CUST COLLECTIONS SPEC
About The Position
This class is responsible for developing and executing debt collection processes to assist with the recovery of outstanding payments from delinquent customer accounts within the Customer Care Division. Responsibilities include, but are not limited to, manage multiple delinquent accounts for debt collection efforts, keep track of assigned accounts to identify outstanding debts, plan a course of action to recover outstanding payments, negotiate payoff deadlines or payment plans, handle questions or complaints, investigate and resolve discrepancies in payments or accounts, purge records where debts have been satisfied, initiate legal proceedings when appropriate, investigate and properly document residential and commercial bankruptcy accounts; complete To Do’s and identify trend analysis in regards to collection of bad debt. Operating under direct supervision of a designated supervisor, work is performed in accordance with policies and procedures of Collections. Extended hours, overtime as required. Hours may vary. Performs related wok as required with other duties as assigned.
Requirements
- Thorough knowledge of C2M, Device Manager, WAM, and EBS, and how these system interact together as well as other applicable software
- Knowledge of safety rules/regulations/ procedures
- Must have excellent communication skills, ability to explain collection process, de-escalate conflicts over the phone, ensure all communication is in compliance with collections regulations
- Requires excellent conflict resolution and negotiation skills
- Create and maintain reports and statistics of debt collection efforts
- Knowledge of rates and service regulations
- Ability to analyze customer usage comparison/time of use rate
- Ability to compile/analyze data and draw sound conclusions and defend statistical reports
- Identifying trends and patterns and engages leadership with suggested solutions
- Thorough knowledge of collection rules/regulations
- Ability to prepare/update/retrieve/maintain reports/records
- Ability to plan/coordinate/respond to multiple tasks within acceptable timeframes
- Ability to train/orient/teach skills to new employees
- Ability to use applicable computer software programs for communication, word processing, spreadsheet and database management, especially Microsoft Word, Project, Excel and PowerPoint
- Ability to communicate effectively orally and in writing
- Ability to develop and maintain effective working relationships with customers, consultants, the general public and all levels of employees
- Graduation from a two (2) year community/technical college with a degree/certification in business, business management, statistics, mathematics or related field and a minimum of four (4) years of experience in business or financial operations which includes statistical analysis, program/project implementation and working with databases/spreadsheets to develop reports and recommendations for improvements, OR Graduation from high school or possession of a high school equivalency diploma and a minimum of eight (8) years of experience as defined in (B) above
- Must be able to perform the essential functions of the position
Responsibilities
- Manage multiple delinquent accounts for debt collection efforts
- Keep track of assigned accounts to identify outstanding debts
- Plan a course of action to recover outstanding payments
- Negotiate payoff deadlines or payment plans
- Handle questions or complaints
- Investigate and resolve discrepancies in payments or accounts
- Purge records where debts have been satisfied
- Initiate legal proceedings when appropriate
- Investigate and properly document residential and commercial bankruptcy accounts
- Complete To Do’s and identify trend analysis in regards to collection of bad debt
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
