Collections Lead

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

Collections Lead Location: Bengaluru, India

Job Responsibilities:

• Oversee the team’s collections and case queues, ensuring efficiency in handling both direct and partner collections.
• Coach team members, provide feedback, and lead discussions on performance improvements and process optimization. ○ Conduct weekly 1:1s and team calls ○ Supervise calls with key customers and partners ○ Set multi-quarter objectives, monitor KPIs, and track team performance.
• Manage staffing levels to align with expected volume fluctuations and ensure coverage during time off and holidays.
• Monitor portfolio of accounts by following documented collections processes, including:

○ Follow up on invoices and past due balances

○ Draft legal demand letters, when appropriate and deactivation and/or work stoppage and be an escalation point on the team's demand letter requests.

○ Drive resolution of disputes, while monitoring trends of disputes.

○ Conduct customer outreach to assist in the facilitation of refunds

○ Maintain customer records including contacts, payment trends, and payment runs

○ Calculate and monitor customer collection metrics for portfolio and reconcile customer accounts

○ Negotiate payment plans in compliance with policy

○ Conduct customer account reconciliation as needed

• Serve as the primary point of escalation for case management issues and collection team’s concerns.
• Lead discussions with customers and partners on a regular cadence, including escalation calls as required.
• Build and maintain relationships with internal parties
• Facilitate regular team meetings and ensure effective team collaboration.
• Manage and adapt to additional responsibilities and projects as business needs evolve.

Qualifications:

• 8+ years of experience in Collections, with a majority in the Technology Industry
• 2+ years of experience as a lead or manager
• Experience in the tech and SaaS experience (highly preferred)
• Strong analytical skills, problem solver, high level of curiosity, ability to dive deep, find solutions and deliver results
• Solid experience with key financial tools and ERP systems (NetSuite preferred) as well as Microsoft Office skills including Excel and PowerPoint
• Ability to work independently and move fast, adapt, and thrive in a dynamic and fast changing environment
• Strong interpersonal skills and experience collaborating successfully with diverse crossfunctional teams ● Team player attitude to assist with quarter end collections efforts when it’s “all hands-on deck”
• Bachelor's Degree or equivalent work experience

What you can look forward to as an Full-Time Okta employee!

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion and Belonging at Okta

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.