Supervisor of Collections - Account Integrity

Job Summary

The Supervisor of Collections - Account Integrity serves as the frontline leader within the collections team, responsible for managing daily operations, guiding team members, and ensuring compliance with established procedures and regulations. This role focuses on improving cash flow, minimizing bad debt, and maintaining positive client relationships. While providing hands-on support, the Supervisor collaborates with internal departments to address payment issues, resolves escalated accounts, and monitors team performance.

Essential Functions

• Supervises daily activities of the collections team, ensuring compliance with organizational policies, procedures, and regulatory guidelines.
• Monitors and evaluates team performance, providing regular feedback, coaching, and training to meet individual and departmental goals.
• Develops and implements collection strategies to reduce delinquency and improve cash flow.
• Reviews and resolves escalated accounts or disputes, coordinating with internal departments and external clients as necessary.
• Ensures accurate documentation and maintenance of records related to collections, payments, and account resolutions in accordance with organizational and regulatory standards.
• Analyzes collection data to identify trends, opportunities, and areas for improvement, preparing detailed reports for management.
• Participates in hiring, onboarding, and training new team members to ensure a high-performing and compliant workforce.
• Collaborates with internal stakeholders, such as billing, customer service, and legal, to address and resolve payment or account issues.
• Contributes to the development of policies and procedures related to collections, recommending changes to enhance efficiency and effectiveness.
• Review account adjustments submitted by the team for accuracy.
• Responsible for weekly team huddles and team engagement.
• Monitor team productivity, downtime, attendance and timecare review.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Associate Degree in Finance, Business Administration, or a related field preferred
• 3-5 years of experience in collections, accounts receivable, or a related field required
• 1-2 years of supervisory or team leadership experience preferred

Knowledge, Skills and Abilities

• Strong understanding of collections processes, regulations, and compliance standards.
• Proficiency in collections software and financial systems.
• Excellent communication and interpersonal skills to interact with team members, clients, and stakeholders effectively.
• Strong analytical and problem-solving skills with the ability to resolve complex issues.
• Demonstrated ability to lead, coach, and motivate a team to achieve performance goals.
• High level of attention to detail and organizational skills.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software.