equitable and fair offer. We look at the candidate's knowledge, skills, and experience, along with their compensation expectations and align that with our company equity processes to determine our offer ranges.
Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.
Location Information
Unless otherwise specified, this role has the option to be hybrid or remote. Hybrid work locations provide team members with the flexibility of working partially from our Denver or DC office and from home. Remote team members must live and work in the United States* (*territories excluded), and have access to reliable, high-speed internet.
Additional Information
Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
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