Supervisor, Account Collections

COMPANY OVERVIEW:
Waste Resource Management is an environmental services company based in Houston, TX, with rapidly growing operations in TX, CO, FL, and NV. 

WRM is known for having a commitment to innovation and sustainability. The safety of employees, communities, and the environment are placed ahead of all other priorities. The company is committed to building a culture that is focused on customer service, continuous improvement, respect, safety, compliance, and honesty. 

POSITION SUMMARY:
The Supervisor of Account Collections, under the direction of the Controller, is responsible for leading and managing a team of collection specialists to ensure the efficient recovery of outstanding receivables while maintaining positive customer relationships. This role oversees daily operations, monitors performance metrics, and implements strategies to improve collection effectiveness and reduce delinquency rates. The Supervisor ensures compliance with all relevant regulations and company policies, resolves escalated issues, and collaborates with internal departments to support overall financial health and customer satisfaction.

ESSENTIAL JOB FUNCTIONS:
•    Supervise and coordinate daily activities of the collections team to ensure timely and effective recovery of outstanding receivables.
•    Monitor team performance and provide coaching, training, and performance evaluations.
•    Assign and prioritize collection tasks to ensure appropriate follow-up on delinquent accounts.
•    Review aging reports and develop strategies to reduce days sales outstanding (DSO) and bad debt.
•    Handle escalated collection issues and negotiate payment plans or settlements with customers.
•    Ensure compliance with all applicable laws and regulations, including the Fair Debt Collection Practices Act (FDCPA).
•    Maintain accurate records of collection activities, customer interactions, and payment arrangements.
•    Collaborate with internal departments (e.g., Billing, Customer Service, Legal) to resolve account disputes.
•    Prepare and analyze collection performance reports and present findings to management.
•    Participate in hiring, onboarding, and training of new team members.
•    Recommend and implement process improvements to enhance efficiency and effectiveness.
•    Utilize collection software and CRM systems to manage accounts and track team productivity.
•    Ensure adherence to company policies, procedures, and service standards.
•    Other duties as assigned

SUPERVISORY RESPONSIBILITIES:
•    Directly supervises a team of collection specialists or agents.
•    Oversees daily workflow and ensures team members meet performance targets and service standards.
•    Conducts regular one-on-one meetings and team huddles to provide coaching, feedback, and support.
•    Participates in the recruitment, hiring, and onboarding of new staff.
•    Evaluates employee performance and conducts formal performance reviews.
•    Addresses disciplinary issues and enforces company policies and procedures.
•    Identifies training needs and coordinates ongoing development opportunities.
•    Promotes a positive and productive work environment that aligns with organizational values.

CERTIFICATIONS:
•    Certified Credit and Collection Professional (CCCP) – Preferred
•    Credit Business Associate (CBA) – Preferred
•    Credit Business Fellow (CBF) – Preferred
•    Certified Receivables Compliance Professional (CRCP) – Preferred
•    Certified Collection Specialist (CCS) – Preferred
•    Certified Financial Services Counselor (CFSC) – Preferred
•    Lean Six Sigma Yellow or Green Belt – Preferred
•    Microsoft Office Specialist (MOS) – Preferred

QUALIFICATIONS:
•    Associate’s or Bachelor’s degree in Business, Finance, or related field (preferred) plus 3+ years of experience in collections, with 1+ year in a supervisory role. A combination of education and/or experience may meet the minimum qualifications.
•    Strong knowledge of collections practices, laws, and regulations
•    Excellent communication, negotiation, and conflict resolution skills
•    Proficiency in Microsoft Office and collections software (e.g. Sage)
•    Strong analytical and decision-making abilities
•    Effective organizational and time management skills

EQUAL EMPLOYMENT:
We are an equal opportunity employer; committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability, or other basis protected by law.

WRM complies with the ADA and considers reasonable accommodation measures that may be necessary for eligible applicants/Employees to perform essential functions.