Senior Collections Manager

The Position
Job Summary
- Own the full collections cycle outreach escalation and resolution across all account types (residential business and reseller/channel partner).
- Manage a live queue of past-due accounts prioritized by balance and how overdue they are not by convenience.
- Structure and track payment plans within approved terms and discount limits.
- Set specific measurable goals for each collections agent (dollars collected outreach volume on-time completion of outreach reduction in overdue accounts) and hold the team accountable to them.
- Coach their team of agents against those goals address underperformance directly and
review the quality of their outreach.
- Build and maintain regular reporting on collections aging (how overdue accounts are)write-offs and payment plan status.
- Partner with the Finance team (based in the U.S.) on write-off and exception approvals above standard authority.
- Coordinate with the Customer Success team (account management) on key/enterprise account outreach and final decisions and with the Customer Care team (customer support) on resolving service issues that are blocking collections so the process keeps moving rather than stalling.
- Respond to billing disputes make sure supporting evidence is submitted before deadlines and track outcomes.
- Bring structure and consistency to the process end to end: replace ad hoc handling with a system the whole team can run and automate repetitive steps wherever it makes sense.

Are You a Good Fit
Youre comfortable owning a target and being measured against it. You communicate directly and professionally including in conversations that are naturally a little uncomfortable like asking customers for money they owe without damaging the relationship. When somethings inconsistent your instinct is to build a process for it rather than work around it. When something is unclear or not working a process a system a metric you raise it directly and come with a recommended solution not just the problem. Youre detail-oriented and data-driven just as comfortable coaching an underperforming teammate as pulling your own reports. Youre willing to set clear performance goals for a team and hold them accountable even when that means a difficult conversation. You take ownership rather than waiting to be told whats next.

RequiredQualifications:

• Bachelors degree in Business Finance Accounting or a related field (or equivalent practical experience).
• 4 years leading a team with that experience in collections accounts receivable orrelated revenue-recovery function.
• Experience managing a portfolio/queue of past-due accounts and negotiating payment plans.
• Comfortable working within CRM/ticketing systems and building recurring reports.
• Advanced proficiency in Excel and Google Sheets (e.g. pivot tables lookups building reports from raw data).
• This role requires someone who can own reporting independently.
• Strong written and spoken English with the ability to have direct professional conversations with U.S. customers about money owed.
• Proven experience managing a team including setting individual performance targets and holding people accountable to measurable goals.
• Willing and able to work night shift aligned to U.S. business hours.

Preferred:

• Experience with HubSpot specifically.
• Experience in B2B or partner-channel collections.
• Familiarity with billing/payment platforms (e.g. Chargebee Stripe).
• Prior experience working with a U.S.-based team or client

Work Arrangement

• Work from home set up
• USBusiness hours
• Earn up to 160000 depending on the experience

All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity sexual orientation national origin ethnicity age disability marital status or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer believes in each persons potential and well help you achieve yours.

All information will be kept confidential according to EEO guidelines.

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