VP- Claims and Debt Collection

Princeton, NJ / Hunt Valley, MD / NYC, New York / Toronto, Ontario / Mexico City, Mexico

WHO WE ARE

In an era of rapid change, determining the creditworthiness of customers can be tricky. For companies selling internationally, distinguishing a good customer from a potentially bad one is even more difficult. At Coface, our credit information services are designed to help businesses make wise credit decisions, no matter where they trade.

A modern and agile company with the most finely meshed international network, Coface is a reference in credit insurance and risk management. With over 70 years of experience as an industry leader, and a team of 4,100 experts in over 65 countries, serving around 50,000 companies, Coface experts work to the beat of the global economy. Its our ambition to become the most agile, global business information partner in the industry. We believe in business as a force for good in the world.

THE JOB

We’re looking for a Head of Claims & Debt Collection in our North American Region (U.S., Canada, and Mexico) to lead a team of claims and debt collection specialists in delivering a timely and high quality claims experience for our customers.

The successful candidate will be responsible for ongoing team development, project management, communicating with key stakeholders regarding large claims, facilitating final validation of high value claims, driving the debt collection process to meet KPIs, and maintaining team compliance with all established guidelines and governance. In addition, the successful candidate will be responsible for ensuring a strong collaboration with the Shared Service Center in Mexico.

Direct management responsibility for a team of 13 spread across the U.S., Canada and Mexico.

KEY TASKS AND RESPONSIBILITIES

• Skilled in building and managing high-performing teams, fostering a collaborative work environment, and providing guidance and mentorship.
• Oversee end-to-end claims processes, including policy interpretation, coverage determination, investigation, evaluation, negotiation, and settlement. Proficient in claim assessment, loss adjustment, and risk analysis.
• Proficient in analyzing existing workflows, identifying inefficiencies, and implementing process enhancements to drive operational efficiency and cost savings. Skilled in leveraging technology and automation tools to streamline claims procedures.
• Ensure the proper management of claims in all the entities of the region in accordance with Group standard rules and guidelines.
• Adept at cultivating and nurturing strong relationships with clients, brokers, underwriters, and external stakeholders. Proven ability to negotiate and resolve disputes effectively, ensuring client satisfaction and retention.
• Excellent verbal and written communication skills, with the ability to articulate complex concepts and deliver persuasive presentations to diverse audiences. Strong interpersonal skills to establish rapport and build trust with stakeholders at all levels.
• Authorize the indemnification of claims above local delegation and provide technical support to local managers when needed;
• Ensure the proper management of debt collection in all the entities of the region in accordance with the standard rules and guidelines provided by the Group Claims and Debt Collection department.
• Manage the relationship with external service providers (lawyers, collection agency).
• Oversee the organization, performance and processes related to Debt Collection in the various countries of the region with a focus on achieving the annual collection target at both a local and regional level.
• Authorize recovery plans and transactions above local delegation.
• Ensure transparent information flow between the regional entities and the broader Coface Group.
• Ensure timely and transparent communication with Regional and Group Senior Leadership regarding any event or risk that might significantly impact financial performance of the company’s reputation.
• Respect Compliance and Audit recommendations and guidelines and spread throughout the region a culture of compliance.

THE CANDIDATE

The successful candidate will demonstrate the ability to organize and prioritize, to collaborate across functions, to effectively present information, and to recognize both courage and accountability in difficult decision making. Additionally, this role demands a process-driven, data-driven approach and the ability to proactively share relevant information with various stakeholders.

• 10 years of experience in the Insurance Industry, preferably within Claims Management
• Legal background and/or MBA strongly preferred
• Bilingual in Spanish and English would be a plus
• Experience leading teams and delivering on KPIs
• Good knowledge of the trade credit insurance business, including Coface’s range of products
• Knowledge of corporate and contract law fundamentals
• Excellent oral and written communication skills
• Tech savvy with an advanced skill set related to the Microsoft Office Suite, Power BI, SharePoint, and other key business tools