Do the best work of your career as a champion for small and mid-size businesses.
BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms.
BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you're looking for a place that helps you do the best work of your career, look no further than BILL.
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Join our Collections team and play a pivotal role in executing strategic and operational initiatives while playing a vital role in the development of the Collections team as a whole. We are seeking a dedicated and detail-oriented individual who is passionate about enhancing collection performance through quality monitoring and constructive feedback on call and case handling. In this role, you will review and score a variety of collections calls and cases, assessing call quality, procedural adherence, and overall customer experience. You will regularly collaborate with business leaders to discuss quality results, identify training opportunities, and address pain points for both customers and analysts.
Key Responsibilities:
- Learn and understand the unique collection practices across all of BILL's products.
- Develop and maintain scorecards for customer interactions (call & email) and case management evaluations.
- Champion our call model and provide feedback to align calls with expectations.
- Review customer interactions and cases to deliver feedback to the extended Collections leadership team.
- Provide actionable feedback to analysts and supervisors through the QA process.
- Use quality monitoring data systems to track and compile performance metrics at both team and individual levels.
- Stay up-to-date on product releases, training, and process changes.
- Conduct live monitoring of collection calls and deliver immediate feedback to advocates.
- Partner with coaches, supervisors, and leadership to create development plans for the collections team.
- Prepare and distribute quality reports to senior management, highlighting trends, conclusions, and opportunities for improvement.
- Perform other duties as assigned.
- 2+ years in a Quality Assurance team
- Proven track record of reliable decision-making and accuracy.
- Ability to quickly learn and adapt to new processes and procedures.
- Working knowledge of Excel for creating and updating spreadsheets.
- Strong independent decision-making skills with the confidence to support your actions.
- Proven ability to multitask, prioritize, and manage time effectively.
Draper UT pay range
$67,200-$80,400 USD
Let's talk about benefits
- 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
- HSA & FSA accounts
- Life Insurance, Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11+ Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
- And much more
We live our culture and values every day
At BILL, we're different by design-it's our culture. Our CEO is a trusted entrepreneur who lives our cultural values: Humble, Authentic, Passionate, Accountable, and Fun. People here love being their authentic selves, contributing unique experiences, sharing ideas, perspectives, and intellectual curiosity. We celebrate our diversity as the heart and soul of how we work, grow, and succeed together. Inspiring people with meaningful career experiences they love really does make the dream work and our successes just keep getting better. There's no limit to what we can build and where we can go from here. We'd love you to join us.
BILL is proudly an Equal Opportunity Employer where everyone is welcome. Our innovation and technology are inspired by an inclusive culture unlike any other. Everyone brings a different personal story and perspective and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.
Our promise to our candidates is to be transparent, diligent, and engaging while guiding individuals through each step of our hiring process. At BILL we strive to achieve an inclusive and positive candidate experience that aligns with our core values and focuses on diversity.
If you require a reasonable accommodation for your application, interviews, or another aspect of the hiring process, please contact interviewaccommodations@hq.bill.com.
BILL Culture:
- Humble - We check our egos at the door. We are curious. We listen, accept feedback.
- Authentic - We earn and show trust by being real-embracing our authentic selves.
- Passionate - We care deeply about each other and our customers.
- Accountable - We are duty-bound to each other, our customers, and society.
- Fun - We wrap it all together by building connections and enjoying time spent together.