Account Manager/Collections Team Lead

Pure Water Partners, a privately held specialty finance company in the bottle free water marketplace, is actively seeking an experienced enthusiastic and motivated Account Manager (Collections) Team Lead.

This is an on-site, full-time role in our Sandpoint office (with the possibility of exploring a hybrid work arrangement for candidates more than 30 minutes from Sandpoint). If you are looking for a company that you can grow with and learn from, then we want to hear from you!

Key Responsibilities:

Leadership & Team Support

• Serve as the primary escalation point for complex customer issues or calls requiring advanced handling.
• Provide daily operational support to Account Managers; ensure adherence to policy, compliance, and quality standards.
• Assist with onboarding and training new team members, as well as ongoing development of existing staff.
• Promote a team environment focused on collaboration, professionalism, and results.
• Help schedule and lead team huddles as needed.

Strategic Collections Oversight

• Oversee and guide collection efforts on Large Target Accounts (LTA), ensuring consistent communication, follow-ups, and resolution of aging balances.
• Partner with the Collections Manager in developing and implementing collection strategies to reduce delinquency and improve recoveries.
• Assist manager in monitoring account portfolios to identify trends, problem accounts, and opportunities for process improvement.

Performance Monitoring & Reporting

• Assist in tracking and reporting on key performance indicators (KPIs) for the team including call activity, delinquency, promise-to-pay, and recovery rates.
• Review individual and team performance dashboards, and provide feedback or coaching in collaboration with the Collections Manager.
• Identify underperforming accounts or reps and recommend targeted action plans.

Incentives & Culture

• Collaborate with the Collections Manager to create and maintain weekly and monthly performance incentive programs.
• Gather team input to ensure incentives are motivating and aligned with business goals.
• Promote a positive team culture and drive morale through recognition, engagement initiatives, and a sense of ownership.

Process & Policy Support

• Assist in documenting and refining department processes and workflows.
• Make recommendations for improvements to collection practices based on observed trends and data.
• Ensure that all communications with customers and dealers meet professional standards and regulatory compliance.

Qualifications:

• Strong understanding of collections practices, regulations, and customer retention strategies.
• Proven ability to handle escalated calls and sensitive customer scenarios with professionalism and diplomacy.
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• Experience with Water Desk or Aspire and BillTrust.
• Proficiency in Microsoft Excel, Outlook, and general reporting tools.

Key Competencies:

• Leadership and coaching skills
• Critical thinking and problem-solving
• Conflict resolution and de-escalation
• Results-driven and accountability-focused
• Team collaboration and emotional intelligence
• Adaptability and continuous improvement mindset

Work Hours and Location:

• In office, Monday-Friday, 8:00am-5:00pm

Compensation and Benefits:

• Starting rate of $23.00 - $25.00/hour based on experience
• Additional performance incentive based on portfolio of accounts
• Medical, Dental, Vision benefits *Programs offered that cost as little as $10 out of pocket per month for an individual*
• 401(k) with a company match