Premium Audit Operations Specialist II

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 Premium Audit Operations Specialist II proactively communicates audit results to insureds and agents, resolves disputes, and coordinates the transition from audit completion to billing, including setting up payment plans and documenting agreements. This role reviews completed audits for content and context to effectively explain premium impacts and policy changes to customers, while handling adjustments and endorsements within authority limits. The Specialist also contributes to process improvements by providing feedback and documenting best practices. Strong organizational skills, confidentiality, and the ability to build positive customer relationships—while managing multiple priorities and delivering complex information—are essential for success in this position.

How You’ll Do It

Proactive Customer Communication & Engagement:

• Conduct proactive outreach to insureds and agents via phone and email to explain audit results before billing occurs.
• Execute customer engagement cycles to ensure understanding and agreement with audit findings.
• Handle immediate dispute resolution during communication windows to prevent billing complications.
• Set up payment plans for eligible customers based on audit results.
• Compose professional written correspondence and conduct confident verbal communications.
• Build positive customer relationships while delivering potentially unwelcome news about additional premiums.

Billing Integration & Handoff Management:

• Coordinate smooth transitions from audit completion to billing operations.
• Analyze insured payment histories and structures to inform billing decisions.
• Document customer agreements and payment arrangements for billing team follow-up.
• Ensure proper handoff documentation for seamless billing processing.

Customer Service & Support:

• Handle complex customer inquiries about audit results and premium changes.
• Explain audit concepts and regulatory requirements clearly to insureds and agents.
• Resolve customer disputes and negotiate payment arrangements.
• Process endorsements within assigned authority limits.
• Analyze and communicate future policy changes to insureds and agents with clear explanations.

Process Development & Continuous Improvement:

• Provide regular feedback on evolving procedures and process effectiveness.
• Participate in process development meetings and contribute improvement recommendations.
• Document best practices and lessons learned for future training materials.
• Support implementation of new technologies and process innovations.

Quality & Performance Standards:

• Meet established deadlines and manage multiple priorities effectively.
• Maintain strict confidentiality of all processed information.

The Right Stuff

• Minimum 3+ years in premium audit, insurance operations, or customer service in insurance/financial services.
• Proven experience with Workers' Compensation.
• Knowledge of NCCI, WCIRB, PCRB/DCRB rules and regulations.
• Experience with multi-state audit operations preferred.
• Customer service experience in insurance or financial services environments.

Technical Competencies:

• Strong understanding of premium audit procedures and regulatory compliance.
• Proficiency with classification systems (PAAS, NCCI) and state-specific tools.
• Experience with audit software systems and Google Workspace applications.
• Solid billing and payment processing knowledge.
• Ability to analyze accounting records and payroll documentation.

Communication & Customer Service Skills:

• Excellent verbal communication skills for customer phone interactions.
• Strong written communication abilities for professional correspondence.
• Proven ability to explain complex financial information clearly.
• Experience handling sensitive customer conversations about additional charges.
• Dispute resolution and negotiation capabilities.
• Cultural sensitivity and professional demeanor in diverse customer interactions.

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