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.

How You’ll Do It

• 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: 
    • Email requests
    • Policy Issuance
    • General questions
    • Follow-Up Communication
    • Respond within 24 hours or less to requests from payroll partners
    • Cancellation requests from insureds and partners 
    • Basic Billing related needs or questions
    • Renewal policy management

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

  • Applies 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

The Right Stuff

• 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
• 6+ months of insurance customer service experience is preferred. 
• 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

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