Team Lead of Billing & Collections, Pie Insurance
$70-85k
Google Sheets
Salesforce
Slack
Senior and Expert level
Remote from US
Small business insurance
Be an early applicant
Small business insurance
201-500 employees
FintechB2BInsurance
Be an early applicant
$70-85k
Google Sheets
Salesforce
Slack
Senior and Expert level
Remote from US
201-500 employees
FintechB2BInsurance
Company mission
To make insurance less expensive, simpler, and more transparent for small business owners.
Role
Who you are
- A high school diploma or GED is required. An Associate's or Bachelor's degree is preferred
- 3+ years of team leadership or people management experience, including managing performance, required
- 1+ year of Premium Audit experience preferred
- Experience in commercial insurance preferred
- 2+ years of vendor management experience required
- 1+ year of experience managing BPO or offshore teams preferred
- 1+ year of experience with data analysis and an understanding of workers' comp operational practices required. A strong understanding of Pie's products and systems is required
- LEAN Certification preferred
- Working knowledge of debt-collection regulations — the FDCPA, Regulation F, and the TCPA — and applicable state laws required
- Communicate clearly and convincingly in writing and out loud, present your own views, and make requests directly and openly. You close the loop, and you give and receive feedback with empathy. You bring professional maturity, customer empathy, and an owner's attitude. You can build bad debt allowance formulations complete with financial close documentation and back-testable, documented assumptions
- Analyze and solve simple to complex problems independently and use data to make informed decisions. You design win-win solutions with creativity and good judgment, challenge the status quo, and apply agile thinking — testing ideas, iterating on findings, and refining before you launch the full solution
- Learn from mistakes, aim to be better tomorrow than today, and raise the performance bar. You seek to understand, stay open to new information and change, and question assumptions while applying new context
- Demonstrate interpersonal awareness — considering the needs of others, building collaborative relationships, and respecting individual and cultural differences. You gain cooperation by delivering results and building buy-in
- Comfortable with G-Suite tools, Salesforce, collaboration tools (Slack preferred), and basic office machines
- Take responsibility for your own tasks, deliverables, and timelines with strong self-direction
- Intermediate data reporting and analytic skills — enough to pull vendor scorecard data, analyze it, and bring recommendations to vendor partners and the Premium Audit team
- Intermediate organizational skills to track progress against vendor expectations and pivot between platforms frequently
What the job involves
- As the Team Lead, Billing & Collections, you own the end-to-end process for past-due receivable collections — installment payments, short-rated policies, claim deductibles, audit surcharge fees, and additional premium from mid-term endorsements or end-of-policy audits
- You are accountable for Pie's overall bad debt recovery rate and for driving collection, litigation, and settlement outcomes against internal targets
- You lead a team of individual contributors alongside BPO and offshore partners, set the strategy for how every dollar of exposure gets pursued, and continuously find upstream improvements that reduce Pie's exposure before receivables ever reach collections
- You set and enforce service-level agreements across the collection lifecycle and are accountable for the performance of your team, your vendors, and your BPO and offshore partners against defined KPIs. You partner with Accounting to establish and maintain allowance processes and month-end financial close recommendations and documentation
- You are the decision-maker for collection referrals and vendor preference, and you make sure collection progress is visible and tracked across Pie's systems and vendor systems. This is a role for someone who wants to own a function, build it, and be measured on results
- Own Pie's bad debt recovery rate. You're accountable for driving collection success against internal collection-rate and recovery targets, and for the outcomes of litigation and settlement
- Set and enforce service-level agreements across the full collection lifecycle — from receivable handoff and outreach cadence through referral timing and final closeout — and hold your team, vendors, and BPO and offshore partners accountable to those SLAs and KPIs
- Own and continuously improve the collection assignment process and vendor preference lists, including placement for unpaid installment invoices, surcharge fees, and final invoices following audit close
- Prioritize collection effort on a risk basis, focusing attention on the large and jumbo balances that drive the majority of exposure
- Make sure every call, letter, and text complies with the FDCPA, Regulation F, the TCPA, and applicable state debt-collection laws. Partner with Compliance and Legal on consent, opt-out, and disclosure requirements
- Serve as the top-level point of contact for collection issues, complaints, and escalations, acting as subject matter expert and business stakeholder advocate within Pie
