Credit Supervisor; Remote

Overview

We believe in the power and joy of learning

At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Cengage Group’s portfolio of businesses supports student choice by providing a range of pathways that help learners achieve their goals and lead a choice-filled life.

Our culture values inclusion, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work.

We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see  .

Cengage Learning Management Services is a shared service center providing support and services for business units within Cengage Learning. Services and support include credit, collections and cash application functions for multiple business units.

• The Credit Supervisor oversees a team of business-to-business Credit Analysts providing direction and leading the activities of the staff, in conjunction with the Credit Manager. They will actively handle the Credit/Collections team and support team members' growth through training, mentoring, coaching, target setting and performance review by being responsible for day-to-day operations related to account collections & dispute issues. This role provides and ensures that a high level of internal/external customer service is maintained within the assigned area of responsibility.
  
  Additionally, this role will be tasked with supervising and resolving fraud issues by collaborating across departments to support accurate and timely outcomes.

• Candidates will have strong management and customer service skills, knowledge of SAP, and a track record of success in Accounts Receivable/Collections/Fraud Prevention. This role leads a small team and ensures internal controls are followed. It works with multiple departments to support accurate and timely collections on outstanding balances. It also helps resolve disputed issues quickly. The ideal candidate is detail-oriented, process-driven, and experienced in account collection functions in a dynamic environment.

• Supervise and work closely with Credit team members on a day-to-day basis to improve productivity, troubleshoot sophisticated issues, and provide direction relating to special circumstance inquiries.

• Provide ongoing training, support, and coaching to Credit personnel (both on and offshore) including preparing and communicating regular performance evaluations and annual reviews with colleagues.

• Prepare reports and other documentation needed to supervise account activity.

• Ensure that work is properly distributed among staff. Assesses workload, prioritizes tasks, and redistributes work, as vital.

• Assist team in helping to perform sophisticated account reconciliations, including research of unapplied cash/credits and deductions related to returns or other causes.

• Handle escalated customer calls where appropriate to resolve customer account issues.

• Support month-end close activities, including releasing of held orders, account reconciliations, and bad debt calculations.

• Maintain and improve internal controls related to collections and dispute escalation processes.

• Collaborate with cross-functional teams to resolve billing disputes, cash reconciliation, fraud prevention, and support financial reporting needs.

• Contribute to the development and enhancement of collection procedures and systems.

• Assist with audit preparation and respond to internal and external audit requests.

• Basic (Required)

• Ability to handle high volume/high pace work environment optimally

• Ability to work…