• Define departmental objectives and key performance indicators (KPIs), and drive team performance to consistently meet or exceed established targets • Advise on and maintain collections strategy and execution in alignment with company goals and applicable program requirements • Establish, oversee, and continuously improve collections guidelines, systems, procedures, and policies • Ensure timely and effective collection of delinquent accounts in support of overall portfolio performance • Maintain close oversight of all accounts in collections, ensuring issues are identified and addressed promptly • Oversee daily collections activity to identify trends, potential risks, inefficiencies, and opportunities for improvement • Coordinate and prioritize staff activities to ensure a smooth, efficient operation and minimize overlooked or stalled accounts • Develop and implement strategies to increase successful resolutions of delinquent accounts • Recruit, hire, train, and develop collections staff to ensure appropriate coverage, performance, and scalability of the department • Align departmental goals with broader company objectives and lead the team to consistently achieve those goals • Build, analyze, and present collections reporting and performance metrics to department leadership and executive management as needed

• Manage process for collecting customer payments per invoice terms • Handle inbound and outbound e-mail and call communications • Establish relationship with customers to ensure timely payment of invoices • Understand and be able to explain contract pricing and billing practices • Process and review account adjustments • Reduce delinquency rate for customers • Enlist the efforts of customer success team and senior management when necessary to accelerate the collection process • Provide exceptional customer service by addressing client concerns and resolving disputes • Utilize tools to organize and report on collection activity

• Reviewing open accounts for needed collection efforts. • Making outbound collection calls in a professional manner while keeping and improving customer relations. • Resolving client-billing problems and accounts receivable delinquency, applying good customer service • Collect customer payments in accordance with payment due dates. • Identify issues attributing to account delinquency and discuss them with management. • Review and monitor assigned accounts and all applicable billing and collection reports. • Provide timely follow-up on payment arrangements. • Email correspondence to customers to encourage payment of delinquent accounts. • Maintain and reconcile invoicing, contracts and accounts receivable data. • Timely processing and distribution of customer invoices. • Support finance staff with special projects and or administrative tasks where necessary.

• Contact consumers with past due balances and help them find a resolution. • Negotiate an acceptable payment arrangement for both parties while maintaining professionalism and empathy. • Perform at a minimum quality and collected fees level after 6 months of employment. • Transitioning to a performance-based bonuses model after initial training.