Lead Billing and Collections Specialist in Norcross, Georgia at APCO Holdings
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Job Description
APCO Holdings partners with dealerships across North America to deliver innovative vehicle protection products and services that enhance the ownership experience for customers and drive growth for our partners. Through our family of brands, we bring together industry expertise, technology, and data-driven insights to help dealers strengthen their finance and insurance performance and build lasting relationships with their customers.
Our teams work collaboratively across operations, technology, risk, finance, marketing, and sales to deliver solutions that create measurable value and support the continued growth of APCO and the partners we serve.
Our Operations team plays a critical role in ensuring contracts, billing activities, and funding processes are handled accurately and efficiently. We are seeking a Lead Billing and Collections Specialist to serve as a subject matter expert and operational leader for our Billing & Payables team. In this role, you'll help drive quality, support process improvements, and provide day-to-day guidance that enables the team to deliver exceptional service and results.
What You'll DoBilling & Collections Operations
- Monitor customer accounts and support the processing of refunds, account adjustments, credit memos, and discrepancy resolution
- Reconcile customer disputes and outstanding balances while ensuring timely resolution
- Maintain accurate documentation of billing and collections activities
- Support the achievement of delinquency and collection performance goals
- Ensure compliance with all applicable state and federal debt collection laws and guidelines
Team Support & Quality Assurance
- Coordinate and distribute departmental work to ensure timely completion of tasks
- Perform quality reviews and monitor process accuracy across the team
- Serve as a resource and example for team members by sharing best practices and providing guidance
- Foster a collaborative, motivated, and customer-focused environment
- Assist with reporting and performance monitoring activities
Process Improvement & Operational Excellence
- Champion continuous improvement initiatives to increase efficiency and service quality
- Identify opportunities for process enhancements and workflow optimization
- Support special projects, system enhancements, and operational initiatives
- Maintain knowledge of company products, systems, financing, claims, and business processes
- Build strong relationships with internal teams, agents, and dealership partners to resolve issues effectively
You are highly organized, detail-oriented, and thrive in fast-paced environments where accuracy and service matter. You enjoy helping others succeed and naturally influence those around you through collaboration, coaching, and leading by example.
You have strong analytical and problem-solving skills and are constantly looking for ways to improve processes, strengthen quality, and deliver exceptional customer experiences.
Basic Qualifications- High school diploma or GED
- Minimum of 3 years of experience in business operations, billing, collections, or related functions
- Strong proficiency with Microsoft Office, including Excel, Word, and Outlook
- Strong analytical, organizational, and communication skills
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment
- Bachelor's degree in Business Administration, Finance, Management, or a related field
- Experience in billing, collections, receivables, or operational support functions
- Experience monitoring quality or coordinating team workflows
- Experience identifying and implementing process improvements
- Experience working in customer-focused or high-volume transactional environments
- Enjoy helping teams perform at their best
- Like solving problems and improving processes
- Thrive in fast-paced operational environments
- Take pride in accuracy, quality, and customer service
- Prefer leading through influence and expertise rather than direct management
- Competitive compensation
- Comprehensive medical, dental, and vision benefits
- 401(k) with company match
- Paid time off and company holidays
- Opportunities for career growth and development
- A collaborative and supportive team environment