Collections Supervisor (Account Solutions)

About the role

The Collections Supervisor plays a critical role within the Oklahoma Tax Commission (OTC), leading and developing teams responsible for collections, compliance, and taxpayer account resolution activities.

Responsibilities

• Provide leadership and supervision to one or more Collections Division sections, ensuring operations align with agency goals, revenue recovery strategies, compliance enforcement requirements, and operational expectations.
• Oversee daily collections and compliance operations by monitoring workloads, productivity, quality and performance metrics in order to meet division goals, service standards, and revenue recovery objectives.
• Oversight and monitoring of Outside Collection Agencies (OCAs), including:
  • Making sure vendors comply with contractual obligations, agency expectations, and operations standards.
  • Preparing monthly apportionment, reconciliation, and invoicing reports related to OCA activity.
  • Participating in procurement activities, including development and review of Requests for Proposals (RFPs), bids, contracts, and related vendor documentation.
• Develop and promote a culture of continuous improvement through process evaluation, workflow analysis, and implementation of operational and system enhancements.
• Lead, coach, and develop employees through mentoring, performance management, accountability, and ongoing support while fostering a collaborative, customer-focused, and continuously improving team environment.
• Provide guidance and support to staff on complex taxpayer accounts, escalated collection matters, compliance issues, and difficult customer interactions.
• Administer applicable laws, regulations, policies, procedures, financial controls, and revenue recovery and enforcement practices.
• Conduct quality assurance reviews, evaluate operations trends and performance metrics, and identify opportunities to improve efficiency, consistency, and overall effectiveness.
• Develop, update, and maintain procedures, training materials, operational guidance, and workflow processes to support section operations and staff development.
• Utilize available data, reports, and systems to monitor key performance indicators, identify trends, support operational decision-making, and recommend collection and/or enforcement strategy adjustments.
• Collaborate with division and agency leadership, legal representatives, external agencies, vendors, and other divisions to support collection, compliance, and operations initiatives.
• Support implementation of new processes, technologies, workflows, and operation initiatives related to collections and compliance activities.
• Prepare reports, summaries, and operational updates regarding section performance, workload trends, compliance concerns, and recovery efforts.
• Adequately address internal and external customer concerns while balancing business needs, compliance requirements, and collection objectives.
• Perform other duties and projects assigned.

  Requirements

  • A bachelor’s degree in accounting, finance, business, or public administration; or a related field.
  • Four (4) years of professional experience in auditing, collections, compliance, taxation and revenue, customer service, finance, business administration, or similar field.
  • In addition, candidates must have one (1) year of supervisory/leadership experience, which may not be substituted with education or an equivalent combination of education and experience.
  • Five (5) or more years of professional experience in auditing, collections, compliance, taxation and revenue, business administration, or similar field.
  • Certified Public Accountant (CPA).
  • Two (2) or more years of supervisory/leadership experience.
  • Previous tax or government knowledge.

  Qualifications

  • Ability to sit and stand for extended periods of time.
  • Manual dexterity and hand-eye coordination to operate a computer, keyboard, photocopier, telephone, calculator and other office equipment.
  • Ability to see and read a computer screen and printed material with or without vision aids.
  • Ability to hear and understand speech at normal levels, with or without aids.
  • Ability to communicate clearly.
  • Physical ability to lift up to 15 pounds, to bend, stoop, climb stairs, walk and reach.

  Skills

  • Leadership, supervision, coaching, and employee development.
  • Communication, both verbal and written.
  • Critical thinking, analytics reasoning, and problem solving.
  • Reviewing, interpreting, and analyzing data to support operational decisions and process improvements.
  • Time management, organization, prioritization, and workflow coordination.
  • Interpersonal communication and collaboration with employees, leadership, taxpayers, vendors, and external partners.
  • Negotiation, conflict resolution and handling difficult customer interactions.
  • Proficient use of Microsoft Office Suite, desktop tools, automated systems, and data entry applications.

  Benefits

  The Oklahoma Tax Commission offers a competitive benefits package for all eligible employees, including:

  • A generous state-paid benefit allowance to help cover insurance premiums.
  • A wide choice of insurance plans with no pre-existing condition exclusions or limitations.
  • A Flexible Spending Account (FSA) for health care expenses and/or dependent care.
  • A Retirement Savings Plan with a generous match.
  • 15 days of paid vacation and 15 days of sick leave for full-time employees the first year.
  • 11 paid holidays a year.
  • Paid Maternity leave for eligible employees.
  • Employee discounts with a variety of companies and vendors.
  • A Longevity Bonus for years of service.