COLLECTIONS SUPERVISOR - 36000255

State of Florida • Tallahassee, FL

1d

About The Position

Under the direction of the Retailer Contracting Manager, this position is responsible for managing the Collections process and team. Position requires independent judgment and the performance of technical, analytical and customer service functions relating to collection of outstanding payments due the Lottery and management of financial risk.  Oversees and performs work related to the recovery of debt and the Lottery's Retailer CD/Bond program. This supervisory position is responsible for training, motivating, directing, and evaluating subordinates, as well as handling requests and inquiries from Lottery Retailers, Executive Managers, District Office personnel and other divisions within the Lottery. Leads by example, identifies opportunities to operate more efficiently and effectively, cultivates a collaborative work environment. Exhibits sound judgment regarding employee issues; knows when to take immediate action, consult management, and/ or Human Resources. Ensures employee performance issues are well documented, consistent, and defensible.

Requirements

• Knowledge and understanding of Retailers of Lottery Tickets, Section 24.112, Florida Statutes, and Lottery Retailer Rules.
• Knowledge and understanding of corporate/business structure.
• Knowledge of office procedures and practices.
• Knowledge and understanding of personnel policies and procedures.
• Knowledge of customer service techniques.
• Knowledge of automated business systems and applications.
• Knowledge of business bankruptcy filings and proceedings.
• Ability to maintain information of a confidential or proprietary nature.
• Ability to deal with the public in a tactful and courteous manner.
• Ability to utilize problem solving techniques.
• Ability to communicate effectively, clearly and accurately in writing and orally.
• Ability to efficiently perform data entry to various system applications.
• Ability to audit administrative documents for accuracy.
• Ability to plan, organize and coordinate work assignments.
• Ability to provide technical leadership and direction.
• Ability to read and interpret procedures and technical manuals.
• Ability to effectively utilize the internal office automation equipment.
• Ability to research, compile and analyze data for administrative decisions.
• Ability to work independently.
• Successful passing of a criminal background check (state, local, and national) is required.
• Maintains strict confidentiality of information learned while working with the Florida Lottery, whether learned through assigned duties or through working with other units.  The types of confidential information may include, but are not limited to, payroll information, budget matters, policy decisions, tax matters, employee disciplinary issues, and other personnel data.

Responsibilities

• Responsible for ensuring information pertaining to the Lottery’s Responsible Gaming program, including the No Underage Play and Play Within Your Means messaging, is disseminated to division/unit employees for use in daily operations and interactions with our retailers and players.
• Build, develop and manage the team to ensure the successful implementation of customer service strategies and effective customer relations.
• Supervises and evaluates the work of assigned staff. Effectively recommends work schedules, work assignments, disciplinary actions, and other personnel actions.
• Serves as a role model and leads others in the following areas: communication, team building, coaching and conflict resolution.
• Monitors and assesses individualized training plans for direct reports and other unit staff members.
• Actively engages each direct report in all aspects of the performance management process; and encourages employee self-evaluation as part of the evaluation process.
• Communicates priorities, goals, procedures, changes, and general information to employees, both individually and in meetings. Monitors and adjusts workload of section employees as required. Serves as back-up, performing employee job functions when necessary.
• Oversees and takes remedial action with delinquent retailers, including immediate suspension of ticket sales and retrieval of instant ticket inventory.
• Works with the General Counsel’s office on retailer bankruptcy notifications and works directly with outside counsel on retailer bankruptcy and collection efforts.
• Compiles data and provides analyses concerning retailer debt and risk factors, for management review.
• Monitors retailer bank sweeps, and associated changes in inventory levels and sales volumes.   Alerts Division of Security and Sales concerning retailer behavior that could lead to financial risk and/or jeopardize the integrity of the Lottery and its games.
• Communicates financial requirements to retailers. Oversees the preparation of related notifications and correspondence to District Office personnel and retailers, respectively.
• Supervises and performs retailer Financial Reviews and Lottery Credit Reviews.
• Approves CD/Bond requirements for Financial Review Retailers.
• Recommends retailer contract suspension/termination proceedings to the Retailer Contracting Manager and provides related documentation and correspondence.
• Monitors the collection process of returned Electronic Fund Transfers and participates in and oversees the production and distribution of related reports.
• Requests adjustments to Retailer Accounts as a result of application fees and collections efforts.
• Communicates with District Managers and District Office personnel concerning returned Electronic Fund Transfers, retailer suspensions and bank account re-sweeps.
• Ensures timeliness and accuracy of retailer bank account changes updated by Unit employees.
• Oversees the production and dissemination to retailers of Activity Statements, Settlement Reports, Returns Letters, and Demand Letters.
• Evaluates workflows and recommends methods for improving efficiencies related to the Collections process.
• Communicates with Retailers. Investigates and resolves retailer disputes as they relate to Lottery-owed debts, banking issues, and financial reviews.
• Oversees Certificate of Deposit/Bond Review process and recommends release or retention of CDs/bonds.
• Supervises the release and redemption of CD/Bonds posted by Retailers.
• Oversees and resolves matters relating to CD/Bond account closures and cancellations, respectively.
• Reviews and signs correspondence related to CD/Bond requirements for Retailers under Financial Review.
• Performs Security Management Review applications; notifies Communications Division of retailer locations that need removal from the Lottery’s website.
• Works with the Security Division and the Security Management Review committee to process applications with security and integrity issues.
• Maintains and updates the unit’s Continuity of Operation Plan (COOP). Plays a key role in COOP exercises and develops communication plans for retailers during a natural disaster or business interruption.
• Explains Lottery rules, policy, and procedure in responding to inquiries by retailers and Lottery District Office personnel.
• Reviews management reports to monitor the timeliness and accuracy of workflow processes.
• Reviews retailer information, including business and ownership structure and bank account information to ensure compliance with department criteria. Conducts research, resolves discrepancies and enters information into the Gaming System.
• Updates and maintains retailer files with required documentation.
• Participates in the development, evaluation, and implementation of policies and procedures for the unit and ensures that staff members follow policies and procedures.
• Serves as back-up to the Retailer Contracting Manager and Retailer Contract Supervisors on specific job duties and serves as primary and secondary back-up to Analysts within Retailer Contracting.
• Attendance is an essential function of this position.
• Performs other duties as required by management.

Benefits

• Approximately 97.5% of the premium for health insurance
• Individual (~$8/month) or Family (~$30/month)
• 100% of the premium for individual or family dental insurance
• 100% of the premium for basic life insurance
• Employer contributions to the Pension Plan or Investment Plan; contribution levels will vary based upon Pay Plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed