Accounts Receivable Team Lead

Overview

This role partners with Accounts Receivable (AR) management to monitor department workflow, provide subject matter expertise, and train a team of AR associates with varying experience levels to achieve strong customer and market results. The position also provides backup support for management or associate department functions as needed.

The role ensures team members manage AR records in accordance with company policies and procedures, as well as Generally Accepted Accounting Principles (GAAP).

Responsibilities

• Monitors workflow to ensure team members record customer payments accurately and within Service Level Agreement (SLA) timelines.
• Provides coaching, guidance, and training for advanced concepts, procedures, complex customer payment issues, and a broad array of system applications.
• Supports associates in resolving errors and out-of-balance conditions.
• Provides escalation support, including advanced customer service guidance involving inbound calls or inquiries from internal and external stakeholders.
• Performs complex research, corrections, and customer account analysis using information from numerous systems, applications, and banking institutions.
• Supports recoveries involving system failures by using ACT Fast, partnering with IT and/or executing a workaround action.
• Assists management in monitoring the internal control environment (e.g., unresolved Cash On Account research/prevention, resolution of Out of Balance report, etc.).
• Provides supplemental support to meet daily goals when associates are absent, workload is excessive, or system cut-off timetables are at risk.
• Provides AR management with associate metrics based on error research, audit findings, and compliance with procedures to ensure work quality.
  • Researches associate errors to assess underlying causes and documents findings.
  • Shares audit findings and provides additional guidance and refresher training on concepts and procedures.
• Compiles, validates, and organizes documents required for legal or audit purposes.
• Verifies financial integrity related to transfers of payments, deductions, and write-offs across markets, regions, and groups, including complex transactional adjustments or corrections.
• Ensures accurate recording of bad debt write-offs.
• Ensures team members understand and manage AR records in accordance with policies, procedures, and GAAP.
• Supports special projects and other duties as assigned by AR management.

Requirements

• Minimum three years’ experience in a high-volume AR processing environment, or a combination of a degree in an accounting or business-related field plus two years of experience.
• 1 year experience training and guiding associates, or prior AR or business management experience.
• Advanced skills with Windows and Microsoft software including Word, Excel, Outlook, PowerPoint, and Access.
• Strong training, communication, and interpersonal skills.
  • Communicates clearly, professionally, and tactfully.
  • Able to effectively address escalated situations that may involve challenging or irate individuals.
• Exceptional customer service, issue resolution, judgment, and analytical skills.
• Must support and demonstrate the company’s culture beliefs.
• Ability to master a significant array of processes and procedures.
• Ability to prioritize multiple tasks and projects with varying deadlines and priorities.
• Experience and expertise in up to 25 systems, applications, and portals, including AR mainframe systems (e.g., Tandem, Dynamics, CSB), payment application matching systems, invoicing, bank websites, and specialized application portals (e.g., ACH/EFT, credit card, NSF and wire transfers).
• Performs responsibilities with a high degree of accuracy; guides associates and directly impacts customers.
• Strong judgment and problem-solving skills, including research using multiple systems and tools.

Education

• Minimum: High school diploma or equivalent.
• Preferred: Associates or Bachelors degree in accounting, finance, business, or a related degree.

Compensation & Benefits

• This role also receives an annual incentive plan bonus.
• Compensation depends on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law (for example: state or local minimum wage thresholds).
• Expected base rate for this role is between $24 - $37.
• Benefits for this role may include:
  • Health insurance
  • Pre-tax spending accounts
  • Retirement benefits
  • Paid time off
  • Short-term and long-term disability
  • Employee stock purchase plan
  • Life insurance

Location

• Remote (fully remote). The associate is expected to perform assigned responsibilities from a home-based environment.

Equal Opportunity

• EOE – Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Age/Genetic Information/Protected Veteran/Disability Status***