Collections Supervisor

Empower Brands•Marietta, GA

6d•Onsite

About The Position

The Collections Supervisor leads the day-to-day operations of the Accounts Receivable collections team across seven JAN-PRO commercial cleaning markets. This role is responsible for supervising a team of 5-6 AR Specialists, managing portfolio performance, ensuring timely resolution of past-due accounts, and maintaining billing portal compliance. The supervisor serves as the primary escalation point for collection disputes, coordinates cross-market coverage, and partners with the Manager of Collections & Liquidity Planning on KPI reporting, AR cleanup initiatives, and process improvement. This is a hands-on supervisory role and the successful candidate must be willing to make collection calls, work accounts directly, and lead by example in addition to managing the team.

Requirements

5+ years of accounts receivable or collections experience in a B2B commercial environment
2+ years of supervisory experience directly managing AR collectors or a collections team
Experience with Sage Intacct strongly preferred; experience with other ERP systems (SAP, Oracle, NetSuite) considered
Demonstrated ability to reduce DSO, improve collection efficiency, and manage team performance through KPIs
Proficiency in Microsoft Excel including pivot tables, VLOOKUP, and data analysis
Strong communication skills for customer-facing escalation calls and internal coordination with Operations and Finance leadership
Experience in a multi-entity, multi-market environment preferred

Nice To Haves

Experience with customer billing portals (Coupa, Ariba, or similar)
Background in commercial cleaning, facilities management, janitorial services, or franchise operations
Experience in a private equity-backed or high-growth environment
Familiarity with AR cleanup or remediation projects involving large volumes of aged receivables
Knowledge of bankruptcy procedures as they relate to accounts receivable

Responsibilities

Supervise 5-6 AR collectors handling $15M+ in receivables across 7 markets
Conduct weekly one-on-one meetings with each collector to review portfolio progress
Monitor individual and team KPIs: DSO, collection efficiency, past-due percentage, contact rate, promise-to-pay conversion, and clean account percentage
Provide coaching, training, and development for collectors including new hire onboarding
Manage cross-training assignments to ensure market coverage during absences
Conduct performance reviews and address underperformance directly
Serve as the escalation point for complex collection issues, customer disputes, and high-balance accounts
Review and approve write-off recommendations per company authorization thresholds
Ensure all collection activity is documented in Sage Intacct with proper follow-up dates, notes, and reason codes
Monitor the AR aging report daily and ensure no account sits untouched beyond 14 days
Coordinate with Operations and Regional Directors on service-related disputes affecting collections
Oversee portal invoice submission compliance across all customer portals (Coupa, Ariba, Oracle, Tipalti, Real Page, Service Channel, and others)
Manage special billing situations including custom invoices, master billing, and late billers
Support the monthly billing cycle as needed including billing log review, invoice verification, and error resolution
Act as backup for the Manager on billing execution when required
Contribute to weekly and monthly AR reporting for executive leadership
Participate in the AR cleanup project, classify and resolve aged receivables using established reason codes
Identify process gaps and recommend improvements to collection workflows, documentation standards, and team efficiency