As the Supervisor, Collections, you play a vital role in overseeing the company’s credit and collections operations to ensure timely recovery of accounts receivable while maintaining strong client relationships. You are responsible for developing and executing strategic initiatives that optimize collections performance, reduce delinquency, and enhance overall cash flow across multiple business divisions.
You lead a team of collectors by establishing performance KPIs, monitoring collection activities and aging reports, and fostering accountability and continuous improvement. In this role, you collaborate closely with cross-functional partners—including Sales, Customer Support, and external collection agencies—to drive results, resolve disputes, and minimize financial risk.
Responsibilities
- Supervise and lead the collections team to ensure effective recovery of outstanding receivables across all business divisions.
- Establish clear performance metrics (KPIs) for collectors and monitor progress toward collection goals and aging targets.
- Foster a results-driven, customer-centric culture focused on accountability, accuracy, and continuous improvement.
- Provide ongoing training, coaching, and support to team members to enhance skill development and performance.
- Conduct regular one-on-one meetings and team reviews to reinforce accountability and encourage professional growth.
- Design, implement, and manage collection strategies that support cash-flow objectives and reduce bad-debt exposure.
- Establish and monitor key performance indicators (KPIs) such as DSO, aging trends, and recovery rates.
- Prepare and deliver reports on accounts receivable aging, collections performance, and key metrics to evaluate departmental effectiveness and identify areas for improvement.
- Analyze data to identify trends, issues, and opportunities for process optimization.
- Execute approved bad-debt write-offs and compile supporting documentation for submission to external collection agencies.
- Implement and leverage automated solutions to improve visibility and streamline collection workflows.
- Manage relationships with high-risk customers, including payment term reviews, escalations, and negotiated payment arrangements.
- Monitor and mitigate credit and collection risks through proactive account reviews and established escalation protocols.
- Develop and implement strategies to manage and collect outstanding customer payments while maintaining positive relationships and enforcing credit terms.
- Collaborate cross-functionally with Sales, Customer Support, and other departments to improve cash flow, reduce DSO, and enhance overall collections performance.
- Ensure all collection activities comply with federal and state regulations, including the Fair Debt Collection Practices Act (FDCPA), and align with internal company policies.
- Partner with the Accounts Receivable Manager and legal counsel to manage litigation related to delinquent accounts as needed.
- Coordinate with external collection agencies, legal counsel, and third-party vendors to support recovery efforts.
