Collections Team Lead / Resolver

HP · Tlaquepaque

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Job Description

Collections Team Lead / Resolver

As a Collections Team Lead/Resolver, you will coordinate the collections team and provide operational support in escalations and other business-related topics, acting as back-up for the Manager, accelerating the collector’s ability to build a strategic relationship with customers. Support the collectors so they can understand our customers’ business models, identify challenges in the payment process, and find solutions on how to accelerate cash flow.

What skills are we looking for?

• Strong leadership skills, and ability to easily onboard and develop people.
• Capable of elevating performance through execution and innovation.
• Be strategic enough to anticipate and define changes.
• Knowledgeable of collections processes.
• Strong communication skills.
• Proficient English communication skills, both written and verbal.
• Passion to work in a team environment.
• Demonstrated high-performance track record.

What will your responsibilities consist of?

• Responsible for overall team metrics and performance.
• Mentor and coach team to effectively resolve aged issues.
• Ensure the team is effectively communicating with internal and external partners.
• Subject matter expert and frontline contact for the manager on team-related issues.
• Conduct regular account reviews with team members to address problematic situations that may lead to undesirable results.
• Lead escalation reviews and meetings with collectors, and internal and external partners.
• Provide feedback on team members for training and review purposes.
• Monitor the technical competence of each team member.
• Lead by example living the HP Way Now and always displaying the Leadership Attributes.
• Act as Operational backup of the manager.
• Make sure that the team uses the appropriate collections systems and processes at the expected level.
• Display leadership skills in direct discussions and provide advice and guidance to the team on operational issues.
• Use alternative communication methods to obtain response/action for the issues brought up by the team: calls, conference calls, face-to-face meetings.
• Keep up-to-date internal partner’s contacts list for the entire team portfolio (BU Ops, AR, BU Finance, Controllership, Supply Chain, etc.) and share it with the team.
• Has regular discussions and builds solid relationships and networking with Internal Partners (Sales, Order management, BU Finance, Controllership, Credit, Legal, Default and Recovery, Tax) or External Partners.
• May develop team motivation and cohesion by proposing and coordinating team activities.
• May contribute to or lead the VIA score improvement actions at the team level.
• Recognize trends in non-payment and coordinate with internal partners to drive resolution of complex disputes and recurring issues.
• Analyzes at-risk customers and recommends account strategies to prevent delinquencies and accelerate cash flow.
• Identify opportunities for process improvement and more effective use of collections tools and systems.

Education and Experience Required

Four-year or Graduate Degree in Business Administration, Economics, Finance, or any other related discipline or commensurate work experience or demonstrated competence.

Typically has 3-5 years of work experience, preferably in collection, credit, banking, or a related field.

Experience with automation tools and process improvement is preferred.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"

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