Credit and Collections Specialist I

Summit Utilities Inc • Fort Smith, AR

10d • Hybrid

About The Position

The Credit & Collections Specialist I supports the Revenue Operations team by managing delinquent customer accounts and helping customers resolve past due balances. This role works directly with customers to set up payment arrangements, identify assistance options and ensure accounts are managed in a consistent and compliant manner. Specialists play a key role in protecting company revenue while delivering excellent customer service. This position works closely with the Supervisor of Credit & Collections and follows established procedures, policies, and regulatory requirements across all operating companies.

Requirements

• High school diploma or GED required.
• Minimum of 2 years of customer service experience.
• Strong communication and people skills with the ability to manage difficult conversations professionally.
• Ability to remain calm under pressure and navigate sensitive customer situations.
• Basic proficiency in Microsoft Office with the ability to learn new systems such as SAP, IVR platforms and customer portals.
• Strong attention to detail with accurate documentation skills.
• Ability to work independently while contributing to a team environment.
• Flexibility to adapt to changing workloads, priorities, and regulatory requirements.

Nice To Haves

• Some college coursework is preferred.
• Experience in collections or utilities is a plus.

Responsibilities

• Manage a portfolio of delinquent customer accounts to reduce bad debts and ensure timely resolution.
• Contact customers regarding past due balances and negotiate payment arrangements that align with company policies and regulatory requirements.
• Educate customers on account responsibilities, payment options, and available assistance programs.
• Process, track, and follow up on disconnect notices and collections activities in compliance with state utilities commission rules.
• Research and resolve complex cases, including bankruptcies, returned payments, fraud or identity theft claims, and disputes.
• Document all customer interactions and account updates accurately in SAP, C4C and other internal systems.
• Identify accounts that require escalation and partner with supervisor, legal or external agencies as appropriate.
• Review and follow regulatory requirements to ensure all actions meet jurisdictional standards.
• Support departmental goals related to delinquency, customer satisfaction, and compliance.
• Participate in evolving responsibilities as the department grows, adapting to new systems, processes, and regulatory changes.

Benefits

• Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees