Job Description

Overview

Are you a dynamic leader with a sharp eye for detail? We're looking for a Collections Team Leader to spearhead a team of dedicated agents, driving the successful collection of outstanding debts while ensuring top-notch customer service. In this exciting role, you'll thrive in a fast-paced, well-funded startup environment, where your proactive, results-driven mindset will play a key role in achieving both individual and team success. If you have a passion for leadership, a commitment to excellence, and a knack for accuracy, we want you to lead our team to new heights!

Key Responsibilities:

Team Leadership:

Supervise and lead a team of collections agents, ensuring they meet performance targets and follow company policies and procedures in a fast-paced, dynamic environment. Provide daily coaching, training, and mentoring to enhance the team's performance while fostering a startup mentality of collaboration, adaptability, and innovation. Conduct regular team meetings to discuss objectives, updates, challenges, and best practices. Evaluate team performance, including quality and quantity metrics, and provide constructive feedback with a focus on attention to detail in day-to-day operations. Assist in recruiting, onboarding, and training new collections team members, ensuring they understand the startup's fast-evolving culture. Manage workload distribution to ensure fair and efficient allocation of tasks among team members.
Collections Strategy:

Develop and implement effective collections strategies to reduce aged receivables and improve cash flow while maintaining high attention to detail in tracking and resolving customer issues. Collaborate with other departments (e.g., Sales, Customer Service) to resolve account disputes or complex collection issues, adapting quickly to a fast-changing environment. Monitor team performance against key performance indicators (KPIs), such as call volume, contact rates, recovery rates, and aging reports. Identify and address any obstacles in the collections process, implementing solutions to improve overall efficiency and outcomes with a focus on detail and quality control.
Operational Management:

Ensure compliance with all internal policies, procedures, and legal regulations in the collection process while maintaining the flexibility characteristic of a startup mentality. Handle escalated customer inquiries or complaints and negotiate payment arrangements where necessary, ensuring that customer concerns are addressed with precision and care. Develop and maintain detailed reports on team performance, collections activity, and financial metrics for management review. Monitor and manage daily collections activities, including inbound and outbound calls, emails, and other communication methods, with a focus on efficient execution and accurate record-keeping.
Reporting & Analytics:

Prepare and present regular performance reports for management, highlighting achievements, challenges, and opportunities for improvement. Analyze collection trends and identify areas for process improvement or potential risk, bringing a startup mentality to problem-solving and execution. Utilize data and analytics to develop reports on outstanding balances, trends, and payment behavior, making recommendations for improvements.
Continuous Improvement:

Foster a culture of continuous improvement by identifying opportunities to enhance collections processes, reduce days sales outstanding (DSO), and improve team performance while maintaining a sharp attention to detail. Stay up to date with industry best practices, tools, and technologies to streamline collections and improve efficiency. Leverage creativity and flexibility to introduce innovative solutions and methodologies that enhance team success in a well-funded startup environment.
Compliance & Risk Management:

Ensure the team adheres to all relevant legal requirements, such as the Fair Debt Collection Practices Act (FDCPA) and any other applicable regulations. Proactively identify potential risks or compliance issues and escalate them to management as needed. Ensure sensitive customer information is handled securely and in compliance with data protection laws.

Experience & Qualifications

Bachelor's degree in Finance, Accounting, Business Administration, or a related field (preferred). Certification in credit management or collections is a plus (e.g., ACA or similar). Proven experience (typically 3+ years) in collections, accounts receivable, or credit management. Previous leadership or supervisory experience in a collections team or customer service role is highly desirable. Experience with collections software (e.g., AR systems, CRM systems) and Microsoft Office Suite (Excel, Word, etc.). Experience working in a well-funded startup or high-growth environment is highly desirable, with the ability to adapt quickly and operate with agility. Strong leadership and team management skills, with the ability to motivate and develop team members in a fast-paced, evolving environment. Excellent communication skills, both verbal and written, to effectively deal with customers, team members, and management. Strong problem-solving and negotiation skills, with the ability to handle complex situations and maintain an attention to detail. Highly organized, with the ability to manage multiple tasks and prioritize workload effectively in a startup environment. Ability to work under pressure and meet deadlines while maintaining high-quality standards. Solid understanding of collections processes and accounts receivable management. Familiarity with relevant debt collection laws and industry regulations. Understanding of credit risk management and dispute resolution techniques. Ability to work in office from 3 PM to 12 AM.
Job Type: Full-time

Work Location: In person