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COLLECTION AGENT SUPERVISOR

Recruitment #26-005454-0001

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Introduction

This is a special appointment position that serves at the pleasure of the appointing authority.

GRADE

0015

LOCATION OF POSITION

10251 Central Avenue
Upper Marlboro, MD 20772

Main Purpose of Job

This position is responsible for the overall operation of the Largo CCU Satellite Office. This includes but is not limited to communicating with the Satellite Office Manager regarding personnel and operational issues as required; reviewing and submitting accurate timesheets for Collection Agents and Fiscal Account Clerks; maintaining control of overtime; supervising Collection Agents and Fiscal Accounts Clerks when providing customer service and process payments transaction for individuals visiting the CCU Largo office. This position may also be required to assist Collection Agents and Fiscal Account Clerks with daily tasks to reduce long wait times. The Supervisor serves as a liaison between CCU and the MVA. Responsible for working closely with the Motor Vehicle Administration’s Insurance Compliance Division (ICD) to resolve debtor account issues. This also includes communicating with ICD and the Satellite Office Manager to quickly resolve matters relating to debt referrals and adjustments. Also, when necessary, this position may testify in court as a CCU witness.

This is a special appointment position that serves at the pleasure of the appointing authority.

POSITION DUTIES

- Responsible for supervising fiscal account clerks and collection agents assigned to the Largo satellite office.  This includes training employees, ensuring that the work load is adequately shared, reviewing payment agreement contracts for accuracy and timely input into the RPCS system (Debt Manager).  Recommends selection, promotion and termination of employees.  Assists collection agents in complex cases that they can’t resolve independently or where the debtor has asked for a supervisor.
Acts as a collector to ensure that debtor wait times are not excessive and to maintain control of overtime.

- Responsible for communication with Satellite Office Manager regarding personnel and operational matters to include submitting timesheets, leave documentation, and monthly performance reports.  Explains policies and directives form management to satellite staff. Submits completed payment agreement contract to Headquarters, as required.

- When necessary, this position may testify in court as a state witness, prepare accounts for legal action, skip trace debtors for valid addresses, request refunds and submit accounts for abatement, handle incoming calls or calls transferred to support staff, contact debtor’s when voluntary payment are not made.

- Responsible for working closely with the Largo Motor Vehicle Administration’s Insurance Compliance Division (ICD) to resolve debtor account issues.  This includes communicating with ICD and the Satellite Office Manager to quickly resolve matters relating to walk-in debt referrals and adjustments

- Responsible for the daily closeout of the fiscal account clerk cash drawers, verifying the amount to deposited, investigating any discrepancies and immediately reporting any unresolved discrepancies.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school
equivalency certificate.

Experience: Four years of supervisory experience.

Notes:
1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.
3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.
4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on
a year-for- year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

- Four (4) years customer service experience
- Three (3) years debt collection experience

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.

SPECIAL REQUIREMENTS

Candidates are required to undergo a criminal background check as part of the selection process due to the financial nature of the job.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

BENEFITS

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.

For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.



Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.

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