Manager, Collections

Job Summary

The Collections Manager plays a critical role in achieving the company's overall accounts receivable objectives. This position leads a team of Supervisors, Specialists and Coordinators and collaborates closely across departments to collect receivables of assigned portfolios with the goal of optimizing processes and minimizing collections risk. The Collections Manager identifies opportunities for improvement, leads initiatives, and delivers positive results. 

Responsibilities

•    Plan, develop and implement 1st and 3rd party collection policies and procedures and maintain control over and reduce churn and bad debt exposure.
•    Develop and implement strategies for collections of delinquent Consumer, Commercial and Enterprise accounts for both Data and Mobile
•    Monitor delinquent subscriber statistics and adjust collection programs accordingly
•    Manage back office functions related to collection activity on past due accounts such as returned payments and refunds
•    Analyze results to identify fraud patterns and develop strategies to prevent losses due to fraud
•    Develop effective retention practices and strategies including devising phone campaigns and programs to retain subscribers utilizing a predictive dialer
•    Monitor and track outside collection agencies to ensure their performance meets expectations
•    Manage team metrics, performance criteria, policies, and procedures to continuously improve Collection Coordinators’ productivity and KPI performance
•    Engage Sales teams to build and maintain a working relationship resulting in cash collection and reduction of past due amounts. 
•    Manage, train and evaluate collection staff. Provide in-depth aging analysis of high risk outstanding accounts
•    Responsible for participating in the timely completion of all special projects in conjunction with Collections Leadership
•    Other duties as deemed necessary by the Director

Qualifications

•    Bachelors degree in Business Administration and 4-6 years of collection/retention experience with at least 2-4 years in a supervisory /management position. 
•    Highly developed knowledge of billing system collection modules and order processing.
•    Must have leadership qualities and possess good judgment
•    General knowledge of Customer Service policies & procedures
•    Excellent communication, organizational, and time management skills as well as proficient analytical skills required. 
•    Proficient in Microsoft Word, Excel, and general PC skills required
•    Strong organizational skills with the ability to handle multiple tasks simultaneously 
•    SQL knowledge and understanding preferred
•    Approachable personality with the ability to effectively manage up and down accordingly     

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