Collections Specialist I

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.