Account Manager

Description 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 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. 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 Job Type: Full-time Benefits 401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance On-the-job training Opportunities for advancement Paid time off Paid training Vision insurance Education High school or equivalent (Required) Experience Accounts receivable: 3 years (Required) Microsoft Excel: 3 years (Required) Team management: 3 years (Required) #J-18808-Ljbffr