Collections Manager

Capital Waste Services is a leading provider of waste management services throughout South Carolina, Tennessee, Georgia, Virginia, and Florida areas. We are committed to providing superior customer service with our emphasis on integrity, reliability and cleanliness. We invest in our community, our customers and our employees by providing access to state-of-the-art systems and processes, and the best leadership in the business!

Position Summary

The Collections Manager is responsible for leading and managing the day-to-day collections function to ensure timely recovery of outstanding receivables while maintaining professional customer relationships. This role oversees a team of four collectors, establishes clear priorities by aging bucket, enforces policies, and drives measurable improvements in DSO, cash flow, and dispute resolution.

This is a hands-on leadership role requiring strong coaching, accountability, and cross-functional coordination with Billing, Sales, Operations, and Legal.

Key Responsibilities

Team Leadership & Management

• Directly manage, coach, and develop a team of 4 Collections Specialists
• Set clear performance expectations, goals, and KPIs for each team member
• Conduct regular 1:1 meetings, performance reviews, and coaching sessions
• Ensure consistent application of collection policies and escalation standards
• Address performance gaps promptly through training, corrective action, or PIPs as needed

Collections Strategy & Execution

• Oversee daily collection activities across all assigned accounts
• Assign and monitor accounts by aging bucket (current, 1-30, 31-60, 61-90, 90+)
• Ensure timely follow-up on past due balances via phone, email, and written correspondence
• Drive resolution of disputes in coordination with Billing and Operations
• Recommend accounts for credit hold, service suspension, collections agency, or legal action
• Approve payment plans in accordance with company policy

Performance Management & Reporting

• Monitor and report on key metrics including:
  • Days Sales Outstanding (DSO)
  • Past due percentages by aging bucket
  • Cash collected vs. targets
  • Dispute volumes and resolution timelines
• Prepare regular reporting for executive leadership
• Identify trends, risks, and opportunities to improve collection effectiveness
• Ensure accurate and timely documentation of collection activity in the ERP system

Cross-Functional Collaboration

• Partner closely with:
  • Billing to resolve invoice accuracy issues
  • Sales on customer escalations and account risk
  • Operations when service or contract issues impact payment
  • Legal and 3rd-party agencies on escalated accounts
• Participate in regular collections and AR review meetings
• Ensure a consistent, professional customer experience while protecting company interests

Policy, Compliance & Process Improvement

• Enforce company AR and collections policies consistently
• Ensure compliance with applicable laws and regulations (FDCPA, contract terms, etc.)
• Identify and implement process improvements to increase efficiency and reduce delinquency
• Assist with write-off recommendations and documentation
• Support audit requests related to AR and collections

Qualifications

Required

• 5+ years of experience in Accounts Receivable or Collections
• 2+ years of people management experience
• Proven ability to manage competing priorities and meet collection targets
• Strong understanding of aging buckets, disputes, and escalation strategies
• Excellent communication, negotiation, and conflict-resolution skills
• Experience working with ERP systems and AR reporting
• High level of professionalism, integrity, and accountability

Preferred

• Experience in B2B collections
• Experience working in multi-location or high-volume environments
• Familiarity with legal collections and third-party agencies
• Experience in waste, logistics, utilities, or service-based industries

Key Competencies

• Leadership & accountability
• Results-driven mindset
• Analytical and detail-oriented
• Strong judgment and decision-making
• Customer-focused but firm
• Ability to enforce policy consistently

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