Manager, Residential Collections
JOB SUMMARY
Responsible for managing the day to day operations and personnel within assigned areas of Credit Services including both residential and small and medium business accounts. Areas of responsibilities may include field collections, timely treatment, recoveries, refunds, payment exceptions and other functional areas.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Manage the accounts receivable portfolio, perform financial analysis and make necessary adjustments and recommendations to deliver budgeted bad debt and collection expense
Prepare pending non-pay disconnect analysis to drive tactical changes as an effort to decrease completed non-pay disconnects
Manage collection vendor productivity and audit vendor invoices as an effort to control company collection expense and achieve collections metric goals
Maintain and manage collection tactics to drive improvement in aging receivables
Manage the customer premise equipment (CPE) recovery programs to drive improvement in recovery performance; conduct necessary audits to ensure accuracy of the program
Maintain and analyze credit assessment strategies to lower non-pay churn, control write-off average balance, improve unreturned CPE and debt recovery dollars
Manage advanced collection platforms to reduce collection costs, secure receivables and improve bad debt expense
Manage personnel; conduct training and development techniques to foster a productive team environment as an effort to reach daily/monthly management objectives
Conduct high level meetings between field operations, fiscal operations, vendors and customers
Respond and resolve collection complaints from internal and external customers according to policy and standards
Hire, evaluate, coach and counsel personnel in the performance of their duties
Perform necessary duties as a project manager as requested by supervisor
REQUIRED QUALIFICATIONS
Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate verbally and in writing in a clear and straightforward manner
Ability to plan, prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications
Knowledge of all functions and related tasks in the area of credit, collections and customer relations including risk scores, receivable management, bad debt expense, collection expense, AR productivity, and outbound/inbound contact platforms
Knowledge of cable television products and services for both consumer and commercial
Knowledge of detail accounting and billing procedures including collection general ledger items and payment processing programs
Education
Bachelor's degree from a four-year college or university; or equivalent training, education and experience preferably in finance or other related field.
Related Work Experience Number of Years
Credit/Collections and accounting experience 7-10
Supervisory experience 2+
WORKING CONDITIONS
Office environment
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
CCO500 333428 333428BR
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