Collections Representative – Utility Receivables

Regional Municipality of Peel

3d • Hybrid

About The Position

Reporting to the Supervisor, Utility Receivables, the Representative – Utility Receivables is responsible to address and resolve collections issues for water and wastewater customer accounts that are in arrears.

Requirements

• Post-secondary education, complemented with minimum 2 years relevant work experience.
• Exhibit exceptional customer service skills with a strong focus on enhancing the customer experience.
• Demonstrated ability to handle complex customer situations with professionalism and tact.
• Excellent verbal and written communication skills, enabling effective interactions with both internal and external customers and other departments within the Region of Peel.
• Effective time management and the ability to work independently and within specified deadlines.
• Ability to prioritizes and to multi-task effectively while maintaining high quality work.
• Strong analytical and mathematical skills to support effective decision making and problem-solving.
• Adaptable to working with the latest office technologies.
• Proficiency in Microsoft Office programs, including Outlook, Excel, Word.
• Experience with Customer Care and Billing (CCBCS) would be considered an asset.
• A satisfactory Level 1 Criminal Record Check obtained directly from a police station (third-party background checks will not be accepted)

Nice To Haves

• Accounting and account analysis experience in a billing environment would be considered an asset
• Five9 softphone system experience would be considered an asset

Responsibilities

• Engage with utility customers using the Five9 softphone system to effectively address and resolve customer inquiries.
• Investigate and review account issues, providing timely responses to customer inquiries and resolving problems related to overdue water and wastewater accounts through various communication channels such as telephone, email.
• Generate, review, validate pre-tax letters for mailing to customers with accounts in arrears.
• Review and process account adjustments on the billing system (CCBCS) to facilitate the collections process.
• Prepare Certificate of Arrears as requested by lawyers’ offices to validate the account status.
• Evaluate and respond to customer requests for payment arrangements by assessing and determining account eligibility.
• Identify, research, and resolve account discrepancies in collaboration with the team lead and/or the supervisor for solutions.
• Collaborate with internal stakeholders to process account adjustments, including refunds, payment transfers and other related tasks.
• Ensure timely follow-up on customer inquiries regarding delinquent account issues while adhering to Regional policies, by-laws and procedures
• Demonstrate excellence in customer service, while managing difficult customer interactions.
• Perform any other duties as assigned.

Benefits

• Comprehensive Health, Dental, Vision benefit plan including psychological health, effective start date
• Automatic enrolment into OMERS pension plan
• Accrue Vacation on a monthly basis starting at 3 weeks per annum
• 3 Paid personal days and floating holidays
• Flexible hours supporting your wellness and wellbeing
• Annual performance review and merit increases based on performance
• Supportive leadership and a culture of respect and inclusion
• Access to tuition reimbursement and learning and development resources

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed