Credit/collection supervisor job description

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Supervise the successful day-to-day operations of a team of credit and collections representatives. Engage in effective two-way feedback to build a high performance, action-oriented, low-income program and non-hardship collections-focused culture. Lead by example and manage change effectively, quickly, and collaboratively. Plan, coordinate and supervise the work within the Credit and Collections area for assigned teams. Participate in development of departmental goals/metrics and on cross functional teams. Adhere to, assist, and help develop, recommend, and implement credit and collections policies and procedures.

Essential Functions:
In addition to supervising the day-to-day operations of a team, will perform a variety of customer service-related activities including, but not limited to, inbound calls, billing and accounting, credit and collection, dispatching, etc.Works collaboratively with peers in the dept, provides supervisory coverage of other teams as required, and assists in the development of department goals.Communicates goals and results to staff and recommends action as required to improve performance.Observes, evaluates, and coaches employee performance and provides formal oral and written feedback.Provides guidance to staff on strategic direction and their role in the organization. Mentors, develops and provides career counseling to assigned staff.Responsible for preparing schedules, coordinating, assigning, and reviewing work of employees during normal and emergency conditions.Participates in special projects and benchmarking studies; resolves escalated calls and written complaints from customers;Prepares and analyzes reports on department performance and recommends changes in methods and procedures to enhance operations.Engages in activities that drive Eversource towards our strategic vision and motivates others to perform at the equivalent level.Will be the vehicle for two-way communication for delivering the Company and department strategies and goals and to also be an effective listener for employee's feedback and concerns.Responsible for the continuous improvement of business practices and policies to enhance collections and customer satisfaction while maintaining compliance with regulations and Company policies.Interprets and ensures compliance with union contract language, as needed.Handles escalated calls from customers, often involving complex and challenging situations, and resolves them to the customer's satisfaction, while adhering to all Company and regulatory policies and procedures.Works collaboratively with team to analyze escalation trends, perform root cause analyses, and evaluate customer feedback to improve Credit and Collections system and processes.Monitors Legal Collection Agencies, Community Action Agencies and Collection vendor performance, inquiries, and correspondence, as necessary and as applicable.Responds to subpoenas, social media/executive inquiries, testifies in Court and Regulatory Authority as required.Provides subject matter expertise for low-income programs and protections Supports regulatory inquiries and proceedings Presents operational and/or analytical data to large groups and senior management.

Requirements:
Bachelor's degree in Business Administration, accounting, economics, liberal arts or social sciences or comparable field of study, or the equivalent in combined experience and education. Minimum of Five (5) years of direct customer service activity with demonstrated knowledge of utility regulations, statutes and practices; customer service systems - policies and practices; and credit and collection systems - policies and practices.Previous supervisory or lead experience with demonstrated ability to effectively lead large groups of employees, train and coach personnel in customer service, and communicate policies and procedures. Ability to learn and maneuver effectively and efficiently through additional systems as trained (e.g. workforce management system, customer system) Engages in organizational challenges and perseveres until results are achieved Creates a high level of team motivation and urgency that is sustainable for employee retention Establishes instant rapport and instills trust and credibility Demonstrated ability to engage and connect with employees and engage in collaborative work Proactive, can do approach, strives for success and keeps people informed of progress. Leads collaboratively, within and across teams, with information sharing, facilitation skills, joint decision making, and skilled conversations about accountability. Works with and keeps a positive, supportive attitude towards the Company, job, customers and co-workers Identifies and analyzes problems quickly, develops options and solutions independently and as part of a team. Makes decisions effectively and appropriately while empowering employees to make decisions appropriately. Provides leadership in determining and monitoring key metrics for use in measuring the efficiencies, effectiveness, profitability and improvement in assigned business unit operations. Demonstrates flexibility with work schedule; can respond quickly and efficiently to meet deadlines Excellent verbal and written communication skills Must be available to work emergency storm assignment as required.

Worker Type:
Regular
Number of Openings:
1
EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor
Vaccination Information:

Eversource requires all new employees to be fully vaccinated for COVID-19 by their first day of employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Eversource's HR department after you have been made a conditional offer of employment. Eversource does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws.
Emergency Response:

Responding to emergency situations to meet customers' needs is part of every employee's role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.