Account Resolution, Collections Supervisor

Duties and Responsibilities

• Provide input on monthly collection targets.
• Assess, track and guide weekly team performance.
• Assign and monitor workload of collectors; at the end of every month, assign new customers to collections members.
• Review accounts to provide guidance and instruction to Collections Team as needed. Assist Collections team in interacting with external customers to arrange payment plans/shutout releases.
• Evaluate performance of collectors to mitigate any performance issues and conduct yearly performance reviews.
• Coach, train and develop collectors to maximize performance and enhance their strengths and skills.  Identify and Address performance issues.  Initiate performance improvement plans as needed.
• Assist with interviewing and hiring of employees for the collections department.
• Establish collection priorities to reduce past due balances and maximize collection efforts to ensure collection targets are met/exceeded.
• Develop, implement and improve collection documents, policies and procedures.
• Act as escalation point and assist collectors with difficult or complex accounts and situations.
• Prepare files and handover accounts to 3rd party collection agencies.
• Monitor accounts that have been placed with a 3rd party collection agency.  Maintain regular contact and establish a good working relationship with 3rd party contacts.  Provide additional details and documents as requested.  Review and approve additional efforts and costs.
• At month-end, review 3rd party report for write-offs and submit customers to be written off to VP, Shared Services.
• Monitor Net Lease Accounts site bi-weekly and determine next steps as needed for collection efforts.
• Follow requirements provided by Legal Team to ensure that “Final Demand Letter” is sent properly and timely when needed in the collections process.
• Formatting Breach of Contract letter and interacting with Legal team to ensure letter is sent when a customer reaches this step of the collections process.
• Partner and work with disputes team/management to escalate and work through customer issues that are preventing collections from the customer. Prioritize customer escalations as needed when trying to address dispute issues.
• Facilitate conversation between Commercial, Fleet and VP Shared Services when repossession of DCLI equipment is needed.
• Assist Collections team with Offset Request forms, as well as interacting with Cash team to ensure proper policies and procedures are followed.
• Work with Customer Setup, Cash team and/or VP Shared Services to ensure customer Refund Requests are accurately submitted with the proper documentation.
• Develop and maintain good relationships with internal and external customers.
• Run and produce reports to management and internal collectors on ad hoc basis.
• Participate in projects and perform other duties as assigned.
• Be a Team player.

Qualifications

• Bachelor’s degree in business administration/finance or equivalent work experience
• Previous Management and leadership of staff experience required
• Preferred at least 5 years experience in logistics or transportation industry
• Strong customer service skills and collections experience a must.
• Excellent verbal and written communication skills.  Must be able to interact with external and internal customers and stakeholders at all levels of the organization.
• Strong analytical and problem resolution skills
• Self-motivated and ability to work independently.
• Excellent organizational skills.  Ability to multi-task, work under pressure and meet required deadlines.
• Proficient in Microsoft Outlook, Excel, Word, PowerPoint.
• Oracle Fusion – Advanced Collections Experience is preferred.
• Must be able to pass a pre-employment drug screening.

Direct Reports

Benefits

• Excellent health, dental, and vision insurance options for you and your family
• Ample PTO and paid holidays
• 401k with company match
• Flexibility to support a healthy work-life balance
• Wellness resources
• Company-sponsored parties, outings, and other perks

Development Opportunities

• Tuition reimbursement
• Internal training and educational resources
• Quarterly and annual awards for outstanding performance
• Pathways to promotions and access to advice, feedback, and mentorship
• Participation in professional organizations
• Internships