Collections Supervisor

About the role

The Collections Supervisor oversees a team of credit and collections staff, providing support to collections activities and working closely with billing attorneys and department leaders to maximize revenue realization and minimize receivable balances.

Responsibilities

• Supervise the daily activities of the credit and collections staff, ensuring collections procedures are followed and goals are achieved.
• Provide direction for staff to ensure timely and effective management of client collections.
• Oversee the daily administration of ARCS (Accounts Receivable Collections Software).
• Advises on approval of new matters in Admin Review (ICE) during client intake process.
• Provide back-up to Director of Collections as needed.
• Review status of delinquent accounts with collectors to identify potential issues.
• Develop and maintain positive relationships with clients through communication regarding outstanding balances or inquiries.
• Review client discrepancies and research them, then communicate corrections to clients.
• Proactively monitor accounts for pre-approved discounted payments and handle write-offs.
• Attend routine meetings with Director of Collections, CFO, Director of Billing, and billing attorneys.
• Weekly and monthly updates on escalated accounts and attorneys to Director of Collections.
• Implement new policies and procedures, recommend improvements, document training materials, and assist in staff training.
• Drive team to achieve monthly collection targets and goals.
• Assist Director with staff performance issues, provide coaching and counseling.
• Supervise a staff of collection coordinators in regard to attendance, workflow, and productivity.
• Onboard new collection staff and provide performance management feedback to Director.
• Train new collection staff on policies and procedures related to ebilled invoices.
• Participate in special projects as necessary.

Qualifications

• Bachelor’s degree in business, accounting or related field or equivalent work experience required.
• Minimum of seven years’ collections experience in a law firm or other professional services organization.
• Minimum of five years’ management experience.
• Experience with 3E, ARCS, and Billblast is preferred.
• Strong mathematical skills, attention to detail, and high level of accuracy are required.
• Strong organizational skills and ability to prioritize and multi-task are essential.
• Exceptional oral and written communications and client service skills are necessary.
• Professional and courteous communication with clients, attorneys, paralegals, and staff is mandatory.
• Ability to work independently and in a team environment is required.
• Good judgment and discretion are exercised in all situations.