PURPOSE
The Team Lead serves as the third level escalation point for all customer billing and invoice issues.
Serves as the liaison between the customer, our sales team and all other internal departments.
Focuses on maintaining good rapport with customers and provides additional support to the team of Collectors.
Actively monitors and resolves large past due balances, maintains accurate records and communication with the customers.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Performs collection duties associated with outstanding balances and delinquent accounts.
- Keeps detailed notes on customer accounts to ensure continued follow up for account resolution
- Meets KPI Standards as per the company procedures
- Handles all special invoicing and escalated accounts with high dollar balances and works with Sales and Operational Management to resolve
- Responsible for handling customer questions and complaints regarding invoicing.
- Keeps up to date on Operational department changes and/or systems
- Assists customers with internal system navigation: i.e Speedship, Payment Portal
- Provides explanation of account charges and credits to customers, sales and management.
- Actively works to convert customer payment methods to electronic/autopay
- Processes point of sale payments, handles confidential customer banking and credit card information and maintains PCI compliance.
- Communicates payment issues or past due balances with the sales team.
- Remedies returned, declined and fraudulent payments that occur
- Researches customer accounts misapplied/unpaid payments.




- Arranges payment plans for customers that would otherwise be sent to an outside collection's agency and performs review of accounts over 8 weeks delinquent.
- Provides approval of credits and write-offs and necessary.
- Helps facilitate the data gathering and research needed to assist legal with bankruptcies and settlements.
- Helps file the proof of claims and file preparation for management.
- Works closely with team members to create ways to bring in additional revenue
- Monitors suspended accounts for payment for the purpose of reactivation.
- Handles moderately complex issues and problems and refer more complex issues to management decision makers.
- Responsible for mentoring and training Collection Specialists as needed on standard operating procedures.
- Participates in departmental meetings to improve processes/procedures
- Runs credit checks through DNBi new TL deals as well as existing customer base
- Takes appropriate action with delinquent accounts and initiates calls to customers to collect payments and settle accounts.
- Understands the field's concepts, practices, and procedures.
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Customer service
- Strong Verbal and written communication
- Critical thinking
- Problem solving
- Organized
- Persuasive
- Negotiations
- Resourceful
- Time management
- Analytical
- Leadership
- Knowledge of red flags.
- Knowledge of industry.
- Knowledge of collections.
- ACH autopay experience
**QUALIFICATIONS**:
- Bachelor's degree in finance, accounting or equivalent preferred.
- Minimum of 2 years prior billing, customer service and or collections experience.

📌 Revenue Specialist Team Lead - Mex (Monterrey)
🏢 Wwex Group
📍 Monterrey