Lead - Accounts Receivable

JOB SUMMARY

Come join our team! This position is HYBRID! 3 days in office, 2 days at home.

The Lead - AR Remediation Team will help manage customer problem/resolution; coaching, call monitoring, schedule adherence, floor walking, and other necessary duties. As a team leader, you will be the contact point for all team members. As a result, this position should have the ability to act proactively to ensure smooth team operations and effective collaboration.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for assisting with the overall performance and productivity of associates supporting a team of approximately 4-5 associates
• Provides coaching and on-going feedback to influence the outcome of expected goals, customer satisfaction and customer service excellence
• Monitor and coach to standards, metrics, performance criteria, policies and procedures in order to continuously improve productivity and performance
• Ensure adherence to process methodologies to maximize performance and productivity
• Provide team motivation and development to maximize performance
• Ensure schedule adherence by associates

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management. Direct supervisor job title(s) typically include: Mgr I- Accounts Receivable.
• Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)

JOB QUALIFICATIONS: Education & Experience Requirements

• High School Diploma or equivalent required, Associate or Bachelor’s degree preferred
• 2 – 4 years of experience working in Accounts Receivable, preferably in a fast-paced, high volume call center environment
• Proven experience in a Lead, Subject Matter Expert, “Go To” person role
• Possess math skills sufficient to perform required duties
• Or an equivalent combination of education, training or experience

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

• SOLVE PROBLEMS: Able to apply both rational and creative processes and approaches to identify root causes of problems and solutions through the job, special assignments, training, or external activities
• ORGANIZE: Able to assemble appropriate resources (people, funding, material, support) to get things done; Able to manage multiple activities simultaneously to accomplish goals; Able to schedule and coordinate work of others; Able to establish efficient work procedures to meet objectives; Able to form the right structures and teams to enhance productivity
• PLAN: Able to develop short- and long-term operational and / or financial plans that are appropriately comprehensive, realistic, and effective in achieving goals; Able to anticipate obstacles and define alternate strategies; Able to integrate planning efforts across work units
• DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority
• COLLABORATE: Able to act as part of a larger team outside of the immediate department or group; Able to understand the importance of working with peers in other areas or management to reach "best practice" solutions for the organization; Able to inform and seek information to anticipate and consider the impact of decisions or actions on the overall organization
• ADAPT: Able to maintain effectiveness by changing personal behavior and work routines / habits in response to new circumstances and requirements
• COACH: Able to observe and track performance in order to instruct, guide, encourage, and support employees; Able to provide positive and developmental feedback on performance; Able to place emphasis on continuous improvement
• PROVIDE DIRECTION: Able to establish and communicate a common vision; Able to translate company strategy into team goals and objectives; Able to set clear priorities; Able to clarify roles and responsibilities through individual performance plans; Able to make self available for questions
• DELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards
• DEMONSTRATE SOUND JUDGMENT: Able to make appropriate decisions and has the vision to understand their impact; Able to use factual information to develop logical assumptions; Able to examine alternatives and consider resources, constraints and risks before committing to action
• BE PERSONALLY PRODUCTIVE: Able to use own time efficiently and avoid wasting time; Able to organize work with realistic priorities for self and others; Able to demonstrate stamina to sustain effort over a period of time; Able to set high but realistic standards for self; Able to produce a high volume of work; Able to balance personal and work commitments to maintain "personal best" conditions
• BE ANALYTICAL: Able to effectively gather all relevant information; Able to identify key issues; Able to qualitatively and / or quantitatively process data; Able to identify relationships, draw logical conclusions and interpret results for use in decision-making
• SPEAK COMPETENTLY: Able to speak clearly and concisely; Able to use appropriate vocabulary for the audience; Able to get point across unambiguously and check for understanding
• PRESENT SKILLFULLY: Able to prepare and deliver clear, effective, and professional presentations
• ACT WITH INTEGRITY: Able to demonstrate uncompromising adherence to ethical principles; Able to demonstrate honesty in all actions; Able to admit and correct mistakes promptly; Able to assume full responsibility and accountability for own actions
• BE PROFESSIONAL: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor
• PROFICIENT COMPUTER USER: Able to keyboard, navigate a desktop, type, perform data entry and use required software applications to produce basic correspondence, electronic communication, presentations and maintain spreadsheets and databases. Able to operate general office equipment including company telephone system

PHYSICAL REQUIREMENTS

• Ability to sit at a desk and use a computer for up to 8 hours a day; Ability to use hands and fingers to type on a keyboard and use a mouse to navigate; Vision sufficient to view small details on a computer monitor
• Ability to stand and walk up to 8 hours a day; ability to stoop, bend and lift boxes weighing up to 25 lbs.
• Ability to hear and verbally communicate using a telephone handset and/or connected headset device

WORKING CONDITIONS

• Regular business hours. Some additional hours may be required.
• Climate-controlled office environment during normal business hours.
• Regular attendance and punctuality required
• May be subject to pre-employment criminal background check and/or drug screening as well as random drug screenings in accordance with company policy

DISCLAIMER

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.