Team Lead, Collections

This is a fully remote position, open to applicants in United States.

📋 Description

• Take responsibility for Pie's bad debt recovery rates as well as collection, litigation, and settlement outcomes.

• Establish and enforce service-level agreements throughout the entire collection lifecycle.

• Oversee the collection assignment processes and manage vendor preference lists.

• Prioritize collection activities based on risk and exposure levels.

• Ensure that all communications adhere to the FDCPA, Regulation F, TCPA, and relevant state laws.

• Act as the primary point of contact for collection-related issues, complaints, and escalations.

• Collaborate with Product and Engineering teams on collection systems, automation, tracking, KPI reporting, and action triggers.

• Enhance bad debt allowance processes in collaboration with the Accounting department.

• Facilitate dispute resolution and implement upstream process improvements.

• Guarantee timely closeout of receivables following collections or litigation.

• Track collection progress and approve or suggest escalations based on debt thresholds.

• Work with Legal on litigation and settlement strategies as well as referrals for high-risk accounts.

• Oversee litigation decisions, billing, documentation, and readiness for judgments.

• Develop vendor scorecards and execute quality improvement initiatives.

• Maintain vendor guidelines, manage vendor billing, and address vendor escalations.

• Investigate and evaluate potential new vendor partners.

• Lead, develop, and manage the collections team, BPO resources, and offshore teams.

• Create standard operating procedures (SOPs), benchmarks, KPIs, and processes for onboarding, training, development, and offboarding.

• Promote process optimization through Agile methodologies.

• Address complex customer inquiries, questions, and disputes.

⛳️ Requirements

• A high school diploma or GED is mandatory.

• A minimum of 3 years of experience in team leadership or people management, including performance management, is required.

• At least 2 years of vendor management experience is essential.

• A minimum of 1 year of experience in data analysis and knowledge of workers' compensation operational practices is required.

• A strong understanding of Pie's products and systems is necessary.

• Familiarity with debt-collection regulations including the FDCPA, Regulation F, and TCPA, as well as applicable state laws, is required.

• Intermediate skills in data reporting and analysis are essential.

• Intermediate organizational skills are necessary.

• Proficiency with G-Suite tools, Salesforce, collaboration tools (preferably Slack), and basic office equipment is required.

• Ability to communicate effectively and persuasively in both written and verbal forms is essential.

• Capability to independently analyze and resolve simple to complex problems and utilize data for informed decision-making is required.

• At least 1 year of experience in Premium Audit is preferred.

• Experience in commercial insurance is preferred.

• A minimum of 1 year of experience managing BPO or offshore teams is preferred.

• LEAN Certification is preferred.

🏝️ Benefits

• Competitive cash compensation.

• Comprehensive health plans.

• Generous paid time off (PTO).

• Future-focused 401k matching.

• Generous parental and caregiver leave.

• Discretionary bonuses may be awarded annually to eligible team members.

• Reliable, high-speed internet is required for remote team members.

• AI-powered application review and interview tools are complemented by human oversight.