Collection Agent Supervisor

Introduction

This is a special appointment position that serves at the pleasure of the appointing authority.

This position is responsible for the overall operation of the Largo CCU Satellite Office. This includes but is not limited to communicating with the Satellite Office Manager regarding personnel and operational issues as required; reviewing and submitting accurate timesheets for Collection Agents and Fiscal Account Clerks; maintaining control of overtime; supervising Collection Agents and Fiscal Account Clerks when providing customer service and processing payments transactions for individuals visiting the CCU Largo office.

This position may also be required to assist Collection Agents and Fiscal Account Clerks with daily tasks to reduce long wait times. The Supervisor serves as a liaison between CCU and the MVA. Responsible for working closely with the Motor Vehicle Administration’s Insurance Compliance Division (ICD) to resolve debtor account issues. This also includes communicating with ICD and the Satellite Office Manager to quickly resolve matters relating to debt referrals and adjustments.

Also, when necessary, this position may testify in court as a CCU witness.

This is a special appointment position that serves at the pleasure of the appointing authority.

• Responsible for supervising fiscal account clerks and collection agents assigned to the Largo satellite office. This includes training employees, ensuring that the workload is adequately shared, reviewing payment agreement contracts for accuracy and timely input into the RPCS system (Debt Manager). Recommends selection, promotion and termination of employees. Assists collection agents in complex cases that they can’t resolve independently or where the debtor has asked for a supervisor.
• Acts as a collector to ensure that debtor wait times are not excessive and to maintain control of overtime.
• Responsible for communication with Satellite Office Manager regarding personnel and operational matters to include submitting timesheets, leave documentation, and monthly performance reports. Explains policies and directives form management to satellite staff. Submits completed payment agreement contract to Headquarters, as required.
• When necessary, this position may testify in court as a state witness, prepare accounts for legal action, skip trace debtors for valid addresses, request refunds and submit accounts for abatement, handle incoming calls or calls transferred to support staff, contact debtors when voluntary payments are not made.
• Responsible for working closely with the Largo Motor Vehicle Administration’s Insurance Compliance Division (ICD) to resolve debtor account issues. This includes communicating with ICD and the Satellite Office Manager to quickly resolve matters relating to walk-in debt referrals and adjustments.
• Responsible for the daily closeout of the fiscal account clerk cash drawers, verifying the amount to be deposited, investigating any discrepancies and immediately reporting any unresolved discrepancies.

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Four years of supervisory experience.

• Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
• Candidates may substitute the possession of a Bachelor’s degree from an accredited college or university for the required experience.
• Candidates may substitute the possession of a Master’s degree from an accredited college or university for the required experience.
• Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on.

Four (4) years customer service experience and three (3) years debt collection experience are preferred.