Senior Customer Accounts Team Lead

Short Description

Customer Account Sr. Team Lead,  ensures that the best collection effort is expended on customer accounts to maximize cash collections and minimize Days Sales Outstanding “DSO”. This position reports directly to the Collection Manager and primary focus is to manage accounts assigned and as well provide escalation support for the other members of your team. This role has delegated duties such as training and mentoring teams to meet/exceed departmental objectives. Solid B2B collections experience is needed as well as excellent customer service, negotiation skills and attention to detail are required to help promote long-term business relationships with our customers and Internal Business Partners. 

Responsibilities

• Assist Collection Manager in training and mentoring teams to drive efficiencies in processes. 
• Solve delinquencies on more Complex Accounts involving high dollar volume and higher risk accounts. 
• Proactively initiate escalated customer contacts to reduce open Accounts Receivable. 
• Build and maintain relationships with Internal Sales Management Teams and External customers  
• Provide support to team members to maintain awareness of target KPIs. 
• Utilize appropriate judgment in processing adjustment disputes, resolving unapplied payments and possible account suspension due to non-payment.  
• Take proactive measures to escalate uncollectible accounts and bring material changes to department heads regarding financial position of customers. 
• Assist with on-boarding of new customer contracts and documentation of special handling accounts. 
• Assist in projects, process improvements, and other collection related tasks as identified by management. 
• Manage payroll for employees 
• Review Lien and Bond Requests and work with outside attorneys to get these filed where appropriate 
• Work with outside attorneys on bad debt accounts and bankruptcies 
• Work with District Managers and RVP on delinquent accounts 
• Look for opportunities to improve processes within the collections team as well as within the operations processes that effect the order/invoice cycle 
• Process customer rebates and verify customer is eligible for payout 
• Prepare monthly write off file for customers that must be submitted to third party agencies 
• Handle audit requests from both internal and external audit 

Professional Experience

Skills