Collections Lead Location: Bengaluru, India

Job Responsibilities:

• Oversee the team’s collections and case queues, ensuring efficiency in handling both direct and partner collections.
• Coach team members, provide feedback, and lead discussions on performance improvements and process optimization. ○ Conduct weekly 1:1s and team calls ○ Supervise calls with key customers and partners ○ Set multi-quarter objectives, monitor KPIs, and track team performance.
• Manage staffing levels to align with expected volume fluctuations and ensure coverage during time off and holidays.
• Monitor portfolio of accounts by following documented collections processes, including:

○ Follow up on invoices and past due balances

○ Draft legal demand letters, when appropriate and deactivation and/or work stoppage and be an escalation point on the team's demand letter requests.

○ Drive resolution of disputes, while monitoring trends of disputes.

○ Conduct customer outreach to assist in the facilitation of refunds

○ Maintain customer records including contacts, payment trends, and payment runs

○ Calculate and monitor customer collection metrics for portfolio and reconcile customer accounts

○ Negotiate payment plans in compliance with policy

○ Conduct customer account reconciliation as needed

• Serve as the primary point of escalation for case management issues and collection team’s concerns.
• Lead discussions with customers and partners on a regular cadence, including escalation calls as required.
• Build and maintain relationships with internal parties
• Facilitate regular team meetings and ensure effective team collaboration.
• Manage and adapt to additional responsibilities and projects as business needs evolve.

Qualifications:

• 8+ years of experience in Collections, with a majority in the Technology Industry
• 2+ years of experience as a lead or manager
• Experience in the tech and SaaS experience (highly preferred)
• Strong analytical skills, problem solver, high level of curiosity, ability to dive deep, find solutions and deliver results
• Solid experience with key financial tools and ERP systems (NetSuite preferred) as well as Microsoft Office skills including Excel and PowerPoint
• Ability to work independently and move fast, adapt, and thrive in a dynamic and fast changing environment
• Strong interpersonal skills and experience collaborating successfully with diverse crossfunctional teams ● Team player attitude to assist with quarter end collections efforts when it’s “all hands-on deck”
• Bachelor's Degree or equivalent work experience