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.