Supervisor Small Account Collections

Job Overview

The Supervisor, Small Account Collections supervises employees responsible for and as needed will actively participate in the collection of past due accounts, establishing payment plans, handling the settlement of daily branch shipments and branch over, short corrections. The role will also take part in resolving customer payment disputes and resolution including bill backs or potential write-offs; and reviewing new and existing customers credit checks. The Supervisor, Small Account Collections will oversee the team responsible for the collection of past due accounts, the establishment of payment plans, settlement of daily branch shipments and branch over, and short corrections. This role will actively participate in the resolution of customer payment disputes; bill backs or potential write-offs; review new and existing customers' credit checks; assign accounts to employees for collection and follow-up on outstanding issues; help guide resolution on unresolved collection issues and motivate employees to accomplish outlined collection goals. The Supervisor will collaborate with customers, internal stakeholders to manage customer portfolios while improving the day's sales outstanding metric and ensuring optimal payment recovery activity.

Duties & Responsibilities

• Manage team responsible for collection activities, including the past due accounts, establishing payment plans; handling the settlement of daily branch shipments and branch over, short corrections; resolving customer payment disputes and resolution including bill backs or potential write-offs
• Review new and existing customers' credit checks and credit limits
• Perform frequent customer account reviews and work with collectors on outstanding collections
• Resolve customer dispute issues and other customer-related priorities, including prompt set-up of new customers, ensure data accuracy and, or deactivate delinquent customer accounts with significant past-due balances
• Lead interactions with collectors, customers, and internal stakeholders on a resolution of problem account issues by recommending, handling customer account deactivation, reactivation as needed, and providing settlement issue follow-up and oversight while determining when escalation to CONA is required and updating management on the progress of outstanding accounts via reporting and feedback
• Serve as the primary Liaison for the CONA team on process issues, outstanding incident tickets and suggest process improvements, change requests
• Supervise, lead, and motivate a team to deliver results by communicating company goals, safety practices, and deadlines
• Engage and develop teammates through effective performance management, coaching, and training
• Implement continuous improvement methods while maintaining customer focus, and embody company purpose and values to inspire servant leadership
• Manage special focus accounts, including third-party audit deductions, answer sales branch office questions, and provide direction on correction of errors with the settlement, over, short resolution
• Lead investigation and collection efforts on delinquent accounts by confirming all payments are posted at the end of the day and statements are sent to all customers, as needed on a weekly and ad hoc basis
• Excellent communication skills, analytical skills, previous experience with customer disputes, collections, sales-manufacturing organizational experience beneficial
• Previous supervisory experience or team lead experience beneficial

Knowledge, Skills, & Abilities

• The candidate should have 5 years of managing complex processes and experience as a financial analyst, accountant, or collector
• 1-3 years of personnel management experience is a plus
• The candidate should have 5 years of professional accounts receivable, collections, cash application experience, reporting, or research
• Experience in various software programs required including Microsoft, SAP, Oracle, or other equivalent software
• SAP experience is preferred
• Strong communication skills
• Strong interpersonal skills with the ability to work cross-functionally within a team

Minimum Qualifications

• High school diploma or GED, with 5 - 7 years of relevant work experience

Preferred Qualifications

• Associate’s degree or up to 3 years of college or technical school
• Bachelor’s degree in Finance, Accounting, Finance or Business Administration
  

Work Environment

Office Environment