Credit and Collections Mgmt 2

About the Team/Role

Reporting directly to the Sr. Manager, Debt Collection & Recovery, this role provides direct supervision for multiple associates and manages operational procedures within Receivables Risk Operations.

The Sr. Team Leader is responsible for managing High Value at Risk (HVAR) accounts and late-stage debt recovery functions across multiple lines of business.

This role addresses escalated and unusual situations, applying expert judgment to resolve complex issues and minimize financial risk. This position has a direct impact on WEX profitability by preventing or minimizing unfavorable customer account write-offs, concessions, and adjustments.

How you'll make an impact

People Management & Leadership

• Supervise assigned staff through scheduling, mentoring, motivating, and coaching to ensure optimal performance in debt recovery.

• Manage the new hire process and identify associate cross-training opportunities to support department succession planning.

• Develop a cohesive team environment; prepare performance reviews and hold regular development meetings.

• Track productivity and quality metrics (KPIs/KRIs) to ensure the team meets operational scale and recovery goals.

• Monitor and manage work queues to ensure work is prioritized effectively and assigned resources achieve optimal outcomes and adhere to departmental standards.

• Lead cross-functional calls and high-level conversations, effectively communicating departmental objectives and recovery statuses to Executive and Senior Leadership levels.

Recovery & Risk Operations

• Oversee the management of HVAR (High Value at Risk) accounts, ensuring high-priority collections are handled with precision.

• Execute late-stage recovery strategies to recover outstanding debts and minimize total financial exposure to the organization.

• Serve as an escalation point for complex collection disputes, utilizing advanced negotiation skills to reach resolutions while maintaining customer relationships.

• Collaborate with the Sr. Manager to implement and drive adherence to service strategies and operational plans.

• Partner with the Workforce Manager and Sr. Manager to ensure efficient deployment of resources across various workload channels.

Process Improvement & Stakeholder Collaboration

• Act as a change agent by identifying and implementing process improvements and advocating for technology enablers to increase productivity.

• Support the Sr. Manager in productive collaboration across internal stakeholders, including WEX Bank, Sales, Finance, and Account Management.

• Participate in User Acceptance Testing (UAT) for new platforms or technical enhancements by analyzing business use cases.

• Identify efficiencies and system enhancements that show economic gain based on corporate objectives.

• Owns day-to-day decision-making for HVAR account resolutions and settlement approvals within designated authority limits

Technology and Innovation

• Proactively identify and embrace opportunities to integrate AI and automation technologies into recovery workflows to reduce manual effort.

These statements are intended to describe the general nature and level of work being performed rather than give an exhaustive list of all duties and responsibilities.

Minimum Required Qualifications for Consideration

• Education: BA/BS in Accounting, Finance, or Business and/or 3+ years equivalent experience in related fields.

• Experience: 2+ years of supervisory experience and Receivables/Collections experience.

• Expertise: Deep understanding of the Fair Debt Collection Practices Act (FDCPA) and relevant regulatory requirements, with a proven ability to translate complex legal standards into actionable B2B collection workflows.

• Communication: Advanced negotiation and dispute resolution skills; ability to influence across organization levels.

• Technical: Familiarity with AI/automation; advanced reconciliation and project management skills.

• Leadership: Demonstrated ability to lead and coach a team in a complex, deadline-driven operational environment.

• Analytical: Proven analytical skills with the ability to interpret data and solve complex operational problems.

• Interpersonal: Effective communication skills to interact professionally with customers and internal stakeholders.

• Software Proficiency: Advanced knowledge of PC based application software with an emphasis on Google Suite

• Organizational: Excellent time management, prioritization skills, goals setting, planning and work scheduling skills and demonstrated project management capabilities and the ability to drive work to completion on schedule.

• Quality Assurance: Advanced attention to detail and experience conducting quality audits.

• Compliance: Must successfully pass a background investigation.

• Expertise: Experience in a collections or debt recovery function, specifically late stage debt.

• Technical: Deep understanding of WEX billing, invoicing, and statement reconciliation processes.