We are seeking an experienced and results-driven Team Leader to spearhead our OTC collections function. This leadership role goes beyond transactional processing you will own team performance, drive process excellence, and serve as the key escalation point for complex payment reconciliation challenges. You will lead a team of cash application specialists, ensuring accuracy, SLA adherence, and continuous improvement across all AR touchpoints.
Key Responsibilities:
- Lead, mentor, and manage a team of cash application analysts. Set daily/weekly targets, conduct performance reviews, and foster a culture of ownership and accuracy. Serve as the primary escalation point for complex or aged items.
- Contact customers via calls, emails, and portals to collect overdue payments
- Maintain accurate records of collection activities and customer interactions
- Monitor AR aging reports and prioritize delinquent accounts
- Negotiate payment plans and resolve disputes professionally
- Ensure timely posting of payments and reconciliation of accounts
- Follow up on invoices, discrepancies, and payment delays
- Work closely with internal teams (sales, finance, customer service)
- Escalate high-risk or non-responsive accounts when required
- Meet monthly collection targets and reduce bad debt
Required Skills:
- Time management and multitasking ability
- Experience working with ERP systems (SAP).
- Good knowledge of MS Excel (VLOOKUP, Pivot Tables, Reconciliations).
- Strong analytical, problem-solving, and communication skills.
- Demonstrated ability to lead and motivate a team in a fast-paced, deadline-driven setting.
- Working knowledge of SOX controls and internal audit requirements.
- Ability to handle difficult customers professionally
- Analytical mindset for resolving payment discrepancies