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Pie Insurance is seeking a Team Lead, Collections to own the end-to-end collections function for a fast-growing commercial insurance technology company. You will be accountable for Pie's bad debt recovery rate and will lead a team of individual contributors alongside BPO and offshore partners to drive collection, litigation, and settlement outcomes against internal targets.
Key responsibilities include:
**Recovery & Strategy**: Own Pie's bad debt recovery rate and drive collection success against internal targets. Set and enforce service-level agreements across the full collection lifecycle—from receivable handoff through final closeout. Establish vendor preference lists and prioritize collection effort on a risk basis, focusing on large and jumbo balances. Ensure all collection activities comply with FDCPA, Regulation F, TCPA, and applicable state debt-collection laws.
**Vendor & Litigation Management**: Partner with Legal to drive litigation and settlement strategy. Manage vendor scorecards covering recovery rates and timeliness, design quality improvements, and serve as the primary escalation point. Research and vet new vendor partners, manage vendor billing, and maintain vendor guidelines.
**Team Leadership**: Lead, develop, and manage the collections team including BPO and offshore resources. Set clear performance benchmarks, coach to them, and actively manage underperformance. Develop and maintain SOPs and training programs.
**Cross-Functional Collaboration**: Partner with Accounting on allowance processes and month-end close. Work with Product and Engineering to build systems and automations that streamline collections. Coordinate dispute resolution and identify upstream process improvements that reduce bad debt exposure before receivables reach collections.
**Systems & Reporting**: Ensure trackability and visibility of policy and collection-handling data. Monitor collection progress, make escalation approvals based on debt-amount thresholds, and drive continuous improvement for bad debt allowance processes.
