Collections Operations Supervisor

hace 2 semanas

San Francisco, Heredia, Costa Rica Equifax A tiempo completo

As a key operational leader, the Collections Operations Supervisor drives efficiency and innovation by overseeing a high-performing team dedicated to managing complex financial workflows. This role balances risk mitigation and compliance with a commitment to an enhanced customer experience, requiring a proactive problem-solver who can motivate staff in a fast-paced environment. By fostering cross-departmental collaboration, the Supervisor ensures that critical processes are executed seamlessly to meet the organization's broader financial goals.

What you'll do

  • Supervise the accurate and timely execution of Suspension, Contract Defaults, Reactivations, and Cancellation Processes across multiple business units (currently four, potential expansion), ensuring strict adherence to established policies and procedures.

  • Supervise collections tasks not directly related to direct collections activities including but not limited to account bankruptcies, credit clean-up processes, third party collections, contact info and purchase order updates. 

  • Oversee the Invoice Upload Process, act as the primary escalation point and provide hands-on assistance to team members for complex upload issues, ensuring timely resolution and data accuracy. Proactively identify opportunities and propose innovative solutions to continuously improve the efficiency and quality of the invoice upload process.

  • Participate actively in quality evaluations and audits of all supervised processes, ensuring high standards of execution quality, identifying root causes of errors, and proposing areas for continuous improvement.

  • Oversee the efficient assignation, review, and prioritization of all incoming tickets related to collections operations. Ensure cases are resolved accurately and within established (SLAs), driving team accountability for timely and correct issue resolution.

  • Conduct regular performance reviews, provide constructive feedback, and support the professional growth of team members.

  • Analyze trends and identify root causes of recurring issues, proposing solutions to improve efficiency and reduce errors.

What experience you need 

  • 2+ Years: Team Leadership / People Management.

  • 3+  years:  Working in Accounts Receivable, Billing, Collections or any other related area.

  • English: Advanced (B2+/C1).

  • Excel: Advanced ( Pivot Tables, complex formulas)

What could set you apart

  • Education: University degree in Business Administration, Finance, Accounting, or a related field of study.

  • Adaptability: Proven flexibility to successfully navigate and manage a diverse range of collections processes.

  • Interpersonal Excellence: Highly developed soft skills with a focus on professional communication, accountability, and a proactive approach to feedback.

  • Leadership: Demonstrated ability to provide inspirational leadership that motivates and empowers team members to excel.

  • Technical Proficiency: Extensive hands-on experience utilizing Salesforce and Oracle platforms to drive operational efficiency.

Primary Location:

CRI-Heredia

Function:

Function - Accounting

Schedule:

Full time

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