Credit & Collections Specialist

SELCO•Shrewsbury, MA

8d•Onsite

About The Position

Under general direction of the Billing & Collections Supervisor, this role plans, directs, and performs functions to ensure timely payments for all departmental services including electric, cable television, Internet and telephone services. The specialist will manage and execute service termination procedures, review unpaid final bills, engage outside collection agencies, and handle bankruptcy requirements. They will also prepare yearly liens, respond to customer inquiries, complete month-end processes, monitor fuel assistance accounts, and recommend new practices to enhance collection activities. The role involves interacting with other department employees, notifying customers of returned checks, assisting customers with fuel and internet assistance programs, and maintaining current knowledge of the profession. Regular and reliable attendance is essential, with best efforts made to schedule PTO to avoid critical collection periods. Extended shifts, weekend, and overnight hours may be required during emergency operations, including providing telephone support during outages. This position also backs up other Billing & Collections Department staff members and performs other duties as assigned by the Supervisor.

Requirements

Ability to recognize organization-wide priorities and work cooperatively to support their accomplishment.
Ability to analyze issues and to develop relevant and realistic plans, programs and recommendations.
Financial management skills: Ability to utilize customer accounting systems, extract and manipulate customer related records to produce necessary letters and reports.
Expert knowledge of regulations, codes, policies and procedures relevant to the department, division and/or to general public utility administration/management.
Ability to perform detailed work accurately and efficiently within deadlines.
Ability to multitask and prioritize tasks in order to deal effectively with multiple customers simultaneously.
Ability to communicate clearly and concisely with others, both verbally and in writing.
Ability to interact effectively and tactfully with a wide variety of individuals, including customers and other department personnel.
Knowledge of computerized billing applications in the utility environment.
Ability to explain company policies, rates, packages and pricing to customers.
Strong computer skills and the ability to multitask among several computer programs simultaneously.
Experienced with Microsoft Office, specifically Excel.
Able to generate reports and analysis of collections activity using utility billing and accounting software.
Duties require knowledge equivalent to an Associate’s degree in business administration and three to five years of progressively responsible business experience, specializing in credit and collections and/or electric utility customer service, administration, or office operations.

Nice To Haves

Best efforts should be made when scheduling PTO (paid time off) to avoid being absent during times leading up to and during shut off periods when core job functions are performed.

Responsibilities

Plans, organizes, and conducts the credit and collections function consistent with policies, practices and state and federal rules and regulations.
Performs credit and collection activity, including collections of accounts through the creation of payment plans.
Receives and accounts for past due collection of electric, cable, Internet and telephone funds.
Refers eligible customers to state and local agencies for assistance.
Assists in management and maintenance of the SELCO "Share the Warmth" program.
Manages and executes service termination procedures for non-payment of residential and commercial accounts; sends appropriate preliminary and final notices, calls customers as necessary in support of collection activities.
Authorizes service termination following established procedures and in compliance with applicable regulations and laws.
Coordinates shut-off and reconnects with CSR’s and field personnel.
Authorizes reconnection of services following disconnect for non-payment.
Coordinates recovery of SELCO equipment from customer premises following service termination.
Reviews unpaid final bills, and engages the services of outside collection agencies as needed.
Processes uncollected accounts through IVUE Service.
Confers with attorneys, outside collection agencies and others as necessary in support of collection activities.
Responsible for execution of bankruptcy requirements.
Files claims and notifies collection agency.
Prepares yearly liens to be applied to tax bills.
Responds to customer inquiries, requests, and complaints within authority, referring unresolved issues to the Billing & Collections Supervisor.
Completes month end TRIB process.
Responsible for updating medical and protected accounts on a yearly basis.
Monitors accounts of fuel assistance customers.
Responsible for forwarding all bills to fuel assistance agency on a monthly basis, applying individual payments throughout the winter months, and completing extensive reports for the fuel assistance agency at the conclusion of the heating season.
Recommends new practices to enhance collection activities.
Interacts and communicates with other electric and cable department employees on matters relating to credit and collections.
Files collections of past due amounts from commercial customers, as may be required.
Notifies customers of returned checks using letters.
Assist customers in applying for fuel assistance programs and internet assistance.
Maintains current knowledge of profession through peer association, study, review of literature, and attendance at seminars.
Regular and reliable attendance is an essential requirement of this position.
May be required to work extended shifts, weekend and overnight hours when the office is staffed 24 hours a day during emergency operations.
Provides telephone support during outages and other emergency situations.
Backs up other Billing & Collections Department staff members during absences or vacations.
Duties to be assigned by Billing & Collections Supervisor on an as-needed basis.