Supervisor Credit and Collections

Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you’ll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits.

New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Supervisor Credit and Collections to oversee systematic processes in order to achieve company goals of minimizing delinquency and mitigating uncollectable debt. Take ownership of key performance metrics and strive for continuous improvement. Collaborate with interdepartmental peers on operational issues while maintaining a balance between revenue recovery, overall business need and customer satisfaction.

Major Responsibilities:

• Prioritize and plan collection of delinquent accounts utilizing various communication channels (i.e. correspondence, auto-dialer), field collections or service disconnection.
• Oversee daily field collection workload assignment function and provide coverage as required.
• Assure that all clerical support functions are completed accurately, timely and comply with established internal controls.
• Motivate and manage department and individual employee performance toward achievement of goals.
• Communicate performance expectations for department employees.
• Evaluate and communicate actual performance, including productivity and effectiveness of field collectors through periodic field observations.
• Communicate individual and department results.
• Document both recognition for performance achieved and/or coaching/discipline where performance gaps exist.
• Promote health and safety awareness, including safe work and driving practices in order to prevent and reduce injuries.
• Assure that all Company policies, procedures and standards are adhered to by all employees.
• Monitor and analyze delinquency through system reports, query data or other forms of business intelligence and pursue initiatives for process and performance improvement.
• Provide management with timely and accurate data and collaborate on any performance deficiencies.
• Effectively manage bad debt risk by ensuring adherence to established procedures and monitoring write-off, collection agency performance and bankruptcy claims.
• Effectively investigate and resolve complex customer collection issues and escalated collection complaints.
• Record complaint data as required.
• Support account level informational needs of energy assistance programs and/or various social and consumer related agencies to facilitate payment.
• Maintain a close working relationship with other departments interfacing with Customer Services (i.e. Legal, Energy Delivery, Regulatory) to meet the needs of the Company, ensure compliance with fair debt collection practices and
• N.J.A.C rules and regulations.
• Provide testimonial support as requested in debt-related legal actions.
• Maintain effective leadership of staff and set an example through personal conduct, attitude, attendance and performance.
• Administrate staff within the framework of the Labor/Management Agreement.
• Assists in the preparation of operational budgets assuring that goals and objectives are met.
• Support departmental initiatives and supervisory coverage needs as required.
• Work with team members to develop ways of performing work more efficiently for continuous improvement

Position Specifications:

• A bachelor's degree in business management or finance is preferred.
• 3 -5 years collection industry related experience with at least 3 years experience in a supervisory field or the combined equivalent in education and experience is required.
• Excellent organizational, coaching, motivational and interpersonal skills are required.
• Good written and oral communication skills with the ability to communicate effectively and resolve escalated issues.
• Self- motivated and results oriented with the ability to utilize judgment to plan and accomplish goals in an environment of competing business needs/resources.
• Proficient in collection industry concepts, practices, and procedures.
• Some experience with debt litigation and bankruptcy processes preferred.
• Proficient use and understanding of MS Office products (Word, Excel, Outlook) with the ability to learn proprietary systems (UCIS, PCAD) and adapt to new technologies.
• Ability to create spreadsheets and analyze data for the purposes of identifying gaps, evaluating performance, prioritizing work, and making recommendation.
• Demonstrated inquisitiveness and the pursuit of continuous improvement.
• Must be flexible to change based on business needs
• Must possess a professional appearance, be dependable, self-motivated and work well within a team.
• Prior supervision experience of both office and field staff preferred.
• Prior utility or similar industry experience is helpful.

* The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.

New Jersey Resources is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.