Collections Supervisor

Key Responsibilities

• Lead, mentor, and develop the collections team to ensure high performance and continuous improvement.
• Set clear performance expectations and provide regular feedback to team members.
• Foster a positive and collaborative work environment that aligns with CPI’s core values.
• Ensure all collection activities are conducted in compliance with company policies, SOPs, and regulatory requirements.
• Regularly review and update collection policies and procedures to reflect best practices and regulatory changes.
• Conduct regular training sessions to keep the team updated on policies and procedures.
• Identify and address customer and employee friction points in the collections process.
• Develop and implement strategies to improve collections efficiency and customer satisfaction.
• Collaborate with other departments to resolve complex issues and streamline processes.
• Monitor and analyze collections performance metrics and KPIs.
• Prepare and present regular reports to senior management on collections activities, performance, and areas for improvement.
• Utilize data to drive decision-making and process improvements.
• Maintain positive relationships with customers to facilitate effective collections.
• Address escalated customer complaints and disputes in a timely and professional manner.
• Support team members in handling difficult situations and provide guidance on best practices.
• Ensure all collection activities are in line with legal and regulatory requirements.
• Manage risks associated with collections and implement measures to mitigate them.
• Conduct regular audits to ensure compliance with internal and external standards.

Qualifications

• Bachelor's degree in Business, Finance, or a related field.
• Experience in Salesforce and billing systems
• Contact center experience of 7+ years including dialer activity
• Proven experience in collections management, preferably in a security or service-oriented industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to enforce policies and procedures effectively.
• Strong problem-solving and analytical abilities.
• Knowledge of relevant laws and regulations governing collections.
• Proficiency in using collections software and CRM systems.