Supervisor, Credit and Collections

The Supervisor, Collections is responsible for overseeing the day-to-day activities of the collections and special billing teams. This role ensures timely and accurate execution of account receivables processes, handles escalated customer issues, and drives performance through mentorship, monitoring, and coaching. The ideal candidate is highly organized, proactive, customer-focused, and capable of managing multiple priorities while supporting team development.

• Supervise the daily operations of the collections and special billing teams, ensuring adherence to procedures, timely resolution of accounts, and quality of service.
• Manage team performance using KPIs, aging reviews, and scorecards; provide coaching and feedback to improve outcomes and reduce delinquency.
• Hire, train, evaluate, and, if necessary, discipline staff; foster a culture of accountability and development.
• Handle escalated collection and billing issues with a focus on customer service and resolution.
• Assist with implementation and refinement of billing and collections processes, including portal invoicing and system adoption.
• Coordinate with internal teams (Sales, Legal, Customer Success, etc.) to resolve account barriers and promote timely payments.
• Perform ad hoc assignments and special projects as directed by leadership

• Education:
  
  
  
  • High school diploma or GED required; Associate or Bachelor's degree preferred.
  
  
  
  
• Experience:
  
  
  
  • Minimum eight years of Commercial Collections and/or Billing experience.
  • Minimum of three years in a supervisory or lead role within A/R or Billing functions.
  
  
  
  
• Required Skills and Abilities:
  
  
  
  • Strong written and verbal communication.
  • Proven ability to mentor and lead a team.
  • Decision-making and problem-solving in a fast-paced environment.
  • Proficiency in Microsoft Office Suite and A/R software (SAP, GetPaid, Salesforce preferred)
  • High attention to detail, process orientation, and customer service mindset.
  
  
  
  
• Physical Requirements:
  
  
  
  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds occasionally (e.g., files, documents, small office equipment).
  • Ability to participate in virtual meetings and occasional in-person collaboration.
  • Work environment is primarily indoors in a climate-controlled office setting.
  • May require occasional travel (<5%) for team meetings, customer and or site visits.
  
  
  
  
• Work Environment:
  
  
  
  • This position operates in a professional office environment with the flexibility for hybrid or remote work, depending on business needs. The role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. Occasional in-person meetings or travel to branch locations may be required for collaboration, training, or performance reviews.
  
  
  
  
• Does this position have supervisory responsibility?
  
  
  
  • Directly supervises a team of up to 5-7 employees, including collectors and special billing specialists.