AR / Collections Supervisor

Oversee the daily operations of the AR Collections team, ensuring timely and accurate processing of all AR collections transactions. Drive service excellence, ensure adherence to SOPs and internal controls, and partner cross-functionally with property management, legal, and client support teams to resolve escalations and deliver outstanding service to communities served by FirstService Residential.

Responsibilities

• Team Leadership & Development
  • Supervise, coach, and develop a team of collections specialists to ensure daily and monthly deliverables are completed accurately and timely within established service levels.
  • Maintain staffing coverage and contingency plans to ensure on-time service delivery during periods of unexpected absences or transitions.
  • Assist the Manager with hiring, onboarding, performance evaluations, and personnel actions including promotions, disciplinary measures, and terminations.
  • Foster a culture of service excellence, accountability, and continuous improvement.
• Operational Oversight
  • Support end-to-end AR collections operations, ensuring operational consistency across the team.
  • Enforce standardized processes for onboarding and offboarding.
  • Monitor operational performance, identify inefficiencies, and recommend process improvements to enhance accuracy, timeliness, and automation.
  • Adhere to and enforce appropriate controls, reviews, and exception management processes for all collections activities.
• Collections Oversight
  • Oversee collections activities in accordance with governing documents and SOPs.
  • Monitor and support collection workflows, delinquency notices, attorney engagement processes, and escalation thresholds.
  • Support standardization and accuracy of attorney reporting, dashboards, and collection tracking.
• Accounts Receivable Support & Inquiry Management
  • Oversee AR collections inquiry management, ensuring consistent service levels, response times, and resolution quality.
  • Manage escalations, identifying root causes and implementing both immediate and long-term corrective actions.
  • Partner cross-functionally to improve customer experience, streamline inquiry workflows, and reduce repeat issues.
• Compliance & Internal Controls
  • Ensure all AR collections activities are in accordance with company policies and applicable statutory requirements.
  • Enforce appropriate segregation of duties and supervisory review procedures for all transactions.
  • Maintain awareness of regulatory changes and communicate updates to team; direct training as required.
  • Ensure accurate reconciliation and supervisory review of system postings, payments, and invoices.
• Performance Management & Process Improvement
  • Manage and monitor metrics to drive SLAs ensuring efficiency, productivity, accuracy, and customer service targets are met.
  • Maintain Standard Operating Procedures to drive uniformity, consistency, and accountability.
  • Identify process gaps and recommend improvements to enhance accuracy, timeliness, and scalability.
  • Ensure deadlines and SLA targets are consistently met; prioritize and delegate workload as needed.
  • Report on team performance, transaction volumes, and SLA results to the Manager.
• Cross-Functional Partnerships & Escalations
  • Support proactive partnerships with Accounts Receivable, Property Management, Community Managers, Client Reporting, and Client Relations teams.
  • Collaborate with legal partners and internal departments to resolve complex AR collections matters.
  • Develop and maintain strong relationships with third-party vendors to ensure proper coordination between systems.
• Supervisory Responsibilities
  • Directly supervise a team of collections specialists within the Accounts Receivable Shared Services team.
  • Ensure team members meet all service level expectations and escalate or resolve any performance issues with the Manager.
  • Responsible for building a strong team culture rooted in accountability, and supporting a scalable organization that can support client growth and retention.

Qualifications

• Associate's degree in Accounting, Finance, Business Administration, or a related field from an accredited college or university; Bachelor's degree preferred.
• Minimum of five (5) years of experience in Accounts Receivable, or equivalent combination of education and industry experience.
• Previous supervisory experience preferred.
• Experience in a shared services or property management environment a plus.

Skills

• Strong verbal and written communication skills.
• Demonstrates thoughtful leadership in creating efficiencies and process improvements.
• Detail-oriented with strong organizational and multi-tasking skills.
• Project management experience with a focus on process improvement.
• Strong proficiency in Microsoft Office including word processing, spreadsheet maintenance, database navigation, and record keeping.
• Ability to work with sensitive or confidential information.
• Ability to meet deadlines and work well under pressure.
• Ability to work in a team environment as well as independently and be self-driven.
• Critical thinking, financial acumen, problem solving, and decision-making abilities.

Physical Requirements & Working Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position works under usual office conditions.
• The employee is required to work at a personal computer as well as be on the phone for extended periods of time.
• Must be able to stand, sit, walk, and occasionally climb.
• The incumbent must be able to work extended and flexible hours and weekends as needed.
• Physical demands include ability to lift up to 30 lbs.

Tools & Equipment Used

• Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

Travel

Work involves no or minimal travel.

Pay

$70,304–75,000. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client’s property, the salary or wage will also be premised upon the client’s directive.

Benefits

• Medical, dental, and vision plans (full time and those working 30+ hours). Part time 20+ hours qualify for dental and vision.
• 401K match.
• Time off including vacation, sick, and company paid holidays.
• Pet insurance available.
• Tuition reimbursement.
• Legal services.
• Free emotional wellbeing and daily life assistance support for all associates.
• Domestic partner coverage.
• Health savings account.
• Flexible spending account.

About Us

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada. Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.