Overview The Supervisor position is responsible for managing a portfolio of key accounts and for managing daily collections activities including training, coaching, and monitoring performance of collectors involved in the processes of collections. The Supervisor will lead the team to achieve high performance and enhance the customer experience while maintaining a “get-it-done” attitude.
The Supervisor will be responsible for supervising a customer-focused collections team with an emphasis on meeting and exceeding the monthly and quarterly cash collection targets, the successful reduction of DSO and Bad Debt Write-offs, full A/R ownership of the assigned ledger, and achievement of both individual and team performance metrics.
Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned):
Mentor, develop, and be the voice of the members of the collections team.
Track the execution of credit/collections operations, and report regularly to senior leadership.
Work with leadership to effectively make decisions on people selection, appraisal, rewards, and development for a geographically-dispersed, multi-location workforce
Coach the team on an on-going basis relating to specific functional tasks
Collect on open balances on the assigned ledger, following the SolarWinds MSP Collection process with a focus of reducing DSO and maintaining Exceptional Customer Service.
Work with customer, sales and other internal departments to uncover and resolve disputes, collect past due amounts and ensure customer satisfaction.
Accurately and timely apply payments, credits and adjustments on assigned portfolios.
Recommend accounts for Legal/Agency actions, prepare and validate information and attain proper approvals.
Use and maintain NetSuite to manage data, disputes, email/phone correspondence, notes, etc. for assigned portfolio as well as all interaction with other customers.
Create reports necessary to reconcile accounts and to report to management the status of accounts including producing and analyzing aging reports and assigned ledger, as well as team metrics.
Process miscellaneous paperwork and update systems as required by policy and procedures.
Work directly with customers on issues that your team has escalated to you
Participate in meetings as required, including a monthly Collections review with the Manager and business segment AR reviews
Demonstrate strong leadership skills, effectively coach / counsel employees and work cross functionally across the organization
Facilitate and lead training at regular intervals for the Collections team.
Support additional projects and tasks related to Global Revenue Operations as they arise.
The selected incumbent, will be assigned on an (Evening Shift) Shift might either be 9pm or 10pm.
Qualifications
Bachelor’s degree in Business, Finance, Accounting, or related field required.
1-2 years managing the work of others and building and developing a team.
Advanced knowledge and understanding of billings, collections and credit processing.
Impeccable written and verbal communication skills required
At least 3-5 year’s commercial credit / collection experience in a high transaction environment is preferred.
Experience with a large customer base and high transaction volume
Ability to work in a fast-paced, open environment and with cross-functional teams.
Experience using ERP/accounting systems required: NetSuite, SFDC preferred.
Prior SaaS experience preferred.
COMPENTENCIES:
Self-management
Customer Focus
Taking Ownership and Responsibility
Leading and Developing Others
Managing Performance and Promoting Teamwork
Planning and Decision Making
Business & Commercial Focus
