Collections

• Perform daily accounts receivable follow-up, documentation, and issue resolution
• Manage an assigned portfolio of routine AR accounts
• Document all client interactions, follow-up actions, and commitments in the collections system
• Generate and send client statements, reminder notices, and follow-up emails using approved templates
• Review customer payments for basic discrepancies and coordinate with Billing/Finance to correct errors
• Support account research including payment history reviews, invoice copies, portal status checks, and statement reconciliations
• Monitor aging reports and follow prescribed cadence-based workflow activities
• Escalate unresolved issues, disputes, and complex discrepancies to the Senior Collections Coordinator or Collections Manager
• Assist in preparing weekly portfolio updates for team meetings
• Submit invoices or documentation through client portals and maintain required artifacts
• Coordinate with Engagement Teams to obtain missing information, PO numbers, billing clarifications, or approvals
• Maintain organized, audit-ready documentation in line with internal controls and retention guidelines
• Identify minor process inefficiencies and recommend practical improvements
• Perform other duties as assigned

Collections Coordinator

• Leads the design, deployment, optimization, and governance of predictive decisioning strategies supporting outbound collections operations
• Develops, validates, deploys, and optimizes predictive models supporting collections segmentation, prioritization, and treatment strategies
• Operationalizes machine learning and statistical models directly within collections and decisioning platforms
• Translates model outputs into executable decision logic, workflows, thresholds, routing rules, and contact strategies
• Monitors production model performance and recalibrates strategies based on drift, operational outcomes, regulatory changes, and portfolio behavior
• Designs and manages customer segmentation strategies aligned to delinquency stage, risk tiers, roll rates, payment behavior, and customer engagement patterns
• Defines and governs outbound contact policies, including channel prioritization, cadence strategies, suppression logic, quiet hours, and contact frequency limits
• Leads A/B and multivariate testing initiatives across messaging, channel mix, pacing, cadence, and strategy execution
• Partners with Dialer Operations and Workforce Management teams to optimize list generation, routing, pacing, penetration rates, and operational efficiency
• Develops and maintains executive-level reporting and dashboards measuring RPC, PTP, liquidation rates, cures, roll rates, recovery performance, and operational KPIs
• Maintains model governance documentation, change management controls, validation standards, audit readiness, and regulatory compliance support
• Collaborates cross-functionally with Compliance, Legal, Technology, Data Engineering, and Operations teams to ensure decision strategies remain compliant, scalable, and operationally effective
• Evaluates emerging technologies, decisioning capabilities, and analytics methodologies to continuously improve collections performance and customer outcomes.

Director, Collections Decision Science – Strategy

• Perform inbound and outbound collection calls across all stages of delinquency.
• Research, identify, and resolve issues contributing to customer delinquency.
• Maintain accurate and detailed records of all customer interactions and account activities.
• Provide exceptional customer service by resolving complex account issues, discrepancies, and disputes.
• Review accounts to ensure compliance with internal policies, investor requirements, and applicable regulatory standards.
• Analyze borrower financials to determine appropriate payment arrangements or retention options.

Collections Specialist

• Provide leadership and oversight for all billing submission, invoicing, collections, and accounts receivable activities, ensuring accuracy, timeliness, and compliance with internal controls.
• Oversee ancillary fee tracking, validation, and submission for invoicing, ensuring all billable revenue is captured and collected.
• Monitor accounts receivable performance, aging, and DSO targets; partner with Finance on issue resolution and escalation as needed.
• Ensure consistent application of billing and collections policies and procedures across products, clients, and acquired businesses.
• Maintain a strong working knowledge of the retirement TPA market, including revenue models, fee structures, fee repositories, ancillary fees, and common billing practices.
• Partner with Finance and Operations to support accurate revenue generation, prevent revenue leakage, and address billing-related risks.
• Support repricing, fee changes, and client-specific billing updates by ensuring operational readiness and accurate execution.
• Lead and develop managers who oversee teams responsible for billing, invoicing, and collections processing.
• Drive consistency in team performance, training, quality control, and workload management across locations.
• Foster a culture of accountability, collaboration, and continuous improvement aligned with organizational values.
• Identify inefficiencies, control gaps, and risk areas within billing and collections processes; lead initiatives to improve accuracy, scalability, and client experience.
• Ensure workflows and procedures are documented, maintained, and supported by appropriate quality control measures.
• Partner with Finance and Audit teams to support external audits and compliance requirements.
• Serve as a primary operational contact for billing and collections matters with Operations, Service, Sales, and Finance teams.
• Support the integration of billing, invoicing, and collections processes for newly acquired businesses.

