Collections Manager

Capital Waste Services LLC•Columbia, SC

About The Position

Capital Waste Services is a leading provider of waste management services throughout South Carolina, Tennessee, Georgia, Virginia, and Florida areas. We are committed to providing superior customer service with our emphasis on integrity, reliability and cleanliness. We invest in our community, our customers and our employees by providing access to state-of-the-art systems and processes, and the best leadership in the business! Position Summary The Collections Manager is responsible for leading and managing the day-to-day collections function to ensure timely recovery of outstanding receivables while maintaining professional customer relationships. This role oversees a team of four collectors, establishes clear priorities by aging bucket, enforces policies, and drives measurable improvements in DSO, cash flow, and dispute resolution. This is a hands-on leadership role requiring strong coaching, accountability, and cross-functional coordination with Billing, Sales, Operations, and Legal.

Requirements

5+ years of experience in Accounts Receivable or Collections
2+ years of people management experience
Proven ability to manage competing priorities and meet collection targets
Strong understanding of aging buckets, disputes, and escalation strategies
Excellent communication, negotiation, and conflict-resolution skills
Experience working with ERP systems and AR reporting
High level of professionalism, integrity, and accountability

Nice To Haves

Experience in B2B collections
Experience working in multi-location or high-volume environments
Familiarity with legal collections and third-party agencies
Experience in waste, logistics, utilities, or service-based industries

Responsibilities

Directly manage, coach, and develop a team of 4 Collections Specialists
Set clear performance expectations, goals, and KPIs for each team member
Conduct regular 1:1 meetings, performance reviews, and coaching sessions
Ensure consistent application of collection policies and escalation standards
Address performance gaps promptly through training, corrective action, or PIPs as needed
Oversee daily collection activities across all assigned accounts
Assign and monitor accounts by aging bucket (current, 1–30, 31–60, 61–90, 90+)
Ensure timely follow-up on past due balances via phone, email, and written correspondence
Drive resolution of disputes in coordination with Billing and Operations
Recommend accounts for credit hold, service suspension, collections agency, or legal action
Approve payment plans in accordance with company policy
Monitor and report on key metrics including:
Days Sales Outstanding (DSO)
Past due percentages by aging bucket
Cash collected vs. targets
Dispute volumes and resolution timelines
Prepare regular reporting for executive leadership
Identify trends, risks, and opportunities to improve collection effectiveness
Ensure accurate and timely documentation of collection activity in the ERP system
Partner closely with:
Billing to resolve invoice accuracy issues
Sales on customer escalations and account risk
Operations when service or contract issues impact payment
Legal and 3rd-party agencies on escalated accounts
Participate in regular collections and AR review meetings
Ensure a consistent, professional customer experience while protecting company interests
Enforce company AR and collections policies consistently
Ensure compliance with applicable laws and regulations (FDCPA, contract terms, etc.)
Identify and implement process improvements to increase efficiency and reduce delinquency
Assist with write-off recommendations and documentation
Support audit requests related to AR and collections