- Partner with Product and Engineering to build the systems and automations that streamline collections — automated ordering, tracking data, KPI reporting, and automated action triggers and process steps
- Track and drive continuous improvement for bad debt allowance processes, in partnership with Accounting
- Coordinate dispute resolution cross-functionally and identify upstream process improvements that reduce bad debt exposure
- Ensure timely closeout for all receivables at the end of collections or litigation
- Partner cross-functionally to ensure trackability, visibility, and assignment inclusion for policy and collection-handling data — the source that powers Collections KPI tracking and management
- Monitor collection progress and make or propose escalation approvals based on defined debt-amount thresholds
- Partner with Legal to drive litigation and settlement strategy and outcomes, and establish fast-track referral criteria for high-risk accounts — explicit refusal to pay, payment-plan default, or flight risk — so accounts are pursued before they age out of viability
- Manage litigation decisions, billing, documentation, and judgment readiness
- Create and maintain vendor scorecards covering recovery rates, timeliness, and other key data points
- Partner with vendors to design and implement quality improvements based on scorecard findings
- Review and update vendor guidelines regularly, and communicate any changes, additions, or deletions to vendor partners in a timely manner
- Manage vendor billing
- Serve as the primary point of contact for vendors on escalations and approval requests
- Research, propose, and vet potential new vendor partners
- Lead, develop, and manage the performance of the collections team, including BPO and offshore resources — setting clear benchmarks, coaching to them, and actively managing underperformance through improvement plans up to and including off-boarding
- Develop and maintain SOPs for collections processes to ensure timely handling, dispute management, and proper receivable closeouts
- Establish benchmarks and KPIs for the team and individual contributors, and manage business performance and productivity
- Drive process improvement and optimization of existing processes through Agile methodology
- Manage onboarding, ongoing training and development, and offboarding for team members. Coordinate training strategy and identify growth areas in partnership with Enablement and Learning and Organizational Development
- Serve as an escalation point for complex customer inquiries, questions, and disputes, and skillfully handle follow-up
Our take
Historically, it’s been extremely cumbersome to qualify, onboard and manage workers’ comp insurance, particularly for America’s small businesses which haven’t been prioritized by larger carriers. That’s left small businesses often stranded with expensive and low-quality coverage.
Pie Insurance is changing all that through its technology-first model. Using data and analytics to better comprehend risk and speed up the decision-making process, it reduces the time to make an underwriting decision to a few minutes. Facing only legacy competition in an industry ripe for disruption, Pie Insurance has enjoyed rapid growth and received significant investment funding from backers in the InsurTech space.
Having recently acquired a nationally licensed insurance company, Pie Insurance is now able to directly issue its own policies nationwide. Currently available in 38 states, it will be aiming to expand its operations into the remaining states and territories to provide insurance to small businesses across the entire USA.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
4% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2022
$315m
SERIES D
Mar 2021
$118m
SERIES C
Total funding: $620.3m
Company benefits
- Flexible work: Pie offers in-office, hybrid, and remote work options so you can create the work environment that's best for you
- Fully paid health care: Pie covers the health, vision, and dental premiums for full time employees and covers a percentage of premiums for spouses and children
- Equity and 401k: We think you should get a piece of the pie, so in addition to equity, Pie contributes to your retirement through a 401k
- Generous PTO: We want to make sure Pie-oneers have time to balance a rewarding work life and fulfilling personal life
- Parental leave: Pie knows your family is important, providing 100% compensation for the first three months of parental leave, as well as a generous return to work plan
- Caregiver leave: Pie offers caregiver leave so you have the time to dedicate to those who need your care
- HSA and Health FSA: Pie contributes $1,500 for individuals and $2,000 for family HSAs per year. Employees have the option to contribute to a Health FSA
- Dependent Care FSA: To help care for your dependents, Pie allows employees to set aside pre-tax dollars to be used for expenses like babysitters, daycare, summer camps, etc
- Pet insurance: Pie understands your pet is family and their care can be costly when they're not feeling well. The plans provide reimbursement for common needs like exams, vaccines, x-rays, prescriptions, and much more!
Company HQ
Union Station, Denver, CO
Leadership
John Swigart
(Co-Founder & CEO)Previously CMO for RapidFinance. Also worked as CMO for Esurance, starting off as VP of Finance in 2000.
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