Team Lead, Collections

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. As the Team Lead, 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.

Responsibilities

Own end-to-end process for past-due receivable collections; Own Pie's bad debt recovery rate; Set and enforce service-level agreements across the full collection lifecycle; Manage collection vendors and litigation; Lead, develop, and manage the performance of the collections team; Partner with Accounting to establish and maintain allowance processes and month-end financial close recommendations; Ensure compliance with FDCPA, Regulation F, TCPA, and applicable state debt-collection laws; Partner with Product and Engineering to build collections systems and automations; Develop and maintain SOPs for collections processes; Establish benchmarks and KPIs for the team and individual contributors.

Requirements

High school diploma or GED; 3+ years of team leadership or people management experience, including managing performance; 2+ years of vendor management experience; 1+ year of experience with data analysis and an understanding of workers' comp operational practices; A strong understanding of Pie's products and systems; Working knowledge of debt-collection regulations — the FDCPA, Regulation F, and the TCPA — and applicable state laws; 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, 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.

Nice to have

Associate's or Bachelor's degree; 1+ year of Premium Audit experience; Experience in commercial insurance; 1+ year of experience managing BPO or offshore teams; LEAN Certification; Slack

Benefits

Competitive cash compensation; Comprehensive health plans; Generous PTO; Future focused 401k match; Generous parental and caregiver leave; Core values tangibly reflected in our work; Discretionary bonuses may be granted annually.