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Salary: USD 70,000 - 85,000 / annual
Pie Insurance is seeking a Team Lead for Billing & Collections to own the end-to-end collections process for past-due receivables, including installment payments, short-rated policies, claim deductibles, audit surcharge fees, and additional premiums from mid-term endorsements or end-of-policy audits. You will be accountable for Pie's overall bad debt recovery rate and for driving collection, litigation, and settlement outcomes against internal targets.
Key responsibilities include:
**Recovery & Collections Management**: Own Pie's bad debt recovery rate and drive collection success against internal targets. Set and enforce service-level agreements across the full collection lifecycle—from receivable handoff through final closeout—and hold your team, vendors, BPO, and offshore partners accountable to defined SLAs and KPIs. Own and continuously improve the collection assignment process and vendor preference lists. Prioritize collection effort on a risk basis, focusing on large and jumbo balances. Ensure all communications comply with FDCPA, Regulation F, TCPA, and applicable state debt-collection laws in partnership with Compliance and Legal. Serve as the top-level point of contact for collection issues, complaints, and escalations.
**Systems & Process Improvement**: Partner with Product and Engineering to build systems and automations that streamline collections—automated ordering, tracking data, KPI reporting, and automated action triggers. 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 and maintain trackability and visibility across systems.
**Vendor & Litigation Management**: Partner with Legal to drive litigation and settlement strategy and establish fast-track referral criteria for high-risk accounts. 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 on quality improvements, review and update vendor guidelines regularly, manage vendor billing, and serve as the primary escalation point. Research, propose, and vet potential new vendor partners.
**Team Leadership**: 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. Develop and maintain SOPs for collections processes. Establish benchmarks and KPIs for the team and manage business performance and productivity. Drive process improvement through Agile methodology. Manage onboarding, ongoing training and development, and offboarding. Serve as an escalation point for complex customer inquiries and disputes.
**Requirements**:
- High school diploma or GED required; Associate's or Bachelor's degree preferred
- 3+ years of team leadership or people management experience, including managing performance (required)
- 2+ years of vendor management experience (required)
- 1+ year of experience with data analysis and understanding of workers' comp operational practices (required)
- Working knowledge of debt-collection regulations—FDCPA, Regulation F, TCPA—and applicable state laws (required)
- 1+ year of Premium Audit experience (preferred)
- Experience in commercial insurance (preferred)
- 1+ year of experience managing BPO or offshore teams (preferred)
- LEAN Certification (preferred)
- Strong communication skills, both written and verbal; ability to present views, make requests directly and openly, close the loop, and give/receive feedback with empathy
- Ability to analyze and solve simple to complex problems independently and use data to make informed decisions
- Demonstrated learning agility, continuous improvement mindset, and ability to raise performance standards
- Strong interpersonal awareness and ability to build collaborative relationships
- Proficiency with G-Suite tools, Salesforce, Slack, and basic office machines
- Intermediate data reporting and analytic skills to pull vendor scorecard data and analyze it
- Intermediate organizational skills to track progress against vendor expectations and pivot between platforms
