Collections Team Lead

Position Summary

The Collections Team Lead provides leadership and support to 5-7 collection associates with resolving overdue invoices and collection of payments from customers of DCC Propane. This role openly communicates with management, providing recommendations for the team while maintaining the collection efforts of assigned accounts.

Core Duties / Key Responsibilities

• Team Leadership:
  • Lead and support the collection team in their efforts to collect overdue balances.
  • Offer recommendations and direction to the collection team while monitoring aging data for accounts receivable and identify overdue balances.
  • Prepare and submit periodic reporting to management as requested.
  • Meet regularly with management to discuss account concerns.
• Collections Support:
  • Contact customers with overdue balances and attempt to collect entirely or negotiate a payment plan to collect in installments.
  • Utilize collection tools such as phone calls, emails, letters, third party placements and negotiations with debtors.
  • Document and maintain collection efforts with notes and reminders in the system.
  • Establish follow up contact to maintain pursuit of the collection efforts of accounts.
  • Escalate complex collection situations in excess of $15k to management.
  • Identify and escalate potential bad debt accounts to management.
  • Openly communicate with internal field associates and management to advise of balance and account status.
  • Provide invoices and statements to customers as needed.
  • Other similar duties as assigned.

Position Qualifications

Required Education: High school diploma/GED is required.

Required Work Experience: 5 years of office environment experience required. Knowledge of generally accepted account practices and principles. Prior cash processing experience preferred.

Required Knowledge/Skills/Abilities

• Microsoft Applications: Intermediate to advanced proficiency in Word, Excel, PowerPoint and Outlook.
• Additional Technology: Exceptional phone skills and computer literacy.
• Travel: Minimal travel required.
• Communication: Exceptional verbal and written communication skills required.
• Additional Requirements:
  • Must be able to work independently and effectively manage time.
  • Strong organizational and time management skills.
  • Strong written and verbal communication skills.
  • Attention to detail and proficiency with mathematics required.
  • Ability to follow verbal and written instructions.
  • Proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
  • Strong attention to detail and accuracy.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Customer service mindset with strong interpersonal skills.
  • Good problem solving and decision-making skills.
  • Ability to be a positive representative of the Company both internally and externally.
  • Ability to always work with respect and cooperation with fellow employees.

Physical/Working Requirements

• This position requires you to work from an office environment; after the training period, this role may become a hybrid position.
• Prolonged sitting at a desk and working on a computer.
• Must be able to position, transport, lift and/or move up to 20 pounds at a time.
• Communicate with and exchange information verbally and in writing.
• Move about in an office environment.
• The noise level in the work environment is usually moderate.

Scope

• Direct Reports: 5-7
• Total Organization Employees: ~900
• Total Organization States: 21
• Total Organization Regions: 4