Collections Specialist I
About The Position
The Collections Specialist I is responsible for increasing utility bad debt collection within the department and assisting Customer Service Representatives in the Walk-In Center, Field Operations, and Call-Center Divisions. The role monitors credit and collection activity, reviews account records for compliance with applicable rules and regulations, and takes appropriate action on past-due accounts. It also handles escalated customer matters and investigates accounts before they are referred to a third-party collection agency. The position explains and calculates residential and commercial utility bills, prepares and maintains weekly reports, and may assume division responsibilities when the direct supervisor is absent. It may also establish payment arrangements, extensions, or loans and perform collection-related tasks such as filing liens, issuing warrants, researching bankruptcies, investigating fraudulent activity, and processing account finals.
Requirements
- High school diploma or General Equivalency Diploma (GED), or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
- Two years of related experience, or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
- Sufficient knowledge of general customer service practices and procedures.
- Sufficient knowledge of utility operations and common credit and collections practices.
- General computer operations skills, including Microsoft Excel and Word.
- Skill in using CIS software.
- Problem-solving and conflict-resolution skills.
- Ability to investigate complex account issues and resolve complex customer issues.
- Ability to negotiate appropriate account resolution.
Nice To Haves
- High school diploma plus six months of advanced study.
- Two to four years of experience in utility collections, customer service, or a related field.
- Ability to generate new ideas, challenge the status quo, take risks, support change, encourage innovation, and solve problems creatively.
Responsibilities
- Monitor and direct Customer Service Representative activity involving credit, collections, and red flag rules; review account records in accordance with rules and regulations.
- Resolve escalated customer issues involving write-offs, bankruptcy, bad checks, and uncollected funds.
- Monitor customer account records and aging reports and take appropriate collection action.
- Produce and maintain weekly reports related to write-offs and disconnects for non-payment.
- Explain and calculate residential and commercial utility bills.
- Assume division responsibilities in the absence of the direct supervisor, when needed.
- Proactively contact commercial or designated accounts that become past due or finalized.
- Investigate and pursue uncollectible accounts before delivery to a third-party collection agency.
- Make account payment arrangements, extensions, or loans when necessary.
- File liens, issue warrants, research bankruptcies, investigate fraudulent activity, and process account finals.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
