Short Description
The Collections and Disputes Team Lead is responsible for managing a team of collections agents to ensure timely and accurate recovery of outstanding payments while maintaining positive client relationships. The role involves overseeing daily operations, ensuring that targets are met, and providing guidance and training to the team. This position plays a key role in reducing delinquency and improving cash flow, while maintaining customer satisfaction and adherence to compliance requirements. The ideal candidate will have strong leadership skills, analytical abilities, and experience in accounts receivable or credit management.
Qualifications
High level customer service skills and very good communication skills;
Experience in O2C area is an asset;
Bachelor’s degree;
Fluent English (minimum B2);
Very good analytical skills, able to prepare complex analysis and reporting;
Able to improve the process and to motivate the staff to do the same;
Ability to delegate tasks and set deadlines.
Job Responsibilities
Supervise and mentor a team of Collection and Disputes specialists to meet daily, weekly, and monthly cash collection targets;
Provide ongoing training, support, and performance feedback to enhance team productivity;
Conduct regular team meetings to communicate goals, defects reported, updates, and resolve roadblocks and implement best practices;
Track key metrics such as Days Sales Outstanding, aging bucket performance, promise-to-pay conversions, number of call made per collector;
Identify and implement process improvements to enhance collection efficiency and reduce overdue accounts;
Ensure implementation and team adherence to DTPs, company collections policies, and industry regulations;
Maintain accurate documentation of all communications and agreements for audit purposes;
Monitor high-risk accounts and recommend escalation to legal or external collection agencies as needed;
Acts as first point of escalation for Credit Controllers.
Operational Responsibilities:Responsible for the day-to-day management of the client’s Accounts Receivable portfolio;
Proactively contact customers via phone, email, or portals to follow up on past-due invoices;
Work closely with the AR and Cash Application teams to reconcile payments effectively;
Escalate problematic accounts to management or GBS/legal when necessary;
Resolve disputes or discrepancies by coordinating with internal teams and external stakeholders;
Conduct account research and investigation while coordinating with various teams.
