Collection Toll Supervisor

F.H. Cann & Associates, Inc. (FHC) is a Business Process Outsourcer for its client, you are considered an Collection Toll Supervisor on behalf of FHC to provide collection essential functions for designated clients. In this role you may be transferred to other client divisions which can include, Collection Supervisor, Collection Specialist, Call Center Supervisor, Call Center Representative & Quality Assurance duties (handling or reviewing inbound/outbound phone calls and chats), admin work, data entry, etc. – based on client needs, at any time. Should this occur, additional training would be provided on an as needed basis.

The Collection Toll Supervisor is responsible for overseeing the contacting of customers to collect outstanding toll debts or toll payment while maintaining a professional and empathic approach. This role involves managing customer accounts, negotiating payment plans, and ensuring compliance with company polices and legal regulations. The supervisor works to minimize delinquent accounts handled by FHC and support our client’s financial health.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Customer Contact & Communication

• Contact customers with tools accessible to you such as telephony, and other approved only communications such as Chat, Text, Email, and social media
• Establish contact with customers to recover delinquencies and offer available solutions to repay their accounts placed with FHC. Provide necessary information for customer to understand debt owed and options
• Obtain information necessary to assess customers’ ability to repay debt owed such as address, work, income, and other income resources
• Address all inquiries and request made by customers to support customer resolution

Supervisor Performance and Payment Negotiations

• Meet or exceed individual Supervisor Goal and Collection Specialist Goals
• Manage performance of collection specialist while being cost cognizant with intentions to exceed assigned collector’s overall draw
• Conduct regular team meetings to include cohesiveness around team and overall collection unit
• Manage the Collections Department, develop and mentor the Collection Specialists, and perpetuate FHC’s company culture
• Monitor collector’s adherence to talk off progressions, and payment negotiations expectations
• Meet or exceed daily, weekly, and monthly performance goals, deadlines, and objectives.
• Review of team member’s collection files to ensure best practices are consistently being followed and performed as well as file structure is appropriate and within guidelines of the client’s audit criteria
• Manage escalated collection calls and issues as relates to assigned staff
• Monitor collection staff activity such as working accounts, skip-tracing, and call counts
• Perform administrative duties as assigned by management
• Ensure company policies, procedures, and compliance related issues are adhered to
• Monitor collector’s focus, time management, and attendance
• Act as a mentor to assigned team by cultivating assigned individuals within the career path model by assisting the in preparation for additional roles and responsibilities.
• Monitor collector’s whereabouts, focus, and time management such as utilization, break adherence, and normal adherence
• Identify each team member’s strengths and weakness and work with each to consistently improve their individual performance in collection related
• Train team leads assigned to team on the unique nuances of the assigned division
• Review of team member’s assigned tasks to ensure best practices are consistently being followed and performed as well as file structure is appropriate and is within guidelines of the client’s audit criteria
• Monitor collectors’ ability to remain compliant and adhere to Client’s compliance & quality expectations
• Review accuracy of collection staff request of documentation and communication with collection services
• Review performance of individual collector for FHC expected Key Performance Indicators, or client needs
• Issuing verbal, counseling, disciplinary accountability for direct reports on as needed basis
• Maintain overall revenue performance of collection functions
• Coordinate and collaborate with other Collections Supervisors to ensure continuity, consistency, and efficiency
• Frequently publish performance in office and electronically
• Monitor Customer Solutions for client needs
• Engage with client regularly on performance, quality, and compliance expectations
• Work extended hours to meet or exceed client goals and company endeavors

Training & Compliance

• Work to further improve talk off tactics such as rebuttals, negotiation methods, deadline guidance
• Collectors’ best practices such as tracking’s of accounts hots, leads, contacts, nsfs, promises, etc. Recommending tools to remind collectors on follow ups.
• Network and communicate with best performers on best practices to improve overall ability of individual collectors assigned to you
• Inquire with Manager on best ways to handle collection specialist training and increasing individual performances
• Improve overall techniques to liquidate debt, and follow through with techniques, change tactics based on collector.
• Adhere to all laws and regulations surrounding company polices, industry standards, FDCPA, Reg-F, and other debt collection laws