Supervisor, Credit Services - Collections

The Home Depot • Atlanta, GA

1d • Onsite

About The Position

The Area Supervisor, Trade Credit Services is responsible for the processes associated with leading, coaching and managing an assigned credit & collections team for the Pro Trade Credit program. This includes but is not limited to, recruiting, hiring, training, and managing customer service associates to attain departmental objectives. The incumbent is entrusted with ensuring their respective team delivers high-quality customer interactions, sound judgmental underwriting decisions, efficient collections management activities, foster and sustain customer relationships, and actively contribute to the overall success and profitability of the Pro Trade Credit program. The ability to analyze, direct and solve multiple complex problems associated with information related to customer credit management, underwriting and other organizational needs is necessary to ensure accurate service levels are met while simultaneously meeting the financial goals of the organization. The Area Supervisor should be self-motivated and able to influence others to work as a team. The Area Supervisor must be able to effectively communicate verbally and in writing with all internal and external stakeholders.

Requirements

• Must be 18 years of age or older
• Must be legally permitted to be worked in the United States
• 4 years of work experience
• 1 year of leadership experience

Nice To Haves

• Working knowledge of Microsoft Office Suite
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to draw accurate conclusions from financial documentation
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills
• Consumer & Commercial Credit underwriting experience; An understanding and knowledge of the principles/disciplines of commercial underwriting and credit program administration.
• Strong analytical skills with experience transforming data into actionable information.
• Exhibited ability to work independently.
• A strong grasp of credit and customer service/call center management skills.
• Able to manage/coordinate customer servicing levels.
• Understands how to structure and manage staffing, manage collections and effective receivables management relative to operational structure and servicing needs.
• 1+ year of previous leadership experience strongly preferred.
• Track record of successfully managing and delivering multiple, simultaneous projects.
• Able to strategically analyze, define, and solve business problems and opportunities.
• Exhibited ability to work independently, and as part of a larger group of teams
• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Responsibilities

• Directly Leads and supervises day-to-day operations and activities of a team of Analysts and Sr. Analysts in order to achieve operational goals, including accurate and timely handling of customer transactions, judgmental credit underwriting, collections and disputes management, monitoring associate productivity and service levels for quality; ensuring proper associate training and development; leading by example in the execution of strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met.
• Identifies and analyzes operational escalations and provides guidance to direct reports for resolution; Serves as point of contact for transactions requiring advanced expertise (e.g., payment disputes, invoicing discrepancies) and/or discernment to resolve complex customer issues and ensure timely follow up and customer satisfaction.
• Supports the building and developing of an effective and high-performance team culture through motivating, training, coaching and development; provides hands on daily leadership to improve and maintain team performance and is directly responsible for performance management process (performance evaluations, mentoring, corrective action, hiring) for all direct reports.
• Maintains key performance metrics for individual direct reports, analyzes team results, troubleshoots operational problems, and completes team reports as required; Works with upper management to identify operational improvements, identify opportunities for process efficiencies and fosters cross-functional partnerships.

What This Job Offers

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