Main Purpose of the Role:

Responsible for managing a team of Collection Specialists to pursue payment collections to ensure all past due amounts are collected while preventing the aging of current balances. Responsible for oversight of all customer communications of assigned team(including dunning, refunds and statements) and dispute resolution to ensure all customer portfolios are in compliance with established payment and credit terms.

Main Tasks:

Ensure team members are contacting customers in an effective manner and with the required frequency

Ensure customer collection policies are followed

Ensure all customer contact is done in an efficient and professional manner

Utilize company “tools” to escalate action on delinquent accounts. Like Dunning, Credit Suspension and Cargo Hold

Communicate with Branch, Sales and Finance

Management as needed to escalate action on accounts

Dispute Resolution Provide oversight and assistance to facilitate timely resolution and payment

Escalate issues/problems to Dispute Management or other department

Reporting Produce and distribute daily, weekly and monthly reports as required

Reports provided as requested and required by Management

Oversee reporting of team – review as required to ensure quality

Training and Coaching Create and implement training processes for team for onboarding and continuing education on job functions

Create, monitor and continuously improve training manual for use by Collectors

Coordinate and perform one on one shadowing and feedback sessions

Identify and Resolve Customer Service issues

Bring CS problems to the attention of Management that

impact customer satisfaction and their ability to pay

Participate in resolving issues by working with other internal departments and/or other agencies

Review research and validation of credit balances on accounts

Identify, research and reconcile payment discrepancies or unapplied receipts

Encourage customer to utilize credits

Coordinate refunds and efforts to ensure payments come in correctly to proper account with correct name

Assist in vendor setup with filling out forms for Sales

• Minimum of five years of collections/AR/industry and/or related experience
• Experience in managing individuals in a collections environment
• Strong knowledge of commercial collections experience
• Experience in the Shipping Industry preferred
• Accounting software - SAP knowledge in FI/CO and MM modules (preferred)