Billing Team Lead

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I. Job Summary
With limited supervision, this role oversees a team of 8-12 Billing or Sr. Billing Reps performing a variety of routine billing functions and related activities to ensure the proper preparation of complete, accurate and timely bills to maximize client satisfaction and drive cash flow.

II. Essential Duties and Responsibilities 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Other minor duties may be assigned. 

• Demonstrates an independent, leadership role with Program Managers and Strategic Account Managers to identify root cause and corrective actions needed to eliminate consistent billing errors.
• Collaborates with Program Managers, Strategic Account Manager and/or Billing Management in gathering and reviewing custom billing requirements. Ensures all department and company policies and procedures are adhered to while completing the request.

• Manages and maintain performance metrics related to billing completely, accurately and timely.

   

• Researches and resolves routine billing questions and discrepancies as SME in escalations.

   

• Effectively provides excellent customer service to external and internal customers.

   

• Metrics - Lead should understand all metrics, have reviewed the audit SOP's, and keep up-to-date on any changes
• SOP's - Responsible to update/edit/create client specific SOPs and work with the Analyst and Biller to ensure changes are understood
• SOP's - Conduct quarterly reviews of the team’s client specific SOPs to ensure tasks are completed by the right teams and to identify any process improvement opportunities
• Uploads - Understand client specific uploads and who the SME on the team is to support questions and client needs
• Communication - Effectively communicates with Indore, Sales Team, Client and Mgmt. utilizing well thought out detail
• Research - Ability to review and analyze in depth client issues brought upon by client or sales and communicate with detail that tells a story with, root cause and resolution
• Communication - Provides timely and detailed responses to email requests & follows up where needed, maintains conduct
• Communication - Identifies issues and escalates through chain of command with appropriate sense of urgency
• Communication - Acts as first POC for escalated and any client & Sales questions as needed by Analyst
• Mailboxes - Segment Emails are reviewed daily, responded to, followed up on, and escalated where appropriate
• Coaching - Guidance and support to the Analyst on day-to-day processes
• Maintains composure under pressure
• Works independently with others and other areas to achieve business results
• Ability to work with Supervisor with an understanding of what requires escalation and leadership intervention
• Maintains flexibility to support business needs
• Volunteers to Assist (raises hand to help) – team player