Collections Manager

Job Description

Position Purpose: 

The Manager of Collections is responsible for the daily management and oversight of all departmental work functions for Collections for all regulated and non-regulated business units. The manager works closely with supporting functions of Metering Services, New Business and Customer Service, and Revenue Integrity. This includes, but is not limited to the management and reconciliation of accounts within the Customer Care and Billing System for NJ operations and additional business units served by the NJ Center; investigation and resolution of misapplied payments; the completion and reconciliation of field service orders; the completion and reconciliation of all system generated ‘to do’ exceptions; management of the established ‘Theft of Service’ program; vacant with consumption management; consecutive estimates management; refund processing; reduction of aged receivables; managing the collections process; support of collection activities through contract vendors and miscellaneous charge application. The aim of the Manager is to ensure that work is processed in line with established internal service standards; in accordance with all established policies and procedures and in compliance with all established CODIS/INCOME controls as well as the existing tariffs, contracts and regulations in effect at any given time for all business units served. A key success factor for the incumbent will be ensuring a sustainable balance between productivity, compliance and quality assurance.

The incumbent will be responsible for the overall oversight of all activities relating to aged receivables and collections. The incumbent will collate, analyze and disseminate detailed reporting to identify trends in collection and cash flow performance and share insights into challenges and opportunities that the data represents. Clear strategies will be collated, communicated, implemented and tracked to address challenges and capture opportunities with a clear focus on innovative solutions and ongoing assessment of technologies available to invigorate and improve key performance indicators.

The Manager will ensure teams adhere to documented operational procedures for all processes under their purview. They will also be responsible for establishing, documenting, delivering and maintaining a thorough training program covering all processes under their control.

A focus on Customer Experience will be at the forefront of all activities and interactions.

Primary Duties/Responsibilities: 

• Oversee all related processes including but not limited to: aged receivables management; credit/refund management; collections; Customer Support Programs. 
• Monitor compliance of key revenue, collection processes in terms of completeness, correctness and timeliness for NJ and supporting business units.
• Oversight of daily procedures to ensure aligned with established internal service standards; in accordance with all established policies and procedures and in compliance with all established CODIS/INCOME controls as well as the existing tariffs, contracts and regulations in effect at any given time for all business units served.
• Ensure payments and collection controls are maintained by review and sign off of applicable reports and queries as described in Control Description in the INCOME matrix.
• Establish, manage, and ensure adherence with documented operational procedures for all departmental processes.
• Ensure departmental training is maintained according to company guidelines.
• Direct, coordinates and oversee the work of bargaining unit employees aligned with collective bargaining unit agreements and the employee policy manual.
• Develop strategies for collection to ensure that corporate objectives are met.
• Assist and implement new processes as directed by the Sr. Director.
• Maintain all daily, weekly and monthly reporting as required by the Sr. Director of Billing, Payments & Collections and complete any ad hoc reporting as and when requested.
• Manage in conjunction with the Customer Service Manager the Emergency On-Call Supervisor rotation.
• Ability to multitask; handling multiple deadlines and small projects.
• Collate all data, as directed, required for accurate and timely reporting to Regulators.
• Assist in special projects and audits as required.
• Liaise and build effective working partnerships with key individuals, contractors, the Legal Service and other outside agencies as required.
• Conduct appraisals and hold regular reviews of performance for all direct reports.
• Provide coaching and development for direct reports and staff.
• Implement new rate structures and process updates for both Regulated and Contract Service Business units.
• Support and collaborate with Customer Service Manager to ensure fluidity with departmental policies.
• Manages billing and metering cycles in conjunction with Metering Department.
• Perform additional work functions as required.

Qualifications

Education/Experience/Background: 

• College Degree required.
• Degree in relevant field or equivalent work experience.
• 10-15 years supervisory experience, preferably in water utility operations and billing or collections.
• Experience in Bookkeeping or Accounting.
• Experience in areas of meter generated billing, payment processing, performance benchmarking, and work management needed.
• Customer Service experience.

Knowledge/Skills/Abilities: 

• Proficiency with Google Suites, Oracle based customer service systems.
• Strong managerial and interpersonal skills.
• Highly organized and effective communications skills.
• Working knowledge of general office, banking and accounting principles.
• Ability to synthesize data and translate insights into relevant, usable, actionable, strategic and tactical recommendations essential to drive performance.
• Ability to create and implement process improvements.
• Ability to create and maintain accurate reports and records.
• Effective time management skills.

Additional Information

Pay Range: $105000 to $115000 per year

Benefits: Veolia’s comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement.

Sick leave – 56 hours; Observed Holidays – 11 days; Vacation – Flexible Time Off

Eligible for up to 10% Annual Performance Bonus

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.