Collections Team Lead

GPRS • Maumee, OH

7d • Onsite

About The Position

The Collections Team Lead is a hands-on leadership role responsible for driving collection efforts, reducing Days Sales Outstanding (DSO), and improving cash flow. The Team Lead oversees daily collection activities while coaching and supporting team members, monitoring performance, and helping resolve complex or escalated account issues. As a player-coach, the role remains actively involved in collections work while guiding the team’s daily priorities and development.

The position supports team performance and consistent execution of collection processes by managing workflow, monitoring collection KPIs, addressing performance or process gaps, and partnering with internal stakeholders. It also maintains collection documentation, identifies process improvements, and communicates trends, risks, and resource needs to management.

Requirements

• Associate degree in Accounting, Finance, Business Administration, or a related field; or at least 2 years of experience in Accounts Receivable, Billing, Collections, or a related finance function.
• Prior team leadership experience, or demonstrated success in a leadership capacity within a current or previous role at GPRS.
• Ability to coach, motivate, and hold team members accountable for performance and results.
• Proven experience managing customer accounts, collection activities, account reconciliation, and dispute resolution.
• Ability to work effectively in a collaborative, team-oriented environment and partner with cross-functional departments.
• Excellent verbal and written communication skills for professional interactions with customers, team members, leadership, and internal stakeholders.
• Strong analytical, problem-solving, and critical-thinking skills.
• High attention to detail and commitment to accuracy and process and SOP documentation.
• Self-motivation and ability to prioritize tasks, manage competing deadlines, and work independently in a fast-paced environment.
• Professionalism, sound judgment, and a customer-service mindset when handling challenging collection and payment discussions.
• Strong technical aptitude and proficiency with Microsoft Office, ERP platforms such as NetSuite, collections management software such as Growfin, and other financial or customer relationship management systems.

Responsibilities

• Provide day-to-day leadership, direction, coaching, and support to Collections team members.
• Set and communicate daily priorities and expectations aligned with team and business objectives.
• Provide performance feedback, recognize strong performance, and address performance or accountability concerns in partnership with management.
• Support onboarding, training, and continued development of team members.
• Foster a positive, collaborative, and accountable team environment aligned with GPRS’s purpose and Core Values.
• Oversee daily workflow, monitor volume, and adjust assignments as needed.
• Participate in collection work as needed to support volume, resolve issues, and help achieve collection goals.
• Approve timesheets and monitor schedules and time-off requests.
• Monitor team productivity, collection activity, and KPIs, identifying areas requiring support or improvement.
• Support collection activities for delinquent or complex accounts and assist with challenging customer situations.
• Support DSO, cash flow, and other established Collections performance goals.
• Resolve or escalate higher-level collection questions, disputes, and account issues as appropriate.
• Partner with internal stakeholders to address billing, payment, account, and process issues affecting collections.
• Maintain process documentation and reinforce compliance with company policies, procedures, and Collections standards.
• Maintain and update collection processes, standard operating procedures, and related documentation as business needs change.
• Identify opportunities to improve workflows, team efficiency, customer experience, and collection effectiveness.
• Use collection data, reporting, and team insights to identify trends and recommend process improvements to management.
• Collaborate with Accounts Receivable, Billing, Sales, Operations, and other internal partners to resolve account issues and improve collection outcomes.
• Support departmental initiatives and other responsibilities needed to achieve Collections and broader business objectives.
• Communicate emerging trends, recurring issues, risks, or resource needs to management.

Benefits

• Full medical insurance with day-one coverage
• Full dental insurance with day-one coverage
• Full vision insurance with day-one coverage
• 401(k) with company matching beginning on day one
• Life insurance at no cost to employees
• Short-term disability insurance at no cost to employees
• Long-term disability insurance at no cost to employees
• Paid holidays
• Paid time off
• Leadership development training programs
• Additional benefits supporting team-member development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree