Role Description The Collections Team Lead supports the daily operations of the Collections team by providing collection support, handling escalated or complex customer situations, and guiding team performance. In addition to performing core collection activities on escalated loans, this role provides hands-on leadership through mentoring, training, quality, and workflow coordination. Serving as a subject matter expert, the Collections Team Lead assists the supervisor with performance metrics, operational reporting, process improvements, and ensuring compliance with investor, regulatory, and company standards. The Team Lead functions as a key resource for team members and contributes to a high performing, customer focused collections environment. What You'll Do - Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals. - Perform inbound and outbound collection calls across all stages of delinquency, modeling best practices in negotiation, customer service, and compliance. - Handle escalated or complex customer situations, including delinquency resolutions, disputes, bankruptcy-related inquiries, and sensitive account issues. - Gather, analyze, and report collections data, preparing regular updates for the Collections Supervisor and management team. - Assist in monitoring team performance metrics, identifying trends or gaps, and recommending strategies for improvement. - Provide training, coaching, mentoring, and side‑by‑side support to new and existing specialists, including refreshers on procedures, systems, and compliance requirements. - Review and maintain detailed account documentation, ensuring accuracy, completeness, and adherence to investor and regulatory requirements. - Support the supervisor during absences, assisting with workflow coordination, questions, and issue resolution. - Perform special projects, audits, or analyses as required. Qualifications - High School diploma or equivalent. - Typically requires 5+ years of mortgage servicing and collections experience. - Demonstrated experience in coaching, mentoring, or leading others in a collaborative environment. Requirements - Strong understanding of collections procedures, best practices, and regulatory requirements, including state and federal Fair Debt Collection laws. - Working knowledge of the U.S. Bankruptcy Code and related bankruptcy procedures and regulations. - Proven ability to negotiate payment arrangements, manage conflict, and navigate complex or sensitive customer interactions with professionalism. - Demonstrated leadership, coaching, and mentoring skills with the ability to guide others toward improved performance. - Strong verbal and written communication skills with effective active listening and problem‑solving abilities. - Ability to analyze and interpret moderate to complex account issues and make sound, informed decisions. - Excellent time management and organizational skills, with the ability to handle multiple priorities in a fast‑paced environment. - Strong attention to detail and ability to maintain accurate, compliant documentation. - Ability to work collaboratively and communicate effectively with individuals at all levels of the organization. - Ability to assist in driving team workload, supporting training efforts, and contributing to continuous improvement initiatives. Benefits - Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave. - Employee stock purchase plan.

Role Description We are looking for a Head of Member Collections (UK/Europe) reporting to the SVP, Member Operations (UK/Europe). Tide has a number of different lending portfolios that it offers to its small-business (SME) Members, including a BBLS book. Tide primarily intermediates credit through its wholly-owned Funding Options Business. Tide Capital, our proprietary credit business, focuses on transactional credit allowing Members to finance payment transactions. Collections also supports the management of negative balances that can arise from our regular Tide Expense Card transactions, e.g. via chargebacks. We are looking for an experienced operational leader to own and deliver Tide’s collections strategy to optimise the value of these portfolios. What You'll Do - Lead a small but growing team of collections manager & specialists spread between our Operations in the UK, Bulgaria and India. - Be willing and able to work iteratively between strategy and hands-on operational performance management required at a scale-up like Tide. - Be part of the leadership team of Member Operations and work closely with other Member-facing teams, including Member Support, KYX, Ongoing Monitoring and Complaints. - Shape the strategic direction for Collections at Tide, liaising closely with other relevant stakeholders in Risk & Compliance (2LOD), Tide Credit Services (Tide Capital), Finance and Legal. - Optimise recovery rates through process optimisation and forbearing solutions whilst also ensuring we treat Members fairly, recognise vulnerability and operate in accordance with Tide’s policies and industry best practice. - Own Tide’s relationship with debt collection agencies, overseeing their performance, assessing current contracts and reviewing future opportunities and alternatives. - Work closely with the product and data teams and third-party suppliers to improve our collections tools and processes, to optimise both Member experience and operational efficiency. Where possible, unnecessary manual processes should be automated. - Work closely with the data team to improve management reporting and ensure robust data is used to provide insight and support decisions. - Work closely with Talent and People partners and subject-matter trainers to ensure we continue to recruit, upskill and retain the very best employees at Tide. Qualifications - You have hands-on experience working as a collections leader, particularly related to small business or consumer lending in the UK, and have extensive subject matter expertise. Ideally this includes government-backed and unsecured loan portfolios. - You are passionate about credit collections and can articulate your philosophy of how to optimise recovery rates, while also providing a great Member experience. - You thrive in a fast-paced and innovative environment and ideally have experience working in a Fintech. You are comfortable with a ‘test & learn’ approach to improving collection and recovery rates. - You have proven leadership and management experience and a track record of communicating clear strategic objectives and plans, and delivering on those plans. Ideally you will also have experience of working with outsourced collections teams. - You have experience of working with product and data teams, and are able to clearly articulate your requirements and vision. - You have an in-depth knowledge of all risk factors in collections and recovery processes and ways to mitigate them. - You are data driven and comfortable with OKRs, KPIs, KRIs, SLAs, forecasting, budgeting and planning. - You are a positive individual, with a flexible and creative mind and aim to bring out the best in people around you. - You naturally align with our values (#MemberFirst, #OneTeam, #DataDriven). Benefits - Make work, work for you! We are embracing new ways of working and support flexible working arrangements. - With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. - You can work from a different country for 90 days of the year. - Competitive salary. - Self & Family Health Insurance. - Term & Life Insurance. - OPD Benefits. - Mental wellbeing through Plumm. - Learning & Development Budget. - WFH Setup allowance. - 15 days of Privilege leaves. - 12 days of Casual leaves. - 12 days of Sick leaves. - 3 paid days off for volunteering or L&D activities. - Stock Options.

Role Description We are seeking a Collections Agent to join our Patient Services team. The primary function of this role is to handle inbound and outbound calls to resolve outstanding balances for rendered services. The Collections Agent must effectively respond to patient inquiries, provide status of accounts, provide account updates, and offer payment solutions, with the goal to cure delinquent balances, while providing excellent customer service. Schedule (days/hours): 2 options: Mon–Fri 8a–4:30p or Mon–Thurs 9a–5:30p, Fri 8:30a–5p; both include rotating Sat 7a–12p (PST) Responsibilities - Handle high-volume inbound and outbound calls to resolve patient account balances - Provide clear, accurate account information, including charges, payments, and insurance details - Negotiate payment arrangements and guide patients toward appropriate solutions - Address questions, disputes, and concerns with professionalism and empathy - Collaborate with internal teams and field offices to support resolution efforts - Meet daily productivity and collection performance goals Qualifications - 2+ years of experience in collections, sales, or negotiation - Strong customer service skills with the ability to de-escalate and build rapport - Experience in a high-volume call center environment (inbound and/or outbound) - Clear communication skills and attention to detail - Bilingual (English/Spanish) Preferred Qualifications - Experience in dental, medical, or healthcare billing - Familiarity with insurance benefits and account reconciliation Compensation $16.50 + commission Benefits - Paid time off (“PTO”) - Health, dental, and vision insurance - Health savings account - Telemedicine - Flexible spending accounts - Life insurance - Disability insurance - Employee discount programs - Pet insurance - 401k plan

Role Description The Collections Specialist assists in the collection and reporting of past due receivable balances to ensure timely payments. This role involves coordinating with the Senior Collector, Collection Supervisor/Manager, and other department Managers as needed. Qualifications - 3-5 years of high-volume corporate collections experience. - Knowledge of billing and collections procedures. - Accounts receivable knowledge/experience is a plus. - Strong attention to detail and goal-oriented. - Experience with JDE is a plus. - Commitment to excellent customer service. - Excellent written and verbal communication abilities. - Ability to prioritize and manage multiple responsibilities. - Detailed accounting and analysis experience. Requirements - Monitor, collect, and maintain the North America accounts receivable portfolio. - Provide timely, professional responses to the Field (Sales) and Sales Management to resolve collection issues and disputes. - Coordinate the preparation of reports and participate in weekly and/or monthly LOB calls with Field and Sales management personnel. - Review and analyze accounts receivable aging. - Contact clients via phone, email, and formal collection/demand letters to follow up on the status of unpaid invoices. - Negotiate, document collection status, and arrange payment schedules using the JDE system/Excel spreadsheet. - Maintain frequent telephone contact with clients regarding questions concerning the status of their receivables. - Prepare write-off recommendations, statements, and correspondence for sales and clients regarding the accounts receivable balances, often including charts and tables created through JDE. - Process customer refund requests after determining their validity. - Handle special projects as determined by Management. - Perform other duties as assigned. Benefits - This position is fully remote, allowing you to work from the comfort of your home. - We foster a collaborative and inclusive work environment where every team member's contributions are valued. - Our company culture emphasizes professional growth, continuous learning, and work-life balance. - We encourage open communication and provide opportunities for team members to connect and collaborate virtually. - We are committed to diversity and inclusion, ensuring that all employees feel respected and supported.