Collections Rep II

Chesapeake Utilities Corporation • Dover, DE

229d • Hybrid

About The Position

This position requires knowledge of billing and collection processes and is responsible for processing customer credit inquiries, approving credit terms and evaluating past due customer accounts in an effort to reduce aging receivable balances. To enhance best practices and ensure our customers receive exceptional customer service, this position will establish, implement and monitor credit and collections activities, policies and procedures. Additionally, this position is expected to provide timely and accurate information to internal and external customers, provide administrative support and training to other departments.

Requirements

• Associates Degree required or 1+ years of work experience
• At least two (2) years of credit and collections experience preferred
• Experience with, but not limited to, ADDs and Excel is preferred
• Knowledge of policies and procedures pertaining to the Company and the propane industry
• Excellent written and oral communication skills
• Strong organizational, interpersonal, problem solving and time management skills
• Must be flexible, detail oriented and have the ability to juggle several job functions simultaneously
• Must be a team player with a willingness to assist with special assignments
• Requires the ability to adapt to change and learn new technologies, equipment and software upgrades

Responsibilities

• Maintain current knowledge of the Fair Credit Reporting Act, Fair Debt Collection Act, Fair Credit Billing Act, and state and federal laws and regulations applying to credit and collection activities
• Weekly/Monthly review, analysis to identify customer accounts to be sent to the collection agency
• Monitor and analyze accounts receivable reporting to identify and prioritize necessary actions, corrections or communications
• Evaluate and execute collection follow-up if further action is required
• Address delinquent accounts in an ethically responsible manner by balancing the customer experience with minimizing loss
• Protect confidential information and exercise fairness when dealing with people
• Prepare, analyze and distribute daily, weekly and monthly reports that track the effectiveness of the collection process
• Document and maintain credit and collections processes and procedures manual
• Provide support, assistance and guidance to district offices
• Responsible for automated outbound calling process, notifying customers of past due balances and potential disconnection
• Process weekly/monthly collection agency and automated calling service payments
• Review, monitor and execute on account bad debt write-offs
• Partner with collection agency regarding accounts for which legal action will be taken
• Negotiate settlements on bankruptcies when applicable and follow through with necessary adjustments and notations on the account
• Refer/assist customers to public energy assistance programs when applicable
• Drive all collection activities outside the district responsibilities
• Promote and demonstrate the importance of understanding customer needs and concerns while maintaining a professional attitude and appearance
• Demonstrate appropriate decision making related to deposits, payment arrangements, collections and other billing and/or customer service related issues
• Search for and present ideas to improve processes and procedures that maintain accuracy while improving efficiency and production
• Participate in process improvement projects and support the team in implementing changes
• Perform duties in a self-directed manner
• Perform necessary duties in the absence of the manager
• Support the goals and objectives of the respective business unit and the Company's vision and mission
• Establish a good working relationship with other Company departments as well as organizations outside of the Company
• Perform all other duties as assigned by Director of Administration

Benefits

• Flexible work arrangement
• Competitive base salary
• Fantastic opportunities for career growth
• Cooperative, supportive and empowered team atmosphere
• Annual bonus and salary increase opportunities
• Monthly recognition events
• Endless wellness initiatives and community events
• Robust and customizable benefit packages-choose what works best with your life
• Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
• Paid time off, holidays and a separate bank of sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Utilities
• Education Level: Associate degree