Supervisor, Collections

As the Supervisor, Collections, you play a vital role in overseeing the company’s credit and collections operations to ensure timely recovery of accounts receivable while maintaining strong client relationships. You are responsible for developing and executing strategic initiatives that optimize collections performance, reduce delinquency, and enhance overall cash flow across multiple business divisions.

You lead a team of collectors by establishing performance KPIs, monitoring collection activities and aging reports, and fostering accountability and continuous improvement. In this role, you collaborate closely with cross-functional partners—including Sales, Customer Support, and external collection agencies—to drive results, resolve disputes, and minimize financial risk.

Responsibilities

• Supervise and lead the collections team to ensure effective recovery of outstanding receivables across all business divisions.
• Establish clear performance metrics (KPIs) for collectors and monitor progress toward collection goals and aging targets.
• Foster a results-driven, customer-centric culture focused on accountability, accuracy, and continuous improvement.
• Provide ongoing training, coaching, and support to team members to enhance skill development and performance.
• Conduct regular one-on-one meetings and team reviews to reinforce accountability and encourage professional growth.
• Design, implement, and manage collection strategies that support cash-flow objectives and reduce bad-debt exposure.
• Establish and monitor key performance indicators (KPIs) such as DSO, aging trends, and recovery rates.
• Prepare and deliver reports on accounts receivable aging, collections performance, and key metrics to evaluate departmental effectiveness and identify areas for improvement.
• Analyze data to identify trends, issues, and opportunities for process optimization.
• Execute approved bad-debt write-offs and compile supporting documentation for submission to external collection agencies.
• Implement and leverage automated solutions to improve visibility and streamline collection workflows.
• Manage relationships with high-risk customers, including payment term reviews, escalations, and negotiated payment arrangements.
• Monitor and mitigate credit and collection risks through proactive account reviews and established escalation protocols.
• Develop and implement strategies to manage and collect outstanding customer payments while maintaining positive relationships and enforcing credit terms.
• Collaborate cross-functionally with Sales, Customer Support, and other departments to improve cash flow, reduce DSO, and enhance overall collections performance.
• Ensure all collection activities comply with federal and state regulations, including the Fair Debt Collection Practices Act (FDCPA), and align with internal company policies.
• Partner with the Accounts Receivable Manager and legal counsel to manage litigation related to delinquent accounts as needed.
• Coordinate with external collection agencies, legal counsel, and third-party vendors to support recovery efforts.

Requirements

Education and Experience

• Minimum of 5 years of progressive experience in credit and collections management, preferably within a multi-division or high-volume environment.
• Proven experience in a supervisory or management role focused on collections, with a demonstrated ability to lead a team, implement process improvements, and achieve measurable results.
• Strong ability to analyze financial data, assess credit risk, and make informed business decisions that minimize exposure and protect company assets.
• In-depth knowledge of collection laws and compliance standards, including the Fair Debt Collection Practices Act (FDCPA), the Rosenthal Fair Debt Collection Practices Act, and other applicable federal and state regulations.
• Proficiency with accounting, ERP, and CRM systems such as NetSuite and Salesforce.
• Hands-on experience with accounts receivable modules and related financial tools.
• Excellent communication, negotiation, and problem-solving skills, with the ability to manage complex customer relationships professionally and effectively
• Advanced proficiency in Microsoft Excel and other reporting tools.

Knowledge and Skills

• Proficiency in NetSuite, Salesforce, and Maxio (Chargify).
• Advanced knowledge of Microsoft Office 365, with strong expertise in Excel.
• Strong organizational skills with the ability to prioritize tasks, manage competing deadlines, and perform effectively in a fast-paced environment.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across teams and build strong professional relationships.

Benefits

What Sets InfoTrack apart
At InfoTrack, we’re committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need.

Our benefits guide, located here, illustrates what we offer full-time employees and a sneak preview is below

• 401(k) Match
• Medical, Dental, & Vision Insurance
• Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
• 20 Days of Paid Time Off (PTO)
• 11 Paid Holidays
• “Be Me Time” off for mental health, re-charging, volunteering
• Matching Gift Program

Our Commitment

We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.

InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.