Overview
This role involves managing Tier 2 Collections Analysts and supporting Tier 1 Collections Analysts by identifying assigned account portfolios, providing coaching and mentoring, and managing the escalations process. The position requires collaboration with global teams to develop processes, resolve issues, and improve operational efficiency.
The Tier 2 Collections Lead is responsible for meeting financial targets, supporting customer relationships, and continuously working with stakeholders to enhance operational effectiveness.
Responsibilities
Collections Process Management
- Develop and maintain policies and procedures for the collections process ensuring compliance with GAAP, regulatory requirements, and internal controls.
- Oversee collections activities including analyzing and monitoring client accounts receivable for past due balances.
- Conduct client contacts according to collections strategy (e.g., emails, follow-ups).
- Escalate collection issues to senior leadership as needed.
- Manage outstanding accounts receivable notifications.
- Define and deploy collections strategies prioritizing risk and value factors.
- Develop cash collections and bad debt reserve targets based on trends.
- Participate in operational review meetings providing insights and status updates.
- Serve as an escalation point for exceptions and make approval decisions per Delegation of Authority policies (e.g., write-offs).
- Approve system role authorizations for Oracle Advanced Collections.
- Support internal and external audits.
Team Leadership
- Build and manage a high-performing collections team focused on client service.
- Recruit, interview, and hire qualified collections team members.
- Lead performance management, salary administration, career planning, and budget management.
- Identify and address training and development needs of team members.
- Set performance goals in collaboration with leadership.
- Foster team dynamics that promote retention and engagement.
Client Relationship Management
- Promote a client service culture emphasizing collaborative problem-solving.
- Manage client expectations daily and resolve issues promptly.
- Establish collaborative relationships with internal teams (e.g., Billing, Cash Applications) and external clients (Segment and Line of Business Leaders) to understand business needs and ensure client satisfaction.
Financial and Operational Performance
- Measure performance against key performance indicators related to working capital and operational goals.
- Provide input on service measures and targets.
- Identify opportunities for process improvements and best practices.
- Support global process governance and continuous improvement initiatives.
Requirements
- Minimum 10 years of experience in collections, preferably within a professional services environment.
- At least 5 years of supervisory experience.
- Experience managing service level agreements and key performance indicators.
- Proficiency with Oracle or other ERP platforms for accounts receivable; experience with Oracle Advanced Collections or similar tools.
- Background in professional services industries such as consulting, auditing, or project-based work.
- Strong customer service skills with the ability to communicate professionally across various channels.
- Solid accounting and finance knowledge.
- Familiarity with collections best practices.
- Ability to resolve exceptions, disputes, and manage customer expectations effectively.
- Strong communication skills to convey financial information clearly to leadership.
- Ability to work under pressure and meet deadlines.
- Experience delegating and coordinating work activities.
- Proven track record in career development and positively impacting team morale and engagement.
- Advanced skills in MS Excel; proficiency in MS Word, Access, and PowerPoint.
- Bachelor's degree in Accounting, Finance, or a related field.
Note: This position does not offer employment-based non-immigrant visa sponsorship or assistance.
Compensation and Benefits
Compensation
- Base salary range: $70,000 to $90,000 USD annually.
- Eligibility for an annual short-term incentive bonus.
Benefits
- Comprehensive health and welfare benefits including mental health support, medical, dental, vision, prescription drug coverage, fertility benefits, Health Savings Account, commuter accounts, flexible spending accounts, company-paid life insurance, supplemental life insurance, accident and critical illness coverage, legal and identity theft protection, wellbeing programs, adoption and surrogacy assistance, auto/home insurance, and pet insurance.
- Leave benefits including paid holidays, annual paid time off, short-term and long-term disability, bereavement, family and medical leave, jury duty, military leave, and parental/adoption leave.
- Retirement benefits including qualified contributory pension plans (if eligible), 401(k) plans with annual nonelective company contributions, and non-qualified retirement plans for senior-level employees meeting eligibility requirements.
Equal Opportunity
The employer is an equal opportunity employer and considers qualified applicants with arrest and conviction records in accordance with applicable fair chance ordinances.