Collections Supervisor 2 CR

Education / Experience

Required: Bachelor’s Degree.

Minimum 2 years of professional experience in a similar industry, of which 1 year must be in positions of personnel supervision.

Summary of Duties and Responsibilities

• Responsible for leading a key process and managing segment of the team within the Collection area including the research and resolution of complex accounts. Ensure accurate reporting of balances and delinquencies.  Effectively interpret customer disposition and determine best collection approach and communications. Partners effectively with Cash Applications and Credit teams to identify agreed upon terms and key activities of customers.  Identifies need for write-offs or customer adjustments. Reviews and presents consolidated monthly and quarterly reporting.  Ensures continual process improvement and efficiencies, and superior service orientation internally and externally. Partners effectively with local and international finance, sales, tax and other cross functional teams. May mentor or train other staff.
• Lead and supervise team in administration of all collection activities 
• Plan, organize and define roles for teams to ensure that customer service expectations are met or exceeded
• Define and provide performance metrics (for process, customer, employee and financial value profiles)
• Partner with Customer Service and Master Data Quality teams to ensure accurate invoicing and minimize customer disputes
• Collaborate with the Cash Application and Dispute teams to ensure all customer communication regarding cash applications and disputes is shared promptly between Collections and these teams.
• Identify and present solutions for continuous process improvement
• Act as a key point of contact within the collection processes for external customers as needed 
• Prepare training materials and responsible for staff training and education
• Provide performance feedback and coaching to team members and participate in building high engagement
• Partner effectively with internal customer-facing teams, building strong relationships with both internal and external customers 
• Complete other duties and projects as assigned

Qualifications   

• Demonstrated leadership & ability to supervise, lead a team
• Customer Focus, Problem Solving, Process Improvement 
• Excellent verbal and written communication and interpersonal skills
• Facilitating Change and continuous process improvement
• High Volume Orientation

Skills, Specialized Knowledge:

• Financial Reporting, Free Zone Knowledge, SOX internal controls 
• Preferred: Oracle
• Microsoft Office
• C1 English language fluency