Collections Supervisor

Job Purpose: The Colections Supervisor will be accountable for taking an end-to-end process approach, collaborating with cross-functional departments and customers at various levels to solve complex problems and payment application issues. A strong customer service mindset is required for success. The role will require strong analytical skills and the ability to identify and troubleshoot inefficiencies, create SOP’s, and recommend process improvements. While also, overseeing the AR Inbox operations and related responsibilities/requests. In addition to managing outstanding claims on invaild deductions for the purpose of revenue recovery.

An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.

Summary of Essential Job Duties:

• Monitor's the team's daily & weekly workflow; make adjustments as needed.
• Conducts 1:1 meetings with team to discuss roadblocks and areas of focus.
• Preparation of bi-monthly aging reports.
• Monitoring 30-60-90 day AR aging buckets on a regular basis.
• Monitoring accounts over 30 days outstanding and reporting accordingly to appropriate business unit leaders.
• Research past due accounts and assist team members with past due balance questions.
• Auditing AR aging reports and system notes for process completion.
• Spot check research, documentation and back-up to aid in disputing discrepancies.
• Review and complete Month end checklists for the dept.
• Assist in designing, administering and implementing process ad control procedures.
• Ensures team make effective use of time, materials and resources by planning, scheduling and organizing work as needed.
• Delivers timely coaching and conducts employee evaluations when scheduled.
• Possess problem-solving and critical-thinking skills.
• Must possess exceptional organizational and communication skills and be able to manage numerous areas of responsibilities.
• Perform other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the 1st escalation point of contact for customers and collections specialists as it relates to claims and collections management and customer payment term compliance.
• Strategically reviews collection reports and key metrics with an emphasis on trend analysis to uncover strengths and weaknesses of collection efforts.
• Monitors the performance success of collectors by overseeing the performance management process, holding employees accountable for meeting goals and disciplining employees as necessary.
• Excellent listening, oral and written communication skills.
• Strong organizational and time management skills.
• Must demonstrate the ability to clearly and professionally express ideas to audiences of varying levels, including coworkers, supervisors and executives.
• Develop goals that complement the overarching business goals of the company and coordinate staff to continually meet and exceed goals.
• Ability to work independently with high levels of production.
• Collaborative team player proactively engages others to generate ideas, processes and solutions for the business.
• Communicate identified risk accounts to manager as required.
• Strong working knowledge of Microsoft Office applications, specifically Outlook and Excel.
• Resourceful individual who seeks and applies feedback.

Required Education and Experience

• High school diploma or equivalent required.
• Excellent decision making skills; critical thinker by nature with great attention to detail.
• Some experience with Claims and customer portals as well as accounting software preferred.
• Prior experience working with Amazon and Walmart Customer Portals a plus.