Job Summary
The Lead Tier 2 Collections Analyst is responsible for guiding a team of Tier 2 Collections Analysts, while also providing support to Tier 1 analysts. This role involves managing account portfolios, mentoring team members, overseeing escalations, and ensuring adherence to collections policies and procedures.
Responsibilities
- Oversee the management of account portfolios and support the Tier 1 analysts.
- Coach and mentor team members to enhance their performance.
- Manage escalations and ensure effective resolution of issues.
- Establish and monitor both financial and operational targets.
- Maintain strong relationships with clients to ensure satisfaction.
- Collaborate with global and internal teams to drive process improvements.
Qualifications
- Minimum 10 years of experience in the collections field, with at least 5 years in a supervisory capacity.
- Proven experience in managing service-level agreements (SLAs) and key performance indicators (KPIs).
- Familiarity with ERP or collections platforms, such as Oracle.
- Bachelor’s degree in accounting, finance, or a related discipline.
- Strong abilities in accounting, customer service, and communication.
- Effective team leadership and proficiency in Microsoft Office applications.
