Responsible for ongoing support and leadership of the collections operations. Supports the Manager in implementing the strategies and tactics utilized to collect on past due balances.
Works with individual collectors assigned to customer accounts to drive resolution.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Review individual portfolio detail and collections actions
Oversee aging performance and take corrective actions that drive cash recovery and improve aging
Handles escalated calls / accounts from internal and external customers.
Drive lead and motivate staff to maximize individual cash recoveries through daily discussions.
Daily monitoring of staff calls
Develop team to handle larger more complex customer segments
Assist with the hiring process
Further develop knowledge, skills and abilities through leadership
Daily auditing of A / R portfolio to ensure achieve monthly / quarterly / yearly departmental goals.
Reviews and approves suspend and lapse requests from staff*(*maintain process in Eagan until stable)
Review and approve cancellation and write-off requests from staff* (*maintain process in Eagan until stable)
Interacts with internal and external customers daily.
EDUCATION / EXPERIENCE :
Bachelor’s degree plus 6-8 years of experience OR Masters Degree with 4-6 years of experience required.
Degree preference in Finance, accounting, business or economics.
Prefer Master’s degree in related field.
Supervisory experience required.
REQUIRED KNOWLEDGE / SKILLS :
Strong verbal and written communication skills required. Solid English language skills are required.
Excellent ability to deal with difficult customer (internal & external) situations with a professional and resourceful manner for resolution.
Cultural sensitivity a must.
Excellent understanding of collections processes and regional practices
Strong PC skills, particularly Excel and Word
Strong learning aptitude and agility
Requires strong negotiation skills within prescribed guideline.
Highly motivated, task oriented and able to work independently in a fast-paced environment.
Ability to maintain confidentiality of sensitive information.
Deep knowledge of various Thomson Reuters businesses and products / services.
Proven ability to build teams team and manage people effectively
Deep knowledge of collections practices and ability to effectively teach, develop and train team on a broad variety of topics.
Proven skills managing portfolio with results that support
Considered an expert in collections process
Strong negotiation skills relating to customer payments. Strong communications skills to relate invoicing, products and billing charges to customers.
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