Collections Supervisor (B2B Collections)

The B2B Collections Supervisor is responsible for overseeing day-to-day collection activities while maintaining an assigned portfolio of accounts. The Collections Supervisor will coach and develop team members, monitor performance metrics, manage receivables, research account issues, develop collection strategies, and drive timely collections while ensuring both individual and team KPIs are achieved.

This role requires a hands-on leader who can make a measurable impact on past-due portfolios by identifying trends, recommending solutions, and implementing effective collection strategies to improve cash flow and reduce aging balances.

This is an onsite role, Monday to Friday.

**Must have experience in B2B Collections.

ESSENTIAL JOB FUNCTIONS

• Supervise, coach, and develop a team of collections professionals.
• Manage and maintain an assigned portfolio of accounts, including collection efforts, customer communication, dispute resolution, and payment follow-up.
• Meet individual collection goals and key performance indicators (KPIs) while leading the team to achieve department objectives.
• Monitor team performance against established KPIs and provide coaching to drive results and continuous improvement.
• Research complex account issues, payment discrepancies, and customer concerns to facilitate timely resolution.
• Develop and implement collection strategies that improve cash flow and reduce delinquent receivables.
• Analyze aging reports and past-due portfolios to identify trends, root causes, and opportunities for improvement.
• Make a direct impact on portfolio performance by driving recovery efforts and reducing outstanding balances.
• Provide recommendations and strategic direction to management regarding collection initiatives, account resolution, and process improvements.
• Review aging reports and prioritize collection activities to maximize cash flow and reduce outstanding receivables.
• Conduct regular performance discussions and identify opportunities to improve productivity and collection effectiveness.
• Ensure compliance with company policies, procedures, and collection standards.
• Partner with internal departments to resolve billing, payment, and account issues.
• Analyze collection trends and identify opportunities for process improvement.
• Prepare and present collection performance reports and portfolio insights to management.
• Foster a positive, collaborative, and customer-focused work environment.
• Support continuous improvement initiatives to enhance operational efficiency.
• Other duties as assigned by Management.

ESSENTIAL SUPERVISORY RESPONSIBILITIES

• Carrying out all responsibilities in accordance with the company’s standards, policies, and all applicable employment laws.
• Following the policies and procedures listed in the handbook in addition to following all state and federal employment laws (FMLA, ADA, at will employment, etc.)
• Managing and monitoring workflow and providing support, training, and techniques to assist staff in achieving department daily/weekly/monthly goals and standards.
• Ensure that workload is distributed to employees and monitoring productivity to make sure goals are met. When necessary, step in and provide training or support to help employees achieve those goals
• Encouraging positive morale, maintaining harmony among staff, and resolving grievances when necessary.
• Being positive and ensuring others are positive as well. Address employee issues when necessary.
• Overseeing the completion and approval of employee timecards and coordinating overtime needs with management and staff as needed.
• Payroll responsibilities and monitoring overtime
• Actively participating in the department’s staffing requirements including hiring, onboarding, and separating of employees
• Recruiting and terminations
• In conjunction with management, creating and implementing plan to meet department’s goals and metrics based on workload and client needs.
• Responsible for coming up with productivity and metrics based on client needs
• Communicating change effectively and supporting those affected by change.
• Communicating all department/ client/ workload/ schedule changes and assisting those who are affected
• Supervising insubordinate staff when warranted and initiating coaching or corrective actions as required and/or directed by upper management.
• Address employee relations issues following the company’s progressive discipline process
• Evaluating staff needs and performance, providing periodic feedback to staff and reporting any performance concerns and/or recommendations growth opportunities to management.
• Performance and employee relations issues – monitor and address accordingly
• Actively participating and successfully conducting annual performance evaluations.
• Responsible for employee performance evaluations.

Education and/or Experience

• High school diploma or equivalent required.
• Previous experience in B2B collections and accounts receivable required.
• Prior supervisory or team leadership experience preferred.
• Experience developing collection strategies and driving improvements in portfolio performance.

QUALIFICATIONS

• Must demonstrate proven ability to manage a collections portfolio while balancing leadership responsibilities.
• Must have demonstrated success achieving individual and team collection KPIs and performance goals.
• Must have strong analytical and problem-solving skills with the ability to research issues, identify trends, and recommend solutions.
• Must demonstrate strong mathematical aptitude with the ability to add, subtract, multiply, and divide using whole numbers, decimals, fractions, rates, percentages, and time calculations.
• Must be proficient in multiple software applications, including Great Plains, Microsoft Word, Excel, Access, PowerPoint, and internet-based tools.
• Must have the ability to analyze aging reports, collection metrics, and financial data.
• Ability to follow instructions accurately and respond effectively to management direction.
• Demonstrated commitment to accuracy, quality, and continuous process improvement.
• Must possess strong organizational and time management skills, with the ability to work independently and prioritize competing responsibilities.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Proven ability to work collaboratively within a team environment while fostering a positive workplace culture.
• Must be able to remain focused and productive in a fast-paced environment with frequent interruptions and changing priorities.
• Must be able to work effectively under pressure and manage multiple priorities.
• Must be able to adapt to changing business needs, deadlines, and unexpected challenges.
• Must be committed to following all company policies, procedures, and compliance requirements