Collections Supervisor

State of Oklahoma • Oklahoma City, OK

2d • Onsite

About The Position

The Collections Supervisor plays a critical role within the Oklahoma Tax Commission (OTC), leading and developing teams responsible for collections, compliance, and taxpayer account resolution activities. This position is responsible for creating a high-performing, accountable, and service-oriented work environment while overseeing daily operations related to revenue recovery, payment plan administration, administering garnishments, compliance enforcement, and taxpayer account management. The supervisor is expected to drive operational effectiveness through employee coaching, process improvement, collaboration, and data-informed decision-making.

Requirements

• A bachelor’s degree in accounting, finance, business, or public administration; or a related field
• Four (4) years of professional experience in auditing, collections, compliance, taxation and revenue, customer service, finance, business administration, or similar field
• OR an equivalent combination of education and experience
• In addition, candidates must have one (1) year of supervisory/leadership experience, which may not be substituted with education or an equivalent combination of education and experience
• Extensive receivable management, revenue recovery principles, and tax collection enforcement practices
• Collection principles, practices, and procedures related to compliance enforcement and taxpayer account resolution
• Supervisor principles and practices, including employee development, performance management, and operational oversight
• Leadership concepts and process improvement strategies to enhance operations effectiveness and division performance
• Operational reporting, productivity tracking, performance measurement, and workflow management concepts
• State and federal laws, regulations, and legislative impacts related to tax administration, collections, and assigned agency programs
• Agency policies, procedures, rules, and customer service expectations
• Modern office methods, automated systems, and computer technology related to accounting, collections, and inventory management systems
• Customer service principles, conflict resolution techniques, and de-escalation strategies
• Leadership, supervision, coaching, and employee development
• Communication, both verbal and written
• Critical thinking, analytics reasoning, and problem solving
• Reviewing, interpreting, and analyzing data to support operational decisions and process improvements
• Time management, organization, prioritization, and workflow coordination
• Interpersonal communication and collaboration with employees, leadership, taxpayers, vendors, and external partners
• Negotiation, conflict resolution and handling difficult customer interactions
• Proficient use of Microsoft Office Suite, desktop tools, automated systems, and data entry application
• Lead, motivate, and develop employees while maintaining accountability and operational standards
• Analyze account activity, operational trends, and performance data to support collection strategies and business decisions
• Interpret and apply laws, regulations, policies, procedures, and agency guidelines
• Effectively manage multiple priorities and deadlines in a fast-paced environment
• Establish and maintain effective working relations with employees, leadership, taxpayers, vendors, and external partners
• Handle difficult, sensitive, or high-conflict situations professionally while exercising sound judgment and appropriate de-escalation techniques
• Review and analyze tax records, account activity, and business practices to support compliance and enforcement efforts
• Prepare reports, recommendations, summaries, and operational documentation
• Utilize computers and automated systems to review, analyze, calculate, and monitor tax liabilities and collection activities
• Exercise independent judgment, make sound decisions, and composure in challenging situations
• Demonstrate innovation, creativity, and continuous improvement in meeting operational and customer service needs
• Read, interpret, and apply complex rules, regulations, policies, and procedures
• Ability to sit and stand for extended periods of time. Exhibit manual dexterity and hand-eye coordination to operate a computer, keyboard, photocopier, telephone, calculator and other office equipment. Ability to see and read a computer screen and printed material with or without vision aids. Ability to hear and understand speech at normal levels, with or without aids. Ability to communicate clearly. Physical ability to lift up to 15 pounds, to bend, stoop, climb stairs, walk and reach. Duties are normally performed in an office environment with a moderate noise level.

Nice To Haves

• Five (5) or more years of professional experience in auditing, collections, compliance, taxation and revenue, business administration, or similar field
• Certified Public Accountant (CPA)
• Two (2) or more years of supervisory/leadership experience
• Previous tax or government knowledge

Responsibilities

• Provide leadership and supervision to one or more Collections Division sections, ensuring operations align with agency goals, revenue recovery strategies, compliance enforcement requirements, and operational expectations.
• Oversee daily collections and compliance operations by monitoring workloads, productivity, quality and performance metrics in order to meet division goals, service standards, and revenue recovery objectives.
• May oversee specialized collection, compliance, enforcement, or operations functions within the Collections Division, which may include: Administrative Hearing processes for Oklahoma business that are out of compliance with tax obligations.
• Professional License & State Employee Compliance programs to ensure compliance with applicable Oklahoma tax laws.
• Administrative wage garnishment processes and enforcement activities.
• Field collection and enforcement activities related to the collection of business taxes and enforcement of tax laws, which may include new business education and outreach, compliance verification activities, field investigations, statutory enforcement actions, and tobacco-related inspection and enforcement efforts.
• Oversight and monitoring of Outside Collection Agencies (OCAs), including: Monitoring daily activity and vendor performance to ensure compliance with contractual obligations, agency expectations, and operations standards.
• Preparing monthly apportionment, reconciliation, and invoicing reports related to OCA activity.
• Participating in procurement activities, including development and review of Requests for Proposals (RFPs), bids, contracts, and related vendor documentation.
• Develop and promote a culture of continuous improvement through process evaluation, workflow analysis, and implementation of operational and system enhancements.
• Lead, coach, and develop employees through mentoring, performance management, accountability, and ongoing support while fostering a collaborative, customer-focused, and continuously improving team environment.
• Provide guidance and support to staff on complex taxpayer accounts, escalated collection matters, compliance issues, and difficult customer interactions.
• Administer applicable laws, regulations, policies, procedures, financial controls, and revenue recovery and enforcement practices.
• Conduct quality assurance reviews, evaluates operations trends and performance metrics, and identifies opportunities to improve efficiency, consistency, and overall effectiveness.
• Develop, update, and maintain procedures, training materials, operational guidance, and workflow processes to support section operations and staff development.
• Utilize available data, reports, and systems to monitor key performance indicators, identify trends, support operational decision-making, and recommend collection and/or enforcement strategy adjustments.
• Collaborate with division and agency leadership, legal representatives, external agencies, vendors, and other divisions to support collection, compliance, and operations initiatives.
• Support implementation of new processes, technologies, workflows, and operation initiatives related to collections and compliance activities.
• Prepare reports, summaries, and operational updates regarding section performance, workload trends, compliance concerns, and recovery efforts.
• Appropriately address internal and external customer concerns while balancing business needs, compliance requirements, and collection objectives.
• Perform other duties and projects assigned.

Benefits

• Generous state-paid benefit allowance to help cover insurance premiums.
• A wide choice of insurance plans with no pre-existing condition exclusions or limitations.
• Flexible spending accounts for health care expenses and/or dependent care.
• A Retirement Savings Plan with a generous match.
• 15 days of paid vacation and 15 days of sick leave for full-time employees the first year.
• 11 paid holidays a year.
• Paid Maternity leave for eligible employees.
• Employee discounts with a variety of companies and venders.
• A Longevity Bonus for years of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager