Billing Specialist Tier II

This is a mid-level billing role, responsible for working with small business customers, agency partners and internal business partners to complete mid-level technical billing inquiries and requests. This role requires strong customer service skills to provide the best experience for Pie customers and partners. 

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

• Handles  Tier II phone, email, and platform-based communication with customers and cross-functional partners to provide excellent customer service.
• Monitor and maintain service level agreements, while remaining compliant with federal and state regulations.
• Consistently meet production goals related to Billing Tier 2 work.

Successfully interact with and resolve complex issues for small business owners and partners in all channels:

• Build relationships with Agency partners and internal team members to provide accurate and consistent communication with customers.
• Seek and provide resolution to billing issues while also anticipating ways to prevent future issues.
• Voices the customer’s needs and advocates for the customer and their perspective.

Participate in ongoing training and provide some on-boarding for peers: 

• Maintains knowledge and familiarity with billing policies and procedures through ongoing training.
• Complete other miscellaneous duties as assigned.
• Supports the onboarding and training of Pie's newest Tier 1 hires including shadow sessions. 

• A High School Diploma or GED is required. Bachelor's Degree or college coursework preferred.
• 2 years  of Financial Services, Collections, or Banking experience.
• 1+ year of Customer service experience in a fast-paced high-volume environment. 
• 1+ year of familiarity with Pie's internal system standards and processes is highly preferred.
• Strong communication skills: able to clearly and professionally communicate with customers both verbally and in written form. Develop strong and lasting relations by presenting own views in a direct and open manner, share feedback with peers, as well as, give the benefit of the doubt.              
• Demonstrated problem-solving skills to identify and develop sound processes and workflows within the team. Ability to apply creativity and challenge the status quo. 
• Self-directed, pro-active and takes initiative. Advanced knowledge about work products and able to complete requests with advanced speed, accuracy, and consistency - reducing handoffs wherever possible.
• Ability to work in a team environment, develop and sustain collaborative working relationships. Ability to consider the needs of stakeholders and fully commit to a decision made.  Ability to work with others on team projects in a productive fashion to accomplish team goals.
• G-Suite Tools, Salesforce, Payment Processing Systems, Collaboration tools (Slack is 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. 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.