Field Collections Supervisor

POSITION:  FIELD COLLECTIONS SUPERVISORDEPARTMENT: COLLECTIONS 

The Field Collections Supervisor will supervise the daily operations of the San Diego & Desert Cities Field Collectors and Collections Technicians. Is the first point of contact for Field Collectors staff when questions arise. Other duties include but are not limited to:  Handles escalated customer calls and complaints. Reviews, responds to, and completes all customer-related complaints in a timely manner. Reviews daily/weekly/monthly Key Indicator Reports (KIRs) to evaluate the quality and quantity of work performed by subordinates.  Provides appropriate performance feedback to influence positive performance. Ensures ongoing and effective communication within the department and with other departments, through regularly scheduled meetings (weekly meetings, daily quick huddles, etc.). Recommends improvements to existing policies and procedures and implements approved changes. Conducts field safety and vehicle inspections, ride-alongs, provides safety training and practices / enforces safety policies and procedures. Tracks attendance, vacation, commissions and payroll punch detail reports for Field Collections staff.  Works with manager to manage bad debt accounts.  Audits all bills from 3rd party vendors. May require travel to Desert Cities. Completes the following specialized functions: Reviews daily reports of accounts which have been written off and submitted to a collection agency to ensure accuracy of information. Places subscriber accounts on hold due to bankruptcy notices received by the Company. Audits collection agency invoices for accuracy before submitting to management for payment.

 

Qualified candidates must possess strong customer service skills. Must possess legible handwriting. Must possess effective negotiation skills. Must possess strong leadership skills including the ability to supervise, train, and motivate personnel. Strong human relations skills required.  Must be able to project a positive company image and interact professionally with coworkers, customers, and all levels of company management. Must understand the Fair Debt Collection Practices Act and Bankruptcy Law as it relates to Chapter 7 and Chapter 13. Must be able to maintain regular attendance and be able to work flexible hours including evenings and weekends. Must possess comprehensive knowledge of safety techniques and procedures. Ability to look up accounts in CSG, memo them and create work orders as needed. Must be able to identify training needs, prepare training materials and present information in a comprehensive manner. High school diploma or equivalent required. One year supervisory experience or proven leadership required. Minimum one year collections experience required.  Prefer 3-5 years. Computer input experience required (Excel, Word, Access, etc.). Customer service experience required, demonstrating ability to work with customers (either via telephone or in person).  Call center experience preferred. Working experience of CSG (ACSR and Brixton) is a plus. Must posses a valid California Driver License and safe driving history. Must possess good verbal communication skills. Strong interpersonal skills required. Must be able to project a positive company image, interact professionally with customers, subordinates, vendors and all levels of company management and maintain confidentially at all times. Create and edit correspondence, make presentations, read, analyze and interpret documents, including technical literature, and be able to respond to common inquiries and complaints from customers. Must possess good basic mathematical skills. Must be able to climb in excess of 20-foot poles utilizing gaffs, ladders and steps and be recertified annually. Safely lift, carry and utilize 16’ and 32’ span ladders, up to 83 pounds, occasionally. Must meet and maintain company’s safe weight policy 325lbs. (Type I AA Ladders) or less.

 

Please apply at: http://www.timewarner.com/corp/careers/jobtools_us/search_jobdetail.html?partnerid=391&siteid=36&AReq=97607BR&Codes=NCBC

 

Reference: 97607/ BR

 Time Warner Cable is an Equal Opportunity Employer M/F/D/V