Supervisor, Collections

Description

The primary roles of the Customer Collections Specialist Supervisor are to (1) manage a cohort of Customer Collections Specialists (CCS), including Senior CCS, through leadership, supervision, training, mentoring as well as hands-on assistance on active Aging and to (2) provide an effective and organized avenue for action and communication between Management and the CCS. The Supervisor also directly handles complex escalated Customer collections situations and is responsible for proposing, devising and helping implement process efficiencies. (S)he influences the CCS decisions and actions through advice and counseling and is accountable for their production, performance and results. Depending on the Department’s workload, (s)he may also be assigned active Aging. Finally, the Supervisor monitors employee attendance, balances workflow accordingly and keeps Management updated on the day-to-day happenings in his/her CCS cohort and the Department in general.

Major Duties and Responsibilities

Daily Supervision

• Analyze the cohort’s daily performance indicators and communicate it to its employees, encouraging performance improvement by daily feedback and VIP Meetings.
• Provide materials and documentation for his/her cohort’s annual performance evaluation and, in conjunction with Management, deliver it to each employee at the review time.
• Provide leadership, guidance and feedback on individual performance using side-by-side coaching, call monitoring and customer communication training.
• On-board new employees within his/her cohort.
• Appropriately assess risk when business decisions regarding active Aging are made, demonstrating consideration for AmurEF’s reputation and safeguarding its Customers, assets and brand.
• Review and approve employee time-off requests and timesheets; together with peer Supervisors and Management, proactively rebalances workload in anticipation of employee time-off.
• Inspire, engage and lead his/her cohort members to exceed the Department’s monthly goals.

Training and Process Improvement

• During the Departmental meetings, present and discuss topics related to portfolio performance, trends in the Aging, areas of concern and/or improvement, notable collection success cases, post-mortems, etc., in a clear, concise and actionable manner.
• In conjunction with Management, devise, organize and lead (or co-lead with peer Supervisors) continuous training sessions to establish best practices and foster a collaborative team environment.
• Together with peer Supervisors, provide recommendations to Manager for professional development within his/her cohort or the CCS group at large.

Customer Service

• Maintain a positive and professional attitude by focusing on solutions to promote a productive, collaborative and enjoyable environment.
• Handle escalated customer calls, disputes and maintain professional Customer communication etiquette skills.
• Develop and maintain productive working relationships with other Departments and third-party service providers.

Requirements

Skills and Abilities

• Thorough knowledge of internal and industry standard commercial Collections procedures, compliance and applicable requirements
• Well-developed planning, time management and organizational skills
• Ability to handle multiple tasks during constantly fluctuating work load
• Demonstrated leadership and negotiation skills
• Ability to effectively plan and execute strategies
• Strong training, coaching and motivational skills
• Excellent communication skills, both with Customers and within the organization
• Commitment to exemplifying the highest integrity and professional business standards.
• Proficient in MS Office, including Excel, Word and Access, as well as Internet-based solutions and information sources and AmurEF lease management platforms (e.g., Lease Plus, Aspire, SSRS)

Education and Training Guidelines

• Two to five years of collections experience preferred, preferably within commercial collections.