Collections Supervisor

ABOUT THE JOB:

The primary focus of this position is to supervise the branch/ commercial collectors and to assist in daily Q&A. This position reports to the Credit Manager and must be ready to multi task and to work in a very efficient manner. This position is responsible a multitude of duties that vary from day to day.

WHAT YOU'LL BE DOING:

Primary Responsibilities /Accountabilities/ Essential Functions:

• Taking escalated collection calls and assisting customers when a supervisor has been requested.
• Training on all used systems.
• Assigning agings and workloads to collectors.
• Reviewing agings and completed assignments of collectors to ensure the assignments have been worked thoroughly.
• Reviewing and approval or deny Repo Requests and bad debt write-off requests.
• Monitoring delinquency rates and coaching collectors on ways to decrease their delinquency rates
• Periodically handle special assignments and projects assigned by the Director of Credit & Collections or the Credit Manager.
• Interview, hire, monitoring, training, coach, discipline, evaluate and terminate members of the collection staff as needed.
• Running performance reports and departmental reports as needed.
• Track and report on staff’s performance
• Assisting customers when in call overflow (queue, repo’s, bad debt, auctions)
• Ensure that collectors  take timely and appropriate collection action (skip tracing, sending demand letters, ordering repossession requests, sending accounts to outside collection agencies, ordering lockouts, etc.) against customers that are unable or unwilling to make and keep acceptable payment arrangements.
• Assist collectors in maintaining low delinquency rates.
• Contact and correspond with delinquent customers via email.
• Assist collectors with difficult accounts and reconcile customer accounts as needed.
• Other duties as assigned.  Regular attendance is required to fulfill the essential functions of the job.

Equipment Used and Responsibility

• Computer, telephone and electronic office equipment
• MS Office Suite
• Fax and Copy Machine
• Database

EDUCATION AND QUALIFICATIONS:

Supervisory Responsibilities 

• Supervise a staff of up to 10 direct employees and up to 35 indirectly

Experience/  Education

• High School Diploma or GED, required
• 4 years of commercial collection experience required
• 2 years of supervisory experience
• Knowledge of collections policies.
• Strong negotiation skills
• Knowledge of payroll
• Prior collection and or credit experience
• High degree of attention to detail
• Intermediate computer skills
• Ability to multitask.
• Excellent verbal and written communication skills with a professional demeanor