Collections Supervisor

Description

GSM Outdoors is seeking a hands-on and results-driven Collections Supervisor to lead the day-to-day performance of our Accounts Receivable Collections team. This role is responsible for driving timely customer payments, maintaining strong customer relationships, improving collection processes, and ensuring the team takes a complete, end-to-end approach to managing assigned customer accounts.

The Collections Supervisor will serve as a key escalation point for customers and Collections Specialists, helping resolve complex account issues, payment application questions, deductions, claims, and outstanding balances. This is a highly hands-on leadership position requiring someone who is comfortable coaching and developing a team while also stepping in directly to manage accounts and resolve issues when additional support is needed.

The ideal candidate is analytical, organized, customer-focused, and proactive, with the ability to identify inefficiencies, develop solutions, create and maintain standard operating procedures, and continuously improve the collections' function.

The Collections Supervisor oversees the daily workflow, performance, and development of the AR Collections team while supporting customer satisfaction and timely cash collections. This position monitors assigned customer accounts from top to bottom, ensuring outstanding balances, claims, deductions, payment issues, and other account activity are actively addressed.

The Collections Supervisor is responsible for reviewing AR aging, analyzing collection performance and trends, preparing management reports, conducting team coaching and evaluations, supporting training, developing process improvements and SOPs, and serving as the first escalation point for complex customer and collections matters.

This position also oversees the Statements Inbox and related requests assigned to the Collections team.

• Lead, train, coach, and develop the AR Collections team to improve performance and achieve department and company goals.
• Monitor daily and weekly team workflows and adjust priorities and assignments as needed.
• Ensure Collections Specialists are actively working their assigned customer accounts from top to bottom, addressing all outstanding account activity.
• Conduct regular one-on-one meetings with team members to discuss performance, roadblocks, priorities, development opportunities, and areas of focus.
• Provide timely coaching and performance feedback.
• Conduct employee evaluations on a bi-monthly basis and provide ongoing performance guidance.
• Hold team members accountable for established goals, performance expectations, and departmental processes.
• Identify training needs and develop or coordinate training to address knowledge and performance gaps.
• Step in and actively manage collection activities when team members are absent or positions are vacant.
• Ensure the team effectively utilizes time, resources, and available tools.

• Monitor the AR portfolio and ensure collection activities are prioritized based on aging, customer risk, payment history, and business needs.
• Review 30-, 60-, and 90+ day aging buckets regularly and ensure appropriate follow-up is completed.
• Address accounts that are more than 30 days outstanding and communicate significant issues to appropriate business unit leaders.
• Research past-due accounts and provide guidance to Collections Specialists on complex balances and collection strategies.
• Serve as the first escalation point for customer and Collections Specialist questions related to claims, collections, payment terms, account balances, and payment compliance.
• Review customer accounts holistically to ensure all outstanding issues are identified and addressed.
• Communicate identified high-risk accounts and collection concerns to management as appropriate.
• Support resolution of customer payment application issues and account discrepancies.
• Assist with deductions, claims, and customer portal issues as needed.
• Maintain a customer-service mindset while ensuring customers remain compliant with established payment terms.

• Prepare bi-monthly AR aging reports for the Collections team.
• Prepare daily, weekly, and monthly collection reports for management and senior leadership.
• Present collection reporting and performance results as required.
• Analyze collection reports and key performance metrics to identify trends, strengths,…