COLLECTIONS SUPERVISOR

JOB POSITION Collections Supervisor SUMMARY Supervises, organizes and directs cashiering and collections activities. Assists in the formation, administration, and interpretation of department policies, plans, and programs and applies them. Ensures that appropriate files and records are prepared and maintained. Supervises cashiering and collections activities such as inquiries/complaints from customers and ensures that these issues are resolved. Supervises delinquent collection activities. Prepares management reporting on a weekly/monthly basis. Develops and maintains procedure manuals and internal training material. Works directly with other staff within billing/customer service to coordinate activities. Drafts special correspondence to customers relating to actions taken on specific problems/general information. Other duties as assigned. Requires a bachelor’s degree in accounting, information systems, business or a related field plus three (3) or more years of experience in an automated customer service environment with supervisory experience, preferably in utilities. ESSENTIAL DUTIES AND RESPONSIBILITIES Oversees and directs work of assigned employees. Plans, directs and coordinates all activities of assigned areas. Assists in the formulation and administration of departmental policies, plans and programs. Takes active role or assures subordinate managers take active role in developing employees by establishing individual employee goals and objectives. Assures appropriate resources are available to obtain established goals and objectives. Assures department orientation and in‑service training programs are available to all employees. Recommends appointments and promotions within assigned area. Works with department manager and/or director in regards to dismissal of employees. Assures employee evaluations are complete and accurate and meet all requirements. Confers with department manager and/or director on problems encountered in assigned area. Drafts, maintains, interprets and applies procedures and policies related to staff and customers. Ensures that appropriate files and records are prepared and maintained. Ensures that all staff members are adequately trained to perform their respective duties and is responsible for continued staff development. Responsible for ensuring that cashiering is processed and balanced daily per the deposit procedure. Supervises cashiering and collections activities such as inquiries and complaints from customers via telephone, walk‑in, e‑mail and fax and ensures that these issues are resolved in a timely and professional manner. Supervises delinquent collection activities including disconnects for non‑payments, disconnects for broken payment agreements, return check processing, liens, judgments, debt set‑offs and account write‑off process. Responsible for management reporting on a weekly and monthly basis as requested. Conducts staff meetings on a regular basis to ensure that staff is well‑informed and has the opportunity to communicate issues. Develops and maintains procedure manuals and internal training material to aid staff development. Works directly with the Utility Billing Manager to coordinate all customer service and billing related activities. Works directly with the Customer Service Supervisor to coordinate all customer service activities. Works directly with the Billing Supervisor to coordinate all billing related activities. Drafts special correspondence to customers relating to actions taken on specific problems, general information, etc. for review by Utility Billing Manager. Performs special assignments as directed by the Utility Billing Manager. Assists in the interview and selection of new employees. Makes recommendations for operational improvements. Assists staff with unusual and more difficult problems dealing with customers and their accounts. Posts invoices for payment to the accounts payable system. Assists in testing of enhancements and new computer software of all software applications used within the department. Provides backup for any member of Collections in their absence or in high volume times. SUPERVISORY RESPONSIBILITIES Supervises assigned employees in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. QUALIFICATIONS Ability to direct and supervise personnel. Ability to develop, review and recommend processes and procedures for assigned area, identifying and discussing impact on assigned area, the division and the entire organization. Ability to think logically and analyze data. Ability to effectively present information to management, public groups, and/or employees as necessary. Ability to respond to inquiries or complaints from employees and customers orally or in writing as necessary. Ability to establish and maintain effective working relationships with co‑workers, employees, other Water Authority departments and the general public. Ability to represent assigned area in meetings attended. Ability to work with minimal supervision and negotiate and resolve conflict. Ability to analyze and solve difficult technical and administrative problems. Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, maps and procedure manuals. Ability to apply common sense understanding to carry out instructions furnished in writing, oral or diagram form. Ability to write reports, correspondences and procedure manuals in a clear concise manner. Ability to communicate technical concepts to technical and non‑technical audiences. Ability to work alone or in a team environment. Must possess and maintain a good work ethic concerning attendance, punctuality, positive attitude, meeting deadlines, being a team player and encouraging teamwork among employees. EDUCATION AND/OR EXPERIENCE Bachelor’s degree from an accredited college or university in accounting, information systems, business or other related field plus three (3) or more years of experience in an automated customer service environment and supervisory experience, preferably in utilities or equivalent combination of education and experience. CERTIFICATE, LICENSE, REGISTRATION REQUIREMENTS Must possess a valid Virginia driver’s license or have the ability to obtain one within 60 days of employment date. No more than six (6) demerit points on driving record if required to drive Water Authority vehicles. PHYSICAL DEMANDS OF THE JOB While performing the duties of this job, the employee is regularly required to walk, stand, and sit; use hands to finger, handle or feel; reach with hands and arms; talk and hear. Occasionally required to stoop, kneel, crouch, bend, climb, balance, crawl or reach overhead. Specific vision abilities required; repetitive movement using keyboard and/or office equipment is involved. Employee must be able to sit for an extended amount of time at a desk or workstation. Employee must regularly lift, carry and/or move up to 10 pounds and occasionally 45 pounds. Assistance is required on weight amounts above those listed. WORK ENVIRONMENT The noise level in the work environment is usually low. Employee is subject to normal work conditions as required in an office setting. Employee may occasionally be subject to exposure to moderate or high noise level, extreme outside weather conditions, uneven, steep, slippery terrain conditions, dusty conditions and wet and humid conditions. #J-18808-Ljbffr