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A collections supervisor manages a team of billing clerks who recover overdue payments from customers. They must ensure legal compliance and provide support for their team while addressing major billing issues and creating a positive work environment.
A collections supervisor works in the credit collection department of a company or a company that specializes in collecting overdue money from other companies. He or she oversees a team of billing clerks. The billing team attempts to recover amounts due from customers who purchased items on credit but did not pay the amount due on time. It is the responsibility of the collections supervisor to guide his team in collecting amounts owed, as well as upholding company policies and following the legal system.
Most billing agencies and departments that hire a billing supervisor want him or her to immediately address major billing issues. They expect the supervisor to ensure that the collection agents who report to him have the right tools to deal with customers and resolve overdue accounts. The collection process at the company’s credit bureaus usually begins by sending notices asking customers to pay the overdue amount.
While corporate collections departments may be more polite than agency employees when talking to delinquent customers over the phone, laws stipulate that collections officers must not harass people. It is within the legal right of companies and collection agencies to call and send letters to collect the money owed. Creditors always have the right to try to collect what they are owed, but they must follow strict laws and regulations. A collections supervisor must be up to date on all these limitations and ensure that the restrictions are closely followed by everyone who reports to him.
The size of a collections team that a collections supervisor is responsible for varies greatly. The supervisor must administer performance reviews and development opportunities for current staff, as well as conduct orientation meetings with new workers. Employee retention is an issue that employers who hire billing supervisors often want them to work on, as the billing industry has a high turnover rate. The billing supervisor generally must strive to create a positive and supportive work environment conducive to the retention of the billing team.
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