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Supervisor, Credit and Collections

Function: Finance
Location: Mississauga, ON SDO 1, Mississauga, Ontario CA
Date posted: 9/10/2019 12:06:35 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1101183
DescriptionThe Supervisor, Credit & Collections is responsible for implementing collections strategies and resolving account issues. A principal responsibility is prioritizing customer contact and obtaining full portfolio coverage through the use of collection strategies. The Supervisor will utilize various metrics and reports such as Days Sales Outstanding (DSO), Percent Current, and Accounts Over 90 Days Past Due to further drive collections strategies. The Supervisor should be able to coach the Credit & Collections Team Leads and Analysts in determining which issues should be escalated to the appropriate persons. The Supervisor must proactively work to mitigate delinquency risk through the use of systems, reporting and draw on knowledge of best practices in order to identify opportunities for improvement. The Supervisor will play a large role in acting as a liaison with other internal partners.
QualificationsPrimary Duties and Responsibilities:
  • Minimize Days Sales Outstanding (DSO), account balances over 90 days past due while increasing % current. 
  • Manage a team typically consisting of 1-2 Leads & up to 10-12 Analysts. 
  • Minimize bad debt write-offs 
  • Drive collections strategy and account priority through the use of Alpha and other systems resources. 
  • Promptly resolve billing issues. 
  • Focus on maintaining or improving the amount of on-account payments. 
  • Systematically assess portfolio risk by reviewing top accounts for risk. 
  • Resolve account issues with customers by working in partnership with other functional areas to ensure the timely issuance of credit memos, expediting proofs of delivery, documentation support and other account adjustments as necessary and appropriate.
  • Advise Analysts on how to efficiently use collections tools to contact customers and resolve issues. 
  • Escalate large collections issues appropriately. 
  • Work with customers, management and internal departments to determine alternative payment options when necessary. 
  • Actively monitor and document customers whose aging becomes severe and communicate to the National Credit Manager if necessary. 
  • Manage phone queues, call timing and other phone reporting measures. 
  • Assist National Credit Manager with recruitment of associates. 
  • Ensure compliance with accounting principles, Staples policies and Service Level 
  • Agreements (SLAs) for entire team. 
  • Review and manage performance goals with team members. 
  • Conduct regular evaluations of performance and evaluate against industry standards of speed, cost and recovery. 
  • Ensure delivery of business results by meeting or exceeding all SLAs. 
  • Ensure team members receive orientation and appropriate development opportunities. 
  • Ensure work team is adequately equipped to perform their duties and responsibilities. 
  • Provide regular and effective performance management to team members. 
  • Act as a coach to all members of the Credit & Collections team. 
  • Create and maintain a positive work environment. 
  • Promote strong collaborative relationships between the Credit & Collections team and all other Staples internal teams, especially Sales. 
  • Essential Skills Required:  
  • Previous experience in related position and enrolled in or completed C.C.P. Designation program. 
  • Excellent communication skills, both verbal and written. 
  • Superior problem solving, analytical and reconciliation skills. 
  • Demonstrated strength in negotiation and organizational skills. 
  • Effect time management skills with the ability to manage multiple priorities. 
  • Proficient computer skills with Word, Excel, and Outlook. 
  • Professional manner, customer care focus and strong interpersonal skills.

Staples is an equal opportunity employer and an accommodation will be provided during the hiring process if requested.

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