Job Summary:
The Team Manager, Collections is a key member of the Support Services Group, responsible for leading and motivating a team of Collection Specialists to ensure timely and effective recovery of outstanding receivables. This role will oversee all aspects of the collection process, ensuring compliance with company policies and procedures. The ideal candidate is a highly motivated and results-oriented individual with proven experience in collections management and team leadership.
Key Responsibilities:
- Team Leadership:
- Lead, motivate, and develop a team of Collection Specialists, providing coaching, training, and performance management.
- Foster a positive and collaborative team environment that promotes high performance and employee engagement.
- Participate in the recruitment and onboarding of new team members.
- Collections Management:
- Implement and manage effective collection strategies and procedures to maximize recovery rates and minimize bad debt.
- Monitor and analyze collection data to identify trends and areas for improvement.
- Ensure compliance with all relevant policies and procedures related to collections.
- Collaborate with other departments, such as Sales, Finance, and Legal, to ensure seamless collection processes.
- Process Improvement:
- Continuously evaluate and improve existing collection processes to enhance efficiency, effectiveness, and customer satisfaction.
- Identify and implement technology solutions to streamline collection operations and improve data management.
- Stay abreast of industry best practices and emerging trends in collections management.
- Reporting and Analysis:
- Prepare and present regular reports on collection performance, including key metrics, trends, and insights.
- Analyze collection data to identify areas for improvement and make recommendations for action.
- Develop and implement strategies to minimize write-offs and bad debt.
- Customer Relations:
- Foster positive and professional relationships with customers throughout the collection process.
- Handle customer inquiries and complaints effectively and efficiently.
- Advocate for customers within the organization to ensure their needs are met.
Qualifications:
- Bachelor's degree in Business Administration, Finance, or a related field.
- 3+ years of experience in collections management, with a proven track record of success.
- Strong leadership skills, with experience in leading and developing teams.
- Excellent communication, interpersonal, and negotiation skills.
- Strong analytical and problem-solving skills.
- Proficient in Microsoft Office Suite and collection software.
- Ability to work independently and as part of a team.
- Ability to manage multiple priorities and meet deadlines.
- Strong work ethic and commitment to excellence.
Preferred Qualifications:
- Master's degree in Business Administration or a related field.
- Experience in the financial services industry.
- Certification in collections management.
- Experience with CRM and other collection management software.