Account Resolution, Collections Supervisor

The Collections Supervisor is responsible for leading a team of in-house collectors.  Oversee collection efforts on all collector assigned accounts to ensure that the team meets collection targets, which also includes monitoring and management of 3^rd party collection relationship.

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

Collections Coordinators (number of employees can vary based on business needs) currently 6-12

Benefits

We understand that your role at DCLI is only part of who you are. Our comprehensive compensation and benefits package provide resources for you to be your best self, grow professionally and personally, and reach your full potential.

• 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

At DCLI, you’ll find that everyone – from your coworkers and managers to the senior leadership team – wants to see you succeed and there are opportunities available for you to develop in your current role and prepare to take that next step in your career:

• 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

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