The Stop Loss Collections Supervisor is responsible for managing the Stop Loss Default/ Termination process for all product lines. . The position has seven direct reports: four FTE’s manage collections for customers in default due to past due receivables or any other contractual breach and three FTE’s prepare and issue default/ termination notices, process write-offs including bankruptcies, work with third-party collection agencies, and perform other administrative tasks
EXPERIENCE Five (5) years or more experience Commercial Collections experience Five (5) years or more experience Management or Supervisory experience leading salaried personnel Two (2) years or more experience Transportation Industry and or Leasing experience preferred
Understanding of Commercial Bankruptcy – Preferred
Working with 3rd party collection agencies and attorneys.
SKILLS Ability to analyze and interpret financial data. working knowledge of basic financial statements Ability to manage conflict and reconcile differences. Manage conflict situations with customers and Ryder Field Partners Demonstrates problem solving skills. Manage dispute resolution on customer issues Strong verbal and written communication skills. Extensive communication with internal & external customers Effectively coaches and delivers constructive feedback. Coach Stop Loss Team to deliver results Required Ability to influence internal and/or external constituents. Action plans to resolve issues with internal & external customers (preferred) Ability to make major, complex, or frequent decisions. Decision making on critical collection issues to reduce risk to the Company (preferred) Understand computer hardware and software, especially word processing, spreadsheets, and email. Working knowledge of Microsoft Office suite of systems, emphasis on Excel.
Management of stop loss collection specialists, including monitoring work progress through aged statement reviews, monitoring of the stop loss workflow Appian tool including account distribution, adherence to collection protocols, creation and management of objectives, and performance of semi-annual performance reviews.
-Management of Stop Loss Administrative Team to ensure default/ termination letters and write-off are processed timely and accurately, placement of accounts to our 3rd party agencies, audit requests, reconciliation requests and other Stop Loss activities as needed -Final level escalation point for customers with severe delinquency and/or major unresolved disputes. -Produce Monthly Write-Off results to Senior Management, including both terminated accounts and the status of high-balance at-risk accounts.
-Make recommendations on improvements to Stop Loss processes. -Approve all customer terminations, ensuring appropriate collection steps, documentation, and escalations were done prior to termination. -Participate in collection conference calls with Field Partners and customers to drive results and resolve non-payment issues.
Oversees the day to day activities of the Stop Loss Collection and Admin Team (hiring, performance management, metrics, scorecards, conf. calls, aged stmt. reviews, etc.). Coaches and counsels employees on performance, sets performance standards, recommends pay actions, and responsible for other HR actions. Works on complex and major collection/customer issue escalations. Works on process improvement and other special project