The Team Lead, Credit & Collections supports the Credit and Collection function for the Credit Department within the Division. The primary objective of the position is to improve the Days Sales Outstanding (D.S.O.) and delinquency rates, while providing direction to a team of Credit Analysts. The Team Lead will provide superior customer service to both internal and external customers, in concert with growing revenue and protecting company assets.
The Team Lead, Credit & Collections is primarily responsible for assisting the Credit Manager with meeting financial objectives by monitoring account coverage, implementing training programs and by demonstrating and encouraging the use of best practices. The Team Lead is involved with helping the team properly use Alpha software and assisting the team in reviewing account portfolios. The Team Lead assists Credit Analysts in escalating issues to the appropriate individuals to maximize customer contact and issue resolution. The Team Lead may also be responsible for the collection of specific, large accounts.
Minimize Days Sales Outstanding (DSO), account balances over 90 days past due and unapplied payment while increasing % current.
Direct responsibility for up to 7 Credit Analysts.
Provide direction to Credit Analysts on all matters related to collections, issue resolution, escalation and portfolio performance.
Ensure adequate analyst coverage for all accounts.
Minimize bad debt write-offs and maximize cash receipts while being sensitive to internal and external customers.
Ensure Credit Analysts perform follow-up contact with delinquent customers.
Train Associates on collection tools to help drive efficiencies.
Work large accounts as needed or requested by the Credit Manager.
Document the group performance by utilizing financial performance metrics such as DSO and % current.
Escalate large collection issues appropriately.
Actively document customer issues including promise to pays and customer payment issues.
Notify management of write-off concerns.
Manage the resolution of billing issues and initial billing set-ups with Alpha and CENet.
Assist with the development and execution of training programs.
Assist Credit Analysts by teaching and encouraging collection best practices.
Use collection reporting and metrics to drive performance.
Use assertive yet sensitive communication techniques in dealing with delinquent customers.
Promote strong collaborative relationships between the Collection team and all other Staples internal teams, especially Sales, AR and Customer Service.
Analyze customer accounts by utilizing spreadsheets and other software.
Use phone system technology to efficiently manage collector phone productivity.
Previous experience in related position and enrolled in or completed C.C.P.
Excellent communication skills, both verbal and written in French and English
Superior problem solving, analytical and reconciliation skills.
Demonstrated strength in negotiation and organizational skills.
Effect time management skills with the ability to manage multiple priorities.
Proficient computer skills with Word, Excel, and Outlook.
Professional manner, customer care focus and strong interpersonal skills.
2-4 years prior related experience
High School Diploma or GED
Associate or Technical Degree
Certificates or Related Courses