Director – Billing & Collections

• Manages large, potentially diverse teams of managers and/or senior professionals by providing leadership and direction through managers
• Manage an innovative environment of diverse teams to encourage the development and implementation of robust control programs and strategies
• Make critical decisions that are guided by functional objectives
• Evaluate the effectiveness of existing controls, identifying areas for improvement, and implementing necessary changes
• Drive and manage controls enhancements focused on increasing efficiency and reducing risk
• Oversee the execution of Enterprise Risk Management Framework and adherence with Risk Mgmt. / Compliance Policies
• Review the MCA program, including the annual/semiannual/quarterly/monthly attestation, quality oversight, and related reporting
• Oversee the execution of the MCA in accordance with the ORM Policy & Framework, as well as applicable Policies, Standards, and Procedures
• Lead the assessment of activities and processes as per required Policies, Standards and Procedures to strengthen risk management quality
• Facilitate the coordination and comprehensive management of issues with key stakeholders
• Drive issue quality reviews ensuring compliance with Issue Management Policy, Standards and Procedures
• Lead the development of standard and risk controls reporting to ensure sound, reliable, and consistent information exists across the organization, enabling better management and decision-making in line with the expectations senior of management, Board, and Regulators
• Oversee the operations of Citi's governance committees, including coordinating meetings, managing agendas, and ensuring follow-up on action items
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets

Senior Group Manager – Credit, Collections and Recovery

• Drive end-to-end Order Management and billing operations with a focus on completeness, accuracy, compliance, scalability, and operational efficiency.
• Establish operational objectives, staffing strategies, and execution plans for Americas Order Management functions in alignment with regional and global priorities.
• Evaluate operational and financial risks and strengthen internal control frameworks aligned with SOX and company compliance standards.
• Manage and monitor operational KPIs, service levels, and performance metrics to support accountability and continuous improvement.
• Lead cross-functional transformation initiatives involving Sales, Finance, Revenue Operations, IT, Customer Success, and Receivables Management.
• Drive process modernization through automation, AI-enabled capabilities, workflow optimization, and digital transformation initiatives.
• Establish and enhance policies, procedures, and standardized operating practices
• Analyze complex operational challenges where problems may not be clearly defined and determine appropriate solutions using business judgment, organizational precedent, and data-driven analysis.
• Improve customer billing experience through timely resolution of disputes, proactive issue identification, and sustainable root-cause remediation.
• Coach and develop team members while fostering collaboration, accountability, innovation, and employee engagement across geographically distributed teams.

Senior Manager, Billing / Credit & Collections

• Follow SOP’s to reduce aging AR >60‑day balances
• Outreach to customers by phone, email, and/or letters
• Handle sensitive information in a confidential manner
• Prepare updates on account resolution for various levels of leadership
• Document all activities and attempts to reduce balances
• Prepare placement packages for outside attorneys for possible litigation
• Communicate via telephone with operations management, physicians, attorneys, and internal customers
• Utilize tools to obtain improved billing information
• Perform research and evaluation of complex projects/assignments to identify and measure financial implications
• Analyze and determine areas for process improvement and education

Credit & Collections Specialist

• Designing and building dashboards in Power BI from scratch
• Writing advanced SQL queries to extract, clean, and model data
• Forecasting performance, inventory flow, and resource needs across collections portfolios
• Analyzing operational trends and recommending improvements in agency performance
• Partnering with senior leadership and third-party agencies on collections strategy
• Automating reporting and creating scalable analytics tools
• Presenting insights and training teams on new reporting tools

Collections Operations Analyst – Reporting & Insights, PowerBI, SQL

• Coordinates and facilitates patient billing and collection activities
• Researching and holding payers accountable
• Resolving outstanding issues with insurance payers
• Builds strong working relationships with assigned business units
• Responds to incoming calls and makes outbound calls to resolve billing issues
• Works independently under general supervision

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