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Credit Collections Supervisor

3 months ago

Concord, Ontario, Canada Wyse Meter Solutions Inc. Full time
Wyse Meter Solutions Inc. provides turnkey submetering and utility expense management services to property managers, building owners and developers across Canada. Wyse is unique in its ability to provide energy consumption transparency and accountability to its customers.

Responsibilities

  • Manage and execute all daytoday activities of the Credit and Collections team
  • Measure efficiency and operational effectiveness by establishing key performance indicators, reporting against established metrics monthly
  • Continually monitor AR and delinquencies.
  • Generate ad hoc daily, weekly, and monthly reports on recovery of overdue receivables and other various collections metrics
  • Review reports and analyses to evaluate the quality and effectiveness of current policies, processes and procedures and make recommendations for improvements as needed
  • Drive continuous improvement initiatives and projects to improve efficiencies and drive down AR
  • Train, coach and evaluate employees to enhance their performance, development, and work output
  • Partner with Sales, Billing, Customer Service and Finance teams to understand their work and tools to manage the collections processes
  • Create and implement SOPs for standardization, regulatory compliance, and development of training materials for the team
  • Ensure processes are being adhered to and comply to the applicable regulations
  • Establish and maintain effective, cooperative, and professional, courteous working relationships with internal and external Customers
  • Liaise with external vendor(s) with coordination of disconnections & reconnections
  • Oversee relationship and processes with external collection agencies
  • Identify any issue and resolution along with its impacts and risks, escalate for higher level review, support and decision as needed
  • Directly perform all functions within the team on a regular basis
  • Perform other duties as assigned and required.

Qualifications

  • Minimum 23 years of team lead/management experience within a collection's environment
  • Business Administration Certificate or similar
  • Experience working with call center technology including but not limited to dialer technology, telephone monitoring software and Microsoft office products
  • Ability to motivate agents in a positive and productive manner
  • Knowledge of OEB Rules and Regulations and USMP Code is an asset
  • Highly motivated and works well under pressure
  • Knows how to establish work plans and efficiently allocate available resources