The collection supervisor manages a team of collectors, monitors customer feedback, prepares reports for senior management, and intercedes in challenging accounts. Good communication skills and knowledge of software are required.
A collection supervisor manages and directs the activities of a team of collectors, accountants, bookkeepers, and customer service representatives, and simultaneously supervises collection and customer service activities. It ensures collectors’ compliance with industry ethics and government guidelines. The team’s performance is monitored and evaluated by him, and he trains new employees in collection procedures.
In addition to overseeing collection department staff, the collection supervisor tracks customer feedback through analysis of incoming letters, emails and phone calls and the analytical data collected by external reporting agencies. It identifies errors or flaws in collection procedures and recommends solutions to increase collections on delinquent accounts, ensuring customer satisfaction and retention. Employees are encouraged to provide constructive feedback to help you implement better collection processes.
In addition to tracking collections and directing his team, the collections supervisor is responsible for preparing reports for senior management. These reports reflect customer complaints and satisfaction levels, and provide daily, weekly, or monthly analysis of collection data, along with goals and projected revenues. Reports can be requested in the form of spreadsheets, narratives, or a combination of the two. It may be necessary for the billing supervisor to present these reports orally, as well as present hard copies to various department managers and key accounts receivable personnel.
When an account presents challenges that cannot be adequately addressed by the collection team, the collection supervisor intercedes. He can interact and negotiate directly with the customer or simply review account activity and determine if it qualifies for a payment plan or would be better dismissed as a bad debt write-off. If an unusually large amount of money is at stake or the customer has a proven track record of economic recovery, the collections supervisor may seek assistance or advice from a senior manager.
Excellent oral and written communication skills are required to be an effective collection supervisor, as clear interactions between employees, customers and management are essential for the operation to be profitable and successful. The supervisor must also be skilled in dealing with different levels of management and staff to identify and resolve conflicts. Communication with external agencies may also be necessary to identify problems or special circumstances.
Along with well-developed people skills, a collection supervisor needs knowledge of basic software programs. He may also be required to learn company- or industry-specific accounting or billing software.
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