Collections Supervisor

Summary: Quill Corporation, part of Staples, Inc., is America's premier direct marketer of business products and has been serving schools, businesses, associations, institutions, and professional offices across the country since 1956. As you may already know, Staples recently opened a Shared Services Center in Columbia, South Carolina. This facility will also accommodate Quill's credit and accounts receivable operations, creating a number of exciting career opportunities for area professionals. A dynamic, multi-billion dollar global organization, Staples provides employees with everything they need for a successful, rewarding career. Take your career in a fresh, new direction with Staples and Quill! Operations Management Minimize Days Sales Outstanding (DSO), account balances over 75 days past due, and unapplied payments while increasing % current Minimize bad debt write-offs and maximize cash receipts while being sensitive to internal and external customers Drive collections strategy and account priority through the use of OIM and other system resources Promptly resolve account issues Systematically assess portfolio risk by reviewing top accounts for risk and payment process opportunities Resolve account differences with customers by working in partnership with other functional areas to ensure the timely issuance of credit memos, expediting proofs of delivery, documentation support, and other account adjustments as deemed necessary and appropriate Advise Collectors as to how to efficiently use collection tools to contact customers and resolve issues Escalate large collection issues appropriately Work with customers, management, and internal departments to determine alternative payment options when necessary Actively monitor and document customers whose aging becomes severe and communicate to Collections Manager if necessary Actively manage collection agency referrals and write-off concerns with each Collector and create analysis to determine the correct measures to take to resolve the account Work with the day to day external collection outsourcing and third party programs to ensure proper service levelsSupervisory Manage Collections staff of 8 SCC and 11 Regina Collectors, and 2 Support Manage phone queues and call timing Recruit, interview, and hire qualified staff members Ensure compliance with accounting principles, Staples policies Review and manage performance goals with team members Conduct regular evaluations of performance and evaluate against industry standards of speed, cost and recovery Ensure delivery of business results by meeting or exceeding all service level agreements Ensure team members receive orientation and appropriate development opportunities Ensure work team is adequately equipped to perform their duties and responsibilities Provide regular and effective performance management to team members Act as a coach to all members of the Collections team Manage employee retention Create and maintain a positive work environment Promote strong collaborative relationships between the Collections team and all other Quill internal teams, especially Accounts Receivable, Customer Service, and Sales Work with other Quill divisions to manage the entire workload if one division is having difficulty meeting their goalsTechnical Work with Collections group to optimize their use of OIM and manage collections strategy Teach and train Collections team to present and display account details in an clear and concise mannerRequirements:Bachelor Degree4 to 6 years experienceService Expertise Knowledge of credit and collections leading practices Ability to interpret account aging reports Confidence when in adversarial situations Superior understanding of Staples credit and collections processes Ability to assess a problem and promptly resolve or escalate it to Collections Manager Ability to coordinate with other internal teams to deliver seamless service to customers Ability to interact courteously with customers and ensure interactions are clear and direct Understanding of accounting processes Superior understanding of credit management processes Ability to manage credit management duties Ability to critically review and analyze collection Ability to recognize and research billing problems, and to identify component parts, causes and cost impact. Ability to identify and address concerns before they become problems, and to propose solutions to the concerns Superior ability to recognize the appropriate style, level of detail, and message for the audience Ability to invoke customer action through soliciting, evaluating and acting upon customer interactionSupervisory Expertise Ability to coach others in proper customer credit analysis Capable of being entrusted with “confidential” information Strong ability to negotiate and resolve issues/problems Strong dispute management skills Ability to build productive working relationships Strong ability to communicate both orally and in writing Ability to cooperate with team members and with Manager Ability to supervise consistent processing of Finance duties Ability to be flexible with Position duties and scope of workTechnical Expertise Ability to quickly understand and teach collections programs such as GetPaid Strong skills in the Microsoft Office Suite particularly MS Excel Ability to manipulate data and present it in a meaningful and concise manner Ability to understand and teach ERP system concepts