• Monitoring and reviewing account status reports to identify and resolve delinquent accounts • Providing quality customer service and collections in a high-volume, fast-paced, multi-channel contact center using automated call distribution and workload distribution software while accurately processing and recording customer contacts via the designated tracking software • Reviews aging and other reports to identify delinquent accounts, initiating collection process on overdue accounts by contacting customers via mail and/or telephone in order to obtain payment • Identify potential customer account issues through review of daily, weekly, and monthly generated reports and queries • Research and resolve potential billing errors, disputes, cash application, and other issues through regular customer account audits to ensure billing accuracy and maintain a high level of customer satisfaction • Coordinates with others, including field personnel, to develop, implement, and monitor collection strategy • Assisting in training community associates as pertains to collections procedures and functionality available in multiple proprietary systems • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers’ experience • Additional duties, as assigned

• Own the monitoring and analysis of KOHO's delinquency and loss trends across all lending products — roll rates, cure rates, vintage performance, and charge-off trajectories • Build and maintain dashboards and reporting frameworks that give leadership real-time visibility into portfolio health and collections performance • Identify early warning signals of credit deterioration and propose proactive intervention strategies • Define and track the KPIs that matter: right-party contact rate, promise-to-pay rate, promise-to-pay kept rate, gross collections rate by delinquency stage, cost-per-dollar-collected, and post-charge-off recovery rates • Design and continuously optimize KOHO's contact strategy across the full delinquency lifecycle • Develop customer segmentation models to tailor treatment strategies based on delinquency stage, customer risk profile, payment behaviour history, and responsiveness • Partner with Product and Engineering to build or enhance in-app and digital nudges that encourage repayment before accounts reach critical delinquency stages • Ensure all contact strategies comply with applicable regulations • Design payment arrangement programs — including hardship plans, instalment options, fee suppression, and settlement / partial forgiveness offers • Lead the strategy of KOHO's third-party collections partners (BPOs) • Develop the strategy for post-charge-off debt recovery, including internal recovery, third-party debt placement, and debt sale decisions • Collaborate with Credit Strategy on the policy framework for re-qualifying defaulted customers for new credit products

Title: Director, Billing & Collections (Financial Services/TPA Exp.) Location: United States Job Description: Director, Billing & Collections (Financial Services/TPA Exp.) - Remote, Florida - Full time - Remote - Ascensus Add to favorites View favorites Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. Section 1: Position Summary The Director of Billing & Collections is responsible for the day-to-day leadership, execution, and continuous improvement of billing, invoicing, and collections activities within a retirement plan third-party administrator (TPA) environment. This role is heavily focused on operational excellence across billing and collections while maintaining a strong understanding of the broader TPA revenue ecosystem, including fee repositories, ancillary fees, and revenue recognition practices. The Director partners closely with Finance, Operations, Sales, and Service leaders to ensure accurate, timely, and complete billing and collections, minimize revenue leakage, and support a positive client and associate billing experience. The Director leads managers who oversee teams responsible for processing billing and collections and plays a key role in acquisition integration and audit readiness. Section 2: Job Functions, Essential Duties and Responsibilities Billing & Collections Operations - Provide leadership and oversight for all billing submission, invoicing, collections, and accounts receivable activities, ensuring accuracy, timeliness, and compliance with internal controls. - Oversee ancillary fee tracking, validation, and submission for invoicing, ensuring all billable revenue is captured and collected. - Monitor accounts receivable performance, aging, and DSO targets; partner with Finance on issue resolution and escalation as needed. - Ensure consistent application of billing and collections policies and procedures across products, clients, and acquired businesses. Revenue & TPA Market Understanding - Maintain a strong working knowledge of the retirement TPA market, including revenue models, fee structures, fee repositories, ancillary fees, and common billing practices. - Partner with Finance and Operations to support accurate revenue generation, prevent revenue leakage, and address billing-related risks. - Support repricing, fee changes, and client-specific billing updates by ensuring operational readiness and accurate execution. Leadership & People Management - Lead and develop managers who oversee teams responsible for billing, invoicing, and collections processing. - Drive consistency in team performance, training, quality control, and workload management across locations. - Foster a culture of accountability, collaboration, and continuous improvement aligned with organizational values. Process Improvement & Controls - Identify inefficiencies, control gaps, and risk areas within billing and collections processes; lead initiatives to improve accuracy, scalability, and client experience. - Ensure workflows and procedures are documented, maintained, and supported by appropriate quality control measures. - Partner with Finance and Audit teams to support external audits and compliance requirements. Cross-Functional Partnership & Integration - Serve as a primary operational contact for billing and collections matters with Operations, Service, Sales, and Finance teams. - Support the integration of billing, invoicing, and collections processes for newly acquired businesses. - Participate in cross-functional initiatives focused on improving the client and associate billing experience. - Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients. - At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day. Supervision - Directly manages managers responsible for billing and collections teams. - Indirect leadership responsibility for associates processing billing, invoicing, and collections activities. - Responsible for talent development, performance management, and best-practice sharing across teams. Section 3: Experience, Skills, Knowledge Requirements - 8-12 years of progressive experience in billing, collections, accounts receivable, or revenue operations, preferably within a retirement plan TPA or financial services environment. - Strong understanding of TPA billing models, fee repositories, ancillary fees, and revenue workflows. - Demonstrated experience leading managers and scaling operational teams. - Proven ability to drive process improvement, strengthen controls, and mitigate operational risk. - Experience supporting acquisition integration and audit activities is strongly preferred. - Bachelor's degree required. Core Competencies - Strong operational and analytical skills with attention to detail. - Effective communicator with the ability to partner across functions and influence outcomes. - Proven track record of success in driving change and leading process improvement efforts. - High degree of aptitude for problem solving. - Independent self-starter and highly motivated. - High integrity, sound judgment, and strong ethics. - Ability to manage multiple priorities in a fast-paced environment. - Proficiency in Microsoft Excel and PowerPoint; familiarity with billing and accounting systems preferred. For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying. We are proud to be an Equal Opportunity Employer Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.

