Accounts Receivable Team Lead

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About the role

Responsible for partnering with Accounts Receivable (AR) management to monitor department workflow, provide subject matter expertise, and train a team of AR associates with varying levels of experience to achieve strong customer and market results. Provides backup support for management or associate department functions as needed. Ensures team members manage AR records in accordance with policies, procedures, and Generally Accepted Accounting Principles (GAAP).

Responsibilities

• Monitors workflow and ensures team members record payments to customers’ accounts accurately and according to Service Level Agreement (SLA) timelines.
• Provides coaching, guidance, and training support for advanced concepts, procedures, complex customer payment issues, and a broad array of system applications.
• Supports associates in resolving errors and out-of-balance conditions.
• Provides escalation support to team members as well as advanced knowledge and professional customer service guidance involving inbound calls or inquiries from internal and external stakeholders.
• Performs complex research, corrections, and customer account analysis using information from numerous systems, applications, and banking institutions.
• Supports recoveries involving system failures by using ACT Fast, partnering with IT, and/or executing workaround actions.
• Assists management in monitoring the internal control environment (e.g., unresolved Cash On Account research or prevention, resolution of Out of Balance report, etc.).
• Provides supplemental support to team members to achieve daily goals due to absence, excessive workload, or system cut-off timetables.
• Provides AR management with associate metrics based on error research, audit findings, and compliance with procedures to ensure work quality. Researches associate errors to assess underlying causes and provides documentation; offers additional guidance and refresher training on concepts or procedures.
• Compiles, validates, and organizes documents required for legal or audit purposes.
• Verifies financial integrity relating to transfers of payments, deductions, and write-offs across markets, regions, and groups, including complex transactional adjustments or corrections.
• Responsible for accurate recording of bad debt write-offs.
• Ensures team members understand and manage AR records in accordance with policies, procedures, and GAAP.
• Supports special projects and other duties as assigned by AR management.

Requirements

• Minimum three years’ experience in a high-volume AR processing environment or a combination of a degree in an accounting or business-related field plus two years of experience.
• One year of experience training and guiding associates or prior AR or business management experience.
• Advanced skills with Windows and Microsoft software including Word, Excel, Outlook, PowerPoint, and Access.
• Strong training, communication, and interpersonal skills; communicates clearly, professionally, and tactfully; able to effectively address escalated situations involving challenging or irate individuals.
• Exceptional customer service, issue resolution, judgment, and analytical skills.
• Ability to support and demonstrate the company’s culture beliefs.
• Ability to master a significant array of processes and procedures; effectively prioritize multiple tasks and projects with varying deadlines and priorities.
• Experience and expertise in up to 25 systems, applications, and portals including AR mainframe systems (e.g., Tandem, Dynamics, CSB), payment application matching systems, invoicing, bank websites, specialized application portals (e.g., ACH/EFT, credit card, NSF, wire transfers, etc.).
• Performs responsibilities with a high degree of accuracy, guiding associates and directly impacting customers; requires strong judgment and problem-solving skills, including research using multiple systems and tools.

Qualifications

• Minimum: High school diploma or equivalent.
• Preferred: Associate’s or Bachelor’s degree in accounting, finance, business, or a related field.

Work Environment

This role is fully remote, and the associate is expected to perform assigned responsibilities from a home-based environment.

Benefits

• Health insurance
• Pre-tax spending accounts
• Retirement benefits
• Paid time off
• Short-term and long-term disability
• Employee stock purchase plan
• Life insurance
• Annual incentive plan bonus

Pay

The expected base rate for this role is between $24 - $37 per hour, depending on relevant experience and/or education, specific skills, function, geographic location, and other factors as applicable by law.