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

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.