Location
Kingston, ON | Canada
Job description
COLLECTION SUPERVISOR
Purpose:
The purpose of this position is to effectively manage the daytoday operations of the Unit’s delinquent portfolio.
Required Education:
- Tertiary level education preferably a degree or diploma in a related subject.
Required Skills / Experience:
- Experience within a managerial/supervisory role is desirable.
- Experience working within a Collections department.
- Strong Customer Service skills.
- Excellent investigative and negotiation skills.
- Computer literate.
- High level of numeracy.
- Ability to communicate in both oral and written forms.
- Excellent interpersonal skills.
Required Personal Characteristics:
- Tactful and discreet.
- Ability to manage a demanding workload and meet deadlines.
- Positive attitude towards work.
- Ability to use initiative and work independently.
- Team player and team leader.
Duties And Responsibilities:
- Maintain a thorough knowledge of the company’s systems policies and procedures as related to Collections and Credit management.
- Monitor status code 1 and 2 accounts in arrears with a view to effective settlement.
- Ensure that the weekly/monthly/quarterly management reports are printed and actioned on a timely basis as per schedule.
- Ensure that customers receive service that exceeds their expectations.
- Assist in the training and development of Collections Officers.
- Monitor Collections Officers to ensure that they:
Action all accounts in Status Codes 1 & 2 with a view to effective settlement in line with company guidelines and collections targets
Update all accounts with reports and ensure appropriate action is taken according to collections procedure.
Prepare weekly checklist reports and Collections Officers’ performance reports following company guidelines.
- Liaise with Collections Supervisors regarding collection issues and issue performance letters.
- Support the Credit Supervisor by undertaking the daytoday management of the Collections Team.
- Assist the Credit Supervisor in the development and administration of collections strategies to maintain or improve the credit portfolio in line with the company’s strategic objectives.
- Make recommendations to the Credit Supervisor for:
Termination of collector contracts.
Disciplinary letters for staff who have failed to comply with the company’s arrears and credit guidelines.
Accounts to be written off or referred for legal action.
- Respond to upset and embarrassed customers with tact and patience.
- Encourage customers to make payments on a timely basis.
- Ensure customers understand their payment terms.
Key Performance Indicators
HP PORTFOLIO
- Percentage Good Accounts
- Percentage of New Accounts in Arrears
COLLECTIONS PROCESS
- Review all accounts allocated on CoSACS within one week of allocation and conduct effective followup action.
- Ensure Collections Officers complete their prints as assigned.
- Ensure performance records for Collections Officers are completed weekly.
- Conduct Monthly Team Meetings.
- Review accounts allocated to the Collections Officers to ensure effective followup.
- Action monthly No Movement for onemonth Cash Accounts with debit balances for Cross Roads Branch within two weeks.
- Monitor and offer administrative support to the other branches for the No Movement for onemonth Cash Accounts with debit balances prints.
STAFF DEVELOPMENT
- Complete annual performance appraisals for all direct reports
- Assist in the development of training programs for all direct reports.
CUSTOMER SERVICE STANDARDS
- Telephone Courtesy – answer phones within three rings regardless of whose desk it
- rings at (identify oneself when the phone is answered)
- Own the problem …. try to assist customers and persons from other departments (or find someone who can) resolve all credit/collectionsrelated matters that are. referred regardless of position or authority.
- Professional confidential and tactful handling of all customer contacts.
Job tags
Salary
