JOB SUMMARY

This position manages and oversees the collections function for all customer accounts other than GSA accounts and accounts handled by the Manager, Large Account Billing, Credit & Collections, ensuring that the Company's investment in such accounts receivable is protected while preserving and strengthening customer relations. This position oversees the collections and auto dialer systems, manages multiple employee shifts, and performs other duties as required. In addition, the incumbent assists in the development and maintenance of financial controls and control documentation and in developing policies and procedures as necessary for the effective and efficient operation of the location.

KEY JOB RESPONSIBILITIES

• Oversees collection efforts for approximately 20-25 thousand accounts, including goal-setting, metrics monitoring, and bankruptcies, credit hold and collection agency decisions. Monitors accounts' past due status and agings to determine any necessary collection, corrective or adjustment action. Personally involved in collection efforts for difficult situations and interacts with clients, company senior executives, and other individuals to determine proper course of action. Responsible for meeting assigned collection goals.
• Oversees Company collections and auto dialer systems, including security access, queue assignments, IT projects, etc.
• Resolves customer service issues related to collections for assigned accounts.
• Oversees credit card and EFT funds processing for assigned accounts as related to collections for delinquent accounts.
• Coordinates team response to IT initiatives as required, including requirement and specifications review, testing, and implementation requirements.
• Prepares monthly forecasts and variance analyses for expenses associated with assigned personnel.
• Facilitates preparation of annual budgets for managed resources.
• Communicates extensively with the field and management in performance of duties.
• Prepares monthly and periodic reports for senior management as required.
• Performs ad hoc reporting/research on an as needed basis for senior management.
• Audits local procedures and policies to ensure compliance with Company directives.
• Reviews, revises and documents policies and procedures, making improvements when necessary to streamline operations, create efficiencies, and improve internal controls.
• Conducts special research and/or projects as needed.
• Supervises approximately 27 FTE through 3 supervisors, including hiring, training, developing, coaching and, if necessary, counseling and progressive discipline.
• Determines the organizational structure and direction of responsibilities within the department.
• Ensures that resources are being deployed against high priority/high impact projects.
• Monitors performance of direct reports.   Provides prompt and objective coaching and counseling. Evaluates performance, effectively hires, promotes, terminates and disciplines all assigned personnel.
• Keeps staff at the highest level of skill necessary to meet Company needs and objectives. 

IDEAL CANDIDATES’ QUALIFICATIONS AND EXPERIENCE

• Bachelor degree in business, finance or a related field, or equivalent combination of education and experience
• Ten years or more of directly related management experience with a wide diversity of work situations and involving a high degree of complexity.
• A thorough knowledge of credit and collections, invoicing, accounts receivable and customer service principles, practices and regulations.
• NACM CCE certification preferred.
• Moderate financial modeling capability.
• Knowledge of automated billing and collections systems; PeopleSoft experience a plus.
• Ability to analyze financial data. Working knowledge of short and long term budgeting and forecasting, rolling budgets, and product-line profitability analysis.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
• Customer Service - Responds promptly to internal and external customer needs; Responds to requests for service and assistance; Meets commitments.
• Teamwork - Supports everyone's efforts to succeed.
• Business Acumen - Understands business implications of decisions.
• Ethics - Treats people with respect; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Judgment - Exhibits sound and accurate judgment.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
• Professionalism - Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
• Dependability - Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
• Must have excellent leadership, communication and customer service skills. Ability to lead in a fast-paced, growth-oriented team environment as well as manage multiple tasks.
• Must be able to work independently, prioritize workloads and adjust schedules accordingly.
• Must be able to plan, coordinate and direct the work of subordinate staff engaged in various clerical, technical and professional functions.