Supervisor, Collections

Job Summary

The Collections Supervisor plays a critical role in achieving the company's overall accounts receivable objectives. This position leads a team of Collections Coordinators and collaborates closely with the following teams: Cash Management, Sales Operations, Client Services, Field Collections and Corporate Complaint Team as needed to collect receivables of assigned portfolios with the goal of optimizing processes and minimizing collections risk. The Collections Supervisor identifies opportunities for improvement, leads initiatives, and delivers positive results. This position understands business risk assessment, payment plans, billing, and collection disputes. The Collections Supervisor is focused on quickly resolving all customer situations to drive cash collections, Supervises the day-to-day operations of the department, is directly involved with, and exercises independent judgment to prevent bad debt and fraud.

Responsibilities

●    Supervise, lead, and communicate with maximum efficiency to a team of Collection Coordinators with day-to-day tasks related to phone, fraud, and field collections 
●    Review and approve employee schedules and timesheets, including requested time off and ensure sufficient staffing levels through scheduling and assignment of overtime as needed
●    Teach, train, mentor and discipline Collections Coordinators in a fast-paced environment to ensure customer success and a quality customer experience
●    As needed, conduct periodic team meetings and one on one’s with direct reports to provide:  coaching/training on proper techniques, services, and monthly progress reports.
●    Monthly QA of employee tools & portals to ensure customer interactions are to company standard, data input accuracy and policies/procedures are being adhered to
●    Manage team metrics, performance criteria, policies, and procedures to continuously improve Collection Coordinators’ productivity and KPI performance
●    Identify process improvement opportunities to drive efficiencies where applicable (with the ability to adjust as business needs change throughout the day)
●    Actively seek solutions to customer and sales needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience      
●    Facilitate (when needed) customer conference calls to review account discrepancies, billing errors, disputes, payment arrangements and other issues that may cause delays in payment
●    Identify high risk customers and “watch-list” items to monitor potential collection risks
●    Provide in-depth monthly reporting on specialty collections aging
●    Engage Sales and Cash Management teams to build and maintain a working relationship resulting in cash collection and reduction of past due amounts. 
●    Work with complex customers to drive improved collection efforts and company revenue. 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 Management 
●    Oversee the collections process, ensuring timely and effective collection of outstanding payments. Implement collection strategies to reduce delinquencies.     

Qualifications

●    High School Diploma or equivalent - or relevant work experience – BA or BS a plus
●    A minimum of three (3+) years collections related work experience required. Supervisory experience preferred but not required.
●    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     #LI-CH1