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Role Description

We are currently recruiting for a passionate remote Account Support Team Lead to join our team. The remote-based Account Support Team Lead is responsible for assisting the Account Support Supervisor and maintaining client satisfaction by:

• Assisting client needs
• Providing support and direction to team members and leadership
• Partnering through internal and external process partners to resolve transactions, escalations, and ongoing business process improvements

You are a forward-thinking individual with a positive and professional client-first attitude and drive for success, who is up for the challenge of new experiences daily. You are passionate about:

• Resolving client concerns
• Assisting and training team members
• Collaborating with internal partners and shareholders to provide top-notch results as a team

You strive for innovation and are driven to assist in leading a team to provide exceptional client experience while managing portfolio delinquencies.

Responsibilities include but are not limited to:

• Supporting the team in achieving delinquency, productivity, and invoice accuracy targets for assigned accounts
• Working closely with leadership and internal partners and shareholders to provide business/portfolio health and history
• Partnering with leadership, internal partners, and shareholders on innovations for best practice in process improvements
• Utilizing leadership and coaching skills that promote teamwork and superior client service
• Assigning tasks and working with team members to ensure completion of projects, daily expectations, and continued support
• Assisting in managing team case and email SLA, DSO, SOX compliance, and escalations
• Providing support to team members through knowledge sharing and a hands-on approach to issue resolution

Qualifications

• 3+ years client service experience
• Collections, account management, and/or billing reconciliation experience preferred
• Comprehensive understanding of Pitney Bowes processes and procedures, including applicable billing systems (Oracle, TSYS, SAP, Tandem, Genesys, etc)
• Proven time management, organizational, and interpersonal skills with the flexibility to quickly adapt to change
• Advanced knowledge of Microsoft Office and billing applications with proven ability to analyze workflows and produce appropriate documents and reports
• Excellent and highly effective professional written and oral communication skills
• Able to work independently and can prioritize and schedule daily activities while functioning in a team environment
• Attention to detail; excellent problem solving and analytical skills
• This position handles sensitive financial data for our clients; therefore, a credit review is included in the background screening process
• Cannot be on CAP or any other form of disciplinary action
• Ability to work within core US business hours

Compensation

• The wage for this position is $21.50/hour (may vary depending on location and skillset)

Location

• Remote, continental U.S. Central Time Zone strongly preferred
• Must be legally authorized to work in the United States

Our Team

At Pitney Bowes, our passionate and ambitious team delivers innovations that help clients navigate the complex and always evolving world of commerce: from helping them use data to market to the best customers, to enabling the sending of parcels and packages efficiently, to securing payments through statements and invoices. In everything we do, we deliver accuracy and precision to drive meaningful impact.

• Provide the opportunity to grow and develop your career
• Offer an inclusive environment that encourages diverse perspectives and ideas
• Deliver challenging and unique opportunities to contribute to the success of a transforming organization
• Offer comprehensive benefits globally