Summary
Responsible for increasing utility bad debt collection within the department. Also, responsible for assisting Customer Service Representatives in the Walk-In Center, Field Operations and Call-Center Divisions.
Pay Range: $17.90 - $22.24 (Depending on qualifications and experience)
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Monitor and direct the Customer Service Representative’s activity in the areas of credit, collection and red flag rules. Review all account records in accordance to rules and regulations.
- Resolve escalated customer issues pertaining to write-off’s, bankruptcy, bad checks, and uncollected funds.
- Monitor customer account records and aging reports; take appropriate action regarding collection.
- Produce and maintain weekly reports related to write-off’s and disconnects for non-pay.
- Explain and calculate residential and commercial utility bills.
- May assume division responsibilities in the absence of the direct supervisor.
- Proactively contact commercial or designated accounts which become past due or finalized.
- Investigate and pursue uncollectible accounts prior to delivery to third party collection agency.
- Make account pay arrangements, extensions or loans when necessary.
- File liens, issue warrants, research bankruptcies, investigate fraudulent activity, and account finals.
Minimum Qualifications
- High School Diploma or General Equivalency Diploma (GED)
- 2 years related experience
Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Preferred Qualifications
Education/ Experience:
- High School Diploma plus six months advanced study
- 2-4 years experience in utility collections, customer service or related field
Knowledge, Skills & Abilities:
- Sufficient knowledge in general customer service practices and procedures
- Sufficient knowledge of utility operations and common credit and collections practices
- Skill in general computer operations (Microsoft Excel and Word)
- Skill in using CIS software
- Skill in problem solving and conflict resolution
- Skill in investigating complex account issues
- Ability to resolve complex customer issues
- Ability to negotiate appropriate account resolution
- Ability to generate new ideas, challenge the status quo, take risks, support change, encourage innovation, and solves problems creatively
Licenses and Certifications
- No Licenses/ Certifications required
Physical Requirements / Work Environment
The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards.
