Lead Collections Specialist

This position is responsible for leading day-to-day collection and resolution activities while serving as a senior resource to the Collections team. The Collections Lead drives timely collection of outstanding receivables, supports working capital objectives, monitors collections performance, and ensures consistent execution of Collections processes. This role partners closely with Customer Service, Sales, Operations, Channel, Cash Application, and Credit and Disputes. This position reports to the Collections Supervisor and serves as the senior individual contributor beneath the supervisor.

• Maintains ownership of a portfolio consisting of the department’s most complex, high-risk, or strategically important customer accounts, ensuring timely collection, and issue resolution, and escalation when necessary.
• Monitors collection performance, including past-due percentage, percentage current, DSO, and collection activity, and promise-to-pay follow up.
• Assists with workload prioritization and ensures appropriate coverage of customer portfolios. 
• Support regular team check-ins, knowledge sharing, and follow-up on collections priorities.
• Serves as the first point of escalation for complex collection issues, high-risk balances, and customer concerns.
• Lead the day-to-day onboarding and training new Collection’s team members providing communication progress or support needs to the Collections Supervisor
• Partners with customer to identify root causes and barriers to payment and drives timely resolution.
• Promotes effective utilization of GetPaid and SAP systems and adherence to established collections practices.
• Identifies process improvement and training opportunities and supports development and maintenance of SOP’s.
• Supports peer training, and knowledge transfer for existing team members.
• Maintains responsibility for complex or strategic customer accounts as assigned.
• Provides observations and performance-related data to the Collections Supervisor but does not conduct formal performance reviews or corrective action.
• Leads assigned collection projects and provides status updates, risks, and recommendations to manager.