Accounts Receivable Supervisor

The Opportunity

The AR Collections Supervisor plays a critical front-line leadership role within Encore's collections function, directly overseeing a pod of AR Collectors and ensuring daily execution of collections activity across a high-volume, decentralized customer base. Reporting to the AR Collections Manager, this role is responsible for coaching collectors, driving pod-level performance against DSO and aged AR targets, and ensuring consistent adherence to collections workflows and escalation procedures. This is a hands-on leadership role for a detail-oriented collections professional who is ready to take the next step into people management, or an experienced supervisor looking to make an immediate impact on a growing AR team.

Key Responsibilities

• Team Leadership & Development
  • Directly supervise a pod of AR Collectors, providing daily coaching, direction, and accountability.
  • Conduct regular one-on-ones, call/account reviews, and performance check-ins with each collector on the pod.
  • Model best-practice collections behavior, including call handling, negotiation, and documentation standards.
  • Support onboarding and training of new and temporary collectors, ensuring readiness to work assigned portfolios.
  • Foster a culture of urgency, accountability, and teamwork within the pod.
• Collections Performance & Execution
  • Own day-to-day collections execution for the pod's assigned customer portfolio, including aged AR reduction and DSO improvement.
  • Monitor daily and weekly collector activity (call volume, promise-to-pay follow-through, account touches) and course-correct as needed.
  • Review aging reports to identify high-balance and high-risk accounts, ensuring appropriate prioritization by the pod.
  • Escalate complex disputes, non-responsive accounts, and lien or agency referral candidates to the Collections Manager.
  • Compile and report pod-level KPIs and scorecards to the Collections Manager on a weekly and monthly basis.
• Process & Technology
  • Serve as a proficient day-to-day user of Esker, ensuring the pod follows the established collections workflows and cadences.
  • Flag process gaps, workflow breakdowns, or system issues to the Collections Manager and recommend improvements.
  • Partner with AR Operations to resolve billing accuracy issues, disputes, and customer portal questions affecting the pod's accounts.
  • Support rollout of new tools, scripts, or process changes within the pod.
• Customer Engagement & Dispute Resolution
  • Act as a first point of escalation for collector-level customer disputes before elevating to the AR Collections Manager.
  • Maintain a customer-first, relationship-conscious approach while holding firm on collections timelines.
  • Ensure all collector interactions, commitments, and dispute details are accurately documented in Esker.
• Reporting & Cross-Functional Collaboration
  • Prepare pod-level aging analysis and performance summaries for the Collections Manager.
  • Collaborate with branch operations and billing teams to help resolve root causes of non-payment.
  • Provide input to the Collections Manager on collector performance, staffing needs, and process improvement opportunities.

What You Bring To The Table

• 3+ years of experience in accounts receivable or collections, including some experience training, mentoring, or informally leading other collectors.
• Demonstrated track record of strong individual collections performance in a high-volume environment.
• Experience in a decentralized, multi-location, or field services business is a plus.
• Proficiency with collections management platforms (Esker experience a plus) and Microsoft Office Suite, particularly Excel.
• Strong organizational and analytical skills, with the ability to read AR aging reports and prioritize accordingly.
• Clear, professional communication skills with the ability to coach and motivate others.
• Ability to manage competing priorities in a fast-paced environment and maintain focus on high-impact accounts.

What Will Make You Stand Out?

• Associate or bachelor's degree in accounting, finance, business, or a related field preferred; equivalent experience considered.
• Prior experience as a team lead, supervisor, or senior collector with direct oversight of others' work.
• Experience in a PE-backed, metric-driven environment or a multi-site, decentralized operation.

Beyond the Paycheck

At Encore, we're all about creating a culture where success is celebrated. We recognize that our work makes people's lives safer, and we reward those who contribute to our growth. Here's what you can expect:

• Competitive Salary: Compensation commensurate with your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.
• Purpose-Driven Work Environment: We believe in working smarter, not harder. You'll be part of a culture that values results, and we empower our team to focus on impactful work.
• Flexible Dress Code: Upon joining, you'll receive branded Encore swag, and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we'll dress up when the situation calls for it.
• People-Focused Culture: We know our greatest strength is our people. That's why we've built a culture that encourages experimentation, learning, and improving together. You'll have the space to share your ideas and help shape a company that is constantly growing.
• Tools for Success: Access to leading-edge web-based productivity tools.
• Health and Wellness: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.
• Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.
• Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind.