Team Lead, Billing & CollectionsNew United States

Overview

This role leads end-to-end billing and collections for past-due receivables, with ownership of recovery outcomes, SLA/KPI performance, vendor and litigation management, and continuous process improvements to reduce bad debt exposure before accounts reach collections.

Responsibilities

Own recovery outcomes across every policy in collections

• Own the bad debt recovery rate, driving collection success against internal collection-rate and recovery targets, including outcomes of litigation and settlement.
• Set and enforce service-level agreements across the full collection lifecycle, from receivable handoff and outreach cadence through referral timing and final closeout; hold the team, vendors, and BPO/offshore partners accountable to SLAs and KPIs.
• Own and continuously improve the collection assignment process and vendor preference lists, including placement for unpaid installment invoices, surcharge fees, and final invoices following audit close.
• Prioritize collection effort on a risk basis, focusing attention on large and jumbo balances that drive the majority of exposure.
• Ensure all communications comply with the FDCPA, Regulation F, the TCPA, and applicable state debt-collection laws; partner with Compliance and Legal on consent, opt-out, and disclosure requirements.
• Serve as the top-level point of contact for collection issues, complaints, and escalations as a subject matter expert and business stakeholder advocate.
• Partner with Product and Engineering to build systems and automations that streamline collections (automated ordering, tracking data, KPI reporting, and automated action triggers/process steps).
• 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 at the end of collections or litigation.
• Partner cross-functionally to ensure trackability, visibility, and assignment inclusion for policy and collection-handling data powering Collections KPI tracking and management.
• Monitor collection progress and make or propose escalation approvals based on defined debt-amount thresholds.

Manage collection vendors and litigation

• Partner with Legal to drive litigation and settlement strategy and outcomes.
• Establish fast-track referral criteria for high-risk accounts (explicit refusal to pay, payment-plan default, or flight risk) so accounts are pursued before they age out of viability.
• 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 based on scorecard findings.
• Review and update vendor guidelines regularly and communicate changes to vendor partners in a timely manner.
• Manage vendor billing.
• Serve as the primary point of contact for vendor escalations and approval requests.
• Research, propose, and vet potential new vendor partners.

Lead and grow the collections team

• Lead, develop, and manage the performance of the collections team, including BPO and offshore resources; set benchmarks, coach, and manage underperformance through improvement plans up to and including off-boarding.
• Develop and maintain SOPs for collections processes to ensure timely handling, dispute management, and proper receivable closeouts.
• Establish benchmarks and KPIs for the team and individual contributors; manage business performance and productivity.
• Drive process improvement and optimization of existing processes through Agile methodology.
• Manage onboarding, ongoing training and development, and offboarding; coordinate training strategy and identify growth areas in partnership with Enablement and Learning and Organizational Development.
• Serve as an escalation point for complex customer inquiries, questions, and disputes and handle follow-up.

Requirements

• High school diploma or GED is required.
• 3+ years of team leadership or people management experience, including managing performance, required.
• 2+ years of vendor management experience required.
• 1+ year of data analysis experience and an understanding of workers' comp operational practices required; strong understanding of the organization’s products and systems is required.
• Working knowledge of debt-collection regulations — the FDCPA, Regulation F, and the TCPA — and applicable state laws required.
• Ability to communicate clearly and convincingly in writing and out loud, present views, make requests directly and openly, close the loop, and provide/receive feedback with empathy.
• Ability to build bad debt allowance formulations with financial close documentation and back-testable, documented assumptions.
• Intermediate data reporting and analytic skills, sufficient to pull vendor scorecard data, analyze it, and make recommendations to vendor partners and the Premium Audit team.
• Intermediate organizational skills to track progress against vendor expectations and pivot between platforms frequently.
• Comfortable with G-Suite tools, Salesforce, collaboration tools (Slack preferred), and basic office machines.
• Take responsibility for tasks, deliverables, and timelines with strong self-direction.

Preferred Qualifications

• 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.

Compensation & Benefits

• Base compensation range: $70,000 - $85,000 USD
• Comprehensive health plans
• Generous PTO
• Future focused 401k match
• Generous parental and caregiver leave
• Discretionary bonuses may be granted to eligible team members based on company performance.

Location

Remote (unless otherwise specified). Remote team members must live and work in the United States (territories excluded) and have access to reliable, high-speed internet.

Additional Information

• Equal opportunity employer; no discrimination based on race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
• Participation in the E-Verify program.
• By submitting an application, candidates acknowledge and consent to the use of AI-powered tools to assist with initial screening, and AI assistant video tools during interviews to support note-taking and candidate evaluation; AI outputs are still subject to human oversight and decision-making at multiple stages.
• Safety note: will never ask for credit card information or ask to purchase equipment during interview or onboarding.