HEAD OF COLLECTIONS

Allianz Insurance•Baltimore, MD

2d•$145,000 - $160,000•Hybrid

About The Position

The Head of Collections is an experienced collections professional who leads a team responsible for commercial (B2B) collections across a mix of small‑balance, pre‑legal, legal, insolvency, import and export and escalated matters. This role sets the standard for sound collector judgment, disciplined case management, and consistent performance, while developing collectors and driving strong recovery outcomes. Lead and oversee commercial (B2B) collections across domestic and international portfolios, ensuring appropriate strategies are applied based on case complexity, exposure, and risk. Ensure consistent execution across all service types, including small‑balance, pre‑legal, legal service, and insolvency matters. Establish clear expectations for collectability assessment, follow‑up discipline, documentation quality, escalation, and closure decisions. Coach collectors and managers through case reviews, reinforcing sound judgment and consistent decision‑making. Own team performance, including recoveries, portfolio aging, and quality of resolution. Ensure collectors manage cases proactively and efficiently, balancing recovery outcomes with customer experience. Step in directly on complex, sensitive, or high‑risk cases when needed. Ensure collections activities align with governance standards, internal controls, and applicable legal or regulatory requirements. Promote strong risk and fraud awareness, ensuring potential issues are identified and escalated appropriately. Maintain and apply a strong understanding of policy language and contractual obligations in collections, disputes, and recoverability. Ensure collectors incorporate policy awareness into case strategy and decision‑making. Serve as a senior escalation point for customers, brokers, and internal stakeholders on complex or sensitive matters. Partner closely with Claims and other teams to support aligned, well‑informed case outcomes.

Requirements

Expert of local collection processes and good knowledge of international collection practices
Good knowledge of Claims assessment and practices
Bachelor of Commerce or Administration
4-7 years’ experience in Collections
Interpersonal skills: Ability to motivate people
Interpersonal skills: Ability to allocate workload and define priorities
Interpersonal skills: Ability to balance commercial and operational considerations and take action to allocate resources to favor the profitability of the business and maintain quality of service
Market knowledge: Knowledge of Claims and Collections processes and systems
Market knowledge: Knowledge of Quality Standards , C&C operational guidelines
Market knowledge: Ability to identify mandatory documents per type of claims / collection
Basic awareness of Artificial Intelligence technologies and enthusiasm about learning and integrating AI into everyday business processes.
(Generative) Artificial Intelligence or GenAI or AI
Data Analysis
(Microsoft) Copilot
ChatGPT

Responsibilities

Lead and oversee commercial (B2B) collections across domestic and international portfolios, ensuring appropriate strategies are applied based on case complexity, exposure, and risk.
Ensure consistent execution across all service types, including small‑balance, pre‑legal, legal service, and insolvency matters.
Establish clear expectations for collectability assessment, follow‑up discipline, documentation quality, escalation, and closure decisions.
Coach collectors and managers through case reviews, reinforcing sound judgment and consistent decision‑making.
Own team performance, including recoveries, portfolio aging, and quality of resolution.
Ensure collectors manage cases proactively and efficiently, balancing recovery outcomes with customer experience.
Step in directly on complex, sensitive, or high‑risk cases when needed.
Ensure collections activities align with governance standards, internal controls, and applicable legal or regulatory requirements.
Promote strong risk and fraud awareness, ensuring potential issues are identified and escalated appropriately.
Maintain and apply a strong understanding of policy language and contractual obligations in collections, disputes, and recoverability.
Ensure collectors incorporate policy awareness into case strategy and decision‑making.
Serve as a senior escalation point for customers, brokers, and internal stakeholders on complex or sensitive matters.
Partner closely with Claims and other teams to support aligned, well‑informed case outcomes.