Collections Supervisor

Who We Are

At Encore Fire Protection, we are proud to be the east coast's largest full-service fire protection company, serving over 90,000 customers from Maine to Louisiana. With a team of over 2,200 dedicated employees, we provide innovative, customized fire suppression, fire sprinkler, and fire alarm solutions that protect lives and properties every day.

Our goal is to deliver superior experience to those who trust us to safeguard what matters most. We are passionate about continuous growth, innovation, and maintaining a culture that thrives on success and commitment to safety. Our mission? To be the best fire protection company the industry has ever seen. 

The Opportunity

The AR Collections Supervisor plays a critical front-line leadership role within Encore's collections function, directly overseeing a pod of AR Collectors and ensuring daily execution of collections activity across a high-volume, decentralized customer base. Reporting to the AR Collections Manager, this role is responsible for coaching collectors, driving pod-level performance against DSO and aged AR targets, and ensuring consistent adherence to collections workflows and escalation procedures.

This is a hands-on leadership role for a detail-oriented collections professional who is ready to take the next step into people management, or an experienced supervisor looking to make an immediate impact on a growing AR team.

Key Responsibilities

Team Leadership & Development

• Directly supervise a pod of AR Collectors, providing daily coaching, direction, and accountability.
• Conduct regular one-on-ones, call/account reviews, and performance check-ins with each collector on the pod.
• Model best-practice collections behavior, including call handling, negotiation, and documentation standards.
• Support onboarding and training of new and temporary collectors, ensuring readiness to work assigned portfolios.
• Foster a culture of urgency, accountability, and teamwork within the pod.

Collections Performance & Execution

• Own day-to-day collections execution for the pod's assigned customer portfolio, including aged AR reduction and DSO improvement.
• Monitor daily and weekly collector activity (call volume, promise-to-pay follow-through, account touches) and course-correct as needed.
• Review aging reports to identify high-balance and high-risk accounts, ensuring appropriate prioritization by the pod.
• Escalate complex disputes, non-responsive accounts, and lien or agency referral candidates to the Collections Manager.
• Compile and report pod-level KPIs and scorecards to the Collections Manager on a weekly and monthly basis.

Process & Technology

• Serve as a proficient day-to-day user of Esker, ensuring the pod follows the established collections workflows and cadences.
• Flag process gaps, workflow breakdowns, or system issues to the Collections Manager and recommend improvements.
• Partner with AR Operations to resolve billing accuracy issues, disputes, and customer portal questions affecting the pod's accounts.
• Support rollout of new tools, scripts, or process changes within the pod.

Customer Engagement & Dispute Resolution

• Act as a first point of escalation for collector-level customer disputes before elevating to the AR Collections Manager.
• Maintain a customer-first, relationship-conscious approach while holding firm on collections timelines.
• Ensure all collector interactions, commitments, and dispute details are accurately documented in Esker.

Reporting & Cross-Functional Collaboration

• Prepare pod-level aging analysis and performance summaries for the Collections Manager.
• Collaborate with branch operations and billing teams to help resolve root causes of non-payment.
• Provide input to the Collections Manager on collector performance, staffing needs, and process improvement opportunities.

What You Bring to the Table

• 3+ years of experience in accounts receivable or collections, including some experience training, mentoring, or informally leading other collectors.
• Demonstrated track record of strong individual collections performance in a high-volume environment.
• Experience in a decentralized, multi-location, or field services business is a plus.
• Proficiency with collections management platforms (Esker experience a plus) and Microsoft Office Suite, particularly Excel.
• Strong organizational and analytical skills, with the ability to read AR aging reports and prioritize accordingly.
• Clear, professional communication skills with the ability to coach and motivate others.
• Ability to manage competing priorities in a fast-paced environment and maintain focus on high-impact accounts.

What Will Make You Stand Out?

• Associate or bachelor’s degree in accounting, finance, business, or a related field preferred; equivalent experience considered.
• Prior experience as a team lead, supervisor, or senior collector with direct oversight of others' work.
• Experience in a PE-backed, metric-driven environment or a multi-site, decentralized operation.

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Beyond the Paycheck

At Encore, we’re all about creating a culture where success is celebrated. We recognize that our work makes people’s lives safer, and we reward those who contribute to our growth. Here’s what you can expect: 

• Competitive Salary: Compensation commensurate with your experience, with the opportunity to earn performance-based bonuses tied to your personal effectiveness and contributions to the team.  

• Purpose-Driven Work Environment: We believe in working smarter, not harder. You’ll be part of a culture that values results, and we empower our team to focus on impactful work.  

• Flexible Dress Code: Upon joining, you’ll receive branded Encore swag, and we believe in dressing for the objective, not the occasion. Most days, you can enjoy a casual work environment, but we’ll dress up when the situation calls for it.  

• People-Focused Culture: We know our greatest strength is our people. That’s why we’ve built a culture that encourages experimentation, learning, and improving together. You’ll have the space to share your ideas and help shape a company that is constantly growing.  

• Tools for Success: Access to leading-edge web-based productivity tools.  

• Health and Wellness: Comprehensive medical, dental, and vision coverage to keep you and your family healthy.  

• Retirement Planning: Participation in our Fidelity 401(k) plan with a company match, helping you save for your future.  

• Life Insurance: Company-paid life insurance policy of $50,000 to give you peace of mind. 

EEO Statement

At Encore Fire Protection, we protect people and property, and that starts with how we treat each other. We are an Equal Opportunity Employer and welcome applicants of all backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, veteran status, status as a protected veteran, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you need a reasonable accommodation at any point during the application or interview process, please let us know at resumes@encorefireprotection.com.