Supervisor, Collections

Lansing Board of Water & Light • Lansing, MI

17d • Onsite

About The Position

The Collections Supervisor is responsible for leading the day-to-day operations of the collections team, overseeing the recovery of overdue customer accounts, ensuring department efficiency and reporting accuracy, and performing various collections and accounting functions related to maintaining customer account records. This position requires a strong understanding of collection principles, excellent leadership skills, and the ability to work in a fast-paced, deadline-driven environment. This position includes direct supervision of employees and reports directly to the Manager of Collections & Customer Operations Support.

Requirements

• Bachelor's degree in business administration, finance, accounting, or a related field from an accredited college or university or an equivalent combination of education and experience.
• Minimum 5 years of leadership/supervisory experience or completion of BWL’s Emerging Leaders Program with minimum of 2 years of leadership/supervisory experience
• Minimum 5 years of collections experience.
• Minimum 5 years of customer service experience.
• Excellent written, oral, and interpersonal communication skills such as coaching, negotiation, and conflict management, and ability to effectively communicate with cross functional teams.
• Must have knowledge of and ensure adherence to collection and consumer laws and state and federal regulations, including the Fair Debt Collection Practices Act.
• Ability to handle complex customer inquiries, disputes, and escalate collections issues and negotiate settlements when necessary.
• Working knowledge of BWL Responsibility of Area (RA) budgeting systems.
• Possess and apply comprehensive knowledge of accounting and/or reporting analysis to complete complex assignments.
• Must be proficient with business software, e.g., Microsoft Office Suite including but not limited to Excel, Word, PowerPoint, SharePoint, and Teams.
• Ability to work cross-functionally with other departments to resolve issues and optimize collections processes.
• Ability to work with and troubleshoot directly with external vendors.
• Ability to work beyond the normal work week (i.e., 8 a.m. to 5 p.m., Monday through Friday) to meet essential deadlines.
• Possess strong leadership, analytical, organizational and time management skills to initiate and complete complex assignments independently.
• Must have a valid MI driver’s license with an acceptable driving record.

Nice To Haves

• Familiarity with UMAX or other enterprise CIS platforms.
• Collective Bargaining Agreement experience.
• Business Process Improvement Certification.
• ProSci (Organizational Change Management) Certification.
• Completion of BWL’s Emerging Leaders Program.
• Experience with a vertically integrated or multi-service utility.

Responsibilities

• Supervise and direct the activities and schedules of collections staff; make recommendations regarding hiring, discipline, termination, or advancement of employees.
• Plan, coordinate and oversee assignments and monitor progress; guide, train and develop employees in the accomplishment of their professional growth; evaluate staff performance.
• Establish and maintain effective working relationships with employees, vendors, customers, and the general public.
• Ensure department standards and procedures are used to perform basic accounting, bookkeeping, and collection functions related to maintaining customer account records on the Customer Information System (CIS).
• Review department processes and procedures to ensure they are followed and updated.
• Support regression and compliance testing, vendor management, technology upgrades, and adherence to Service Level Agreements (SLAs).
• Oversee the entire collections process in the CIS and coordinate daily workflow activities.
• Coach and mentor team members to support positive interpersonal relations and improve individual and team performance.
• Communicate with customers both verbally and in writing regarding overdue accounts, construct letters, memos and other internal and external correspondence related to collections.
• Create advanced spreadsheet applications for ad hoc financial reporting and data analysis.
• Prepare, analyze, maintain and submit reports related to collection activities, aged customer accounts and other financial data from CIS or other internal and external sources.
• Identify and resolve process gaps, recommend operational and process improvements, and contribute to the development of standardized procedures.
• Comply with all federal, state and company policies, procedures, and regulations.
• Support all organizational objectives including employee engagement and organizational change management.
• Provide expertise and support for all technology utilized for and related to collection activities.
• Participate in the on-call rotation to provide after-hours support to ensure continuous coverage for departmental needs.
• Interpret and apply BWL policies and work rules.
• Foster a culture of safety and compliance.
• Predictable and reliable attendance.
• Other duties as assigned by manager.

Benefits

• Competitive wages, employee development, and opportunity for professional growth.
• Robust time off benefits including vacation, free choice, sick leave, parental leave and 11 paid holidays.
• Comprehensive benefits package offered including medical, prescription, dental, life insurance, long-term disability, employee assistance program.
• Voluntary benefits including vision, supplemental and dependent life insurance, flexible spending, AFLAC options, LifeLock anti-theft, long term care, tuition reimbursement, and BWL's Home Purchase Plan – Forgivable $5,000 loan for purchase of a home in Lansing.
• Retirement programs including 401(a) Defined Contribution Plan (DC) (100% company paid up to 9.5 % of base salary for BU positions and up to 13% of base salary for NBU positions), 457 Deferred Compensation matches up to $2,500 per year.
• Post retirement benefits offered at the respective level of coverage, co-pays and health care premium, at the same level as active employees.
• Two fitness centers located on site open 24/7, work life balance program, employee assistance program, free parking and much more!

What This Job Offers

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