Title: Director, Billing & Collections (Financial Services/TPA Exp.) Location: Phoenix United States Job Description: Full time Remote Ascensus Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. Section 1: Position Summary The Director of Billing & Collections is responsible for the day-to-day leadership, execution, and continuous improvement of billing, invoicing, and collections activities within a retirement plan third-party administrator (TPA) environment. This role is heavily focused on operational excellence across billing and collections while maintaining a strong understanding of the broader TPA revenue ecosystem, including fee repositories, ancillary fees, and revenue recognition practices. The Director partners closely with Finance, Operations, Sales, and Service leaders to ensure accurate, timely, and complete billing and collections, minimize revenue leakage, and support a positive client and associate billing experience. The Director leads managers who oversee teams responsible for processing billing and collections and plays a key role in acquisition integration and audit readiness. Section 2: Job Functions, Essential Duties and Responsibilities Billing & Collections Operations - Provide leadership and oversight for all billing submission, invoicing, collections, and accounts receivable activities, ensuring accuracy, timeliness, and compliance with internal controls. - Oversee ancillary fee tracking, validation, and submission for invoicing, ensuring all billable revenue is captured and collected. - Monitor accounts receivable performance, aging, and DSO targets; partner with Finance on issue resolution and escalation as needed. - Ensure consistent application of billing and collections policies and procedures across products, clients, and acquired businesses. Revenue & TPA Market Understanding - Maintain a strong working knowledge of the retirement TPA market, including revenue models, fee structures, fee repositories, ancillary fees, and common billing practices. - Partner with Finance and Operations to support accurate revenue generation, prevent revenue leakage, and address billing-related risks. - Support repricing, fee changes, and client-specific billing updates by ensuring operational readiness and accurate execution. Leadership & People Management - Lead and develop managers who oversee teams responsible for billing, invoicing, and collections processing. - Drive consistency in team performance, training, quality control, and workload management across locations. - Foster a culture of accountability, collaboration, and continuous improvement aligned with organizational values. Process Improvement & Controls - Identify inefficiencies, control gaps, and risk areas within billing and collections processes; lead initiatives to improve accuracy, scalability, and client experience. - Ensure workflows and procedures are documented, maintained, and supported by appropriate quality control measures. - Partner with Finance and Audit teams to support external audits and compliance requirements. Cross-Functional Partnership & Integration - Serve as a primary operational contact for billing and collections matters with Operations, Service, Sales, and Finance teams. - Support the integration of billing, invoicing, and collections processes for newly acquired businesses. - Participate in cross-functional initiatives focused on improving the client and associate billing experience. - Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients. - At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always®. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day. Supervision - Directly manages managers responsible for billing and collections teams. - Indirect leadership responsibility for associates processing billing, invoicing, and collections activities. - Responsible for talent development, performance management, and best-practice sharing across teams. Section 3: Experience, Skills, Knowledge Requirements - 8–12 years of progressive experience in billing, collections, accounts receivable, or revenue operations, preferably within a retirement plan TPA or financial services environment. - Strong understanding of TPA billing models, fee repositories, ancillary fees, and revenue workflows. - Demonstrated experience leading managers and scaling operational teams. - Proven ability to drive process improvement, strengthen controls, and mitigate operational risk. - Experience supporting acquisition integration and audit activities is strongly preferred. - Bachelor’s degree required. Core Competencies - Strong operational and analytical skills with attention to detail. - Effective communicator with the ability to partner across functions and influence outcomes. - Proven track record of success in driving change and leading process improvement efforts. - High degree of aptitude for problem solving. - Independent self-starter and highly motivated. - High integrity, sound judgment, and strong ethics. - Ability to manage multiple priorities in a fast-paced environment. - Proficiency in Microsoft Excel and PowerPoint; familiarity with billing and accounting systems preferred. For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 Mbps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying. We are proud to be an Equal Opportunity Employer Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website. For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying. Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws (“Protected Status”).