Cust Collections Supvr

Fayetteville Public Works Commission•Fayetteville, NC

About The Position

SUMMARY OF RESPONSIBILITIES : This position supervises the activities and operations of the Customer Collections team. This position is responsible for ensuring that the collections operations collect utility debts; monitor delinquent accounts; handle utility services and maintain collections data. Responsibilities include, but are not limited to, implementing/interpreting/maintaining collection policy, procedures, and processes; provide collections rules/regulations training, technical advice and strategies for customer relations issues and methods; delegating, monitoring and evaluating work output assigned to staff; preparing/generating/maintaining records, data, reports and statistics on all collections and transactional activities (customers/employees); follow up with estate accounts to procure payment, performing periodic performance reporting to support business planning efforts; mediate/resolve complex/sensitive customer/collection inquiries/issues; preparing/maintaining control of budget expenditures; work closely with PWC Legal personnel on complex, situational issues, that arise with regards to collection of bad debt, deceased accounts or lease related issues; investigate and properly document residential and commercial bankruptcy accounts; responsible for presenting Collections and Customer Care escalated situations to the Legal Division to determine appropriate resolutions; approving leave and timesheets; making arrangements for staff and safety meetings, appointments and schedules as required; handling personnel issues and concerns; exercises initiative/independence in developing work methods and carrying out the details of the work in accordance with policies and procedures within the scope of responsibility designated for the position ; Operating under general supervision of the Department Manager/Director; latitude is allowed for independent judgment in carrying out the details of the work in accordance with established policies and procedures. FULL PERFORMANCE KNOWLEDGE, SKILLS, AND ABILITIES: Thorough knowledge of CIS, C2M, Device Manager, WAM, EBS, CSEM, HCM, Interactive Voice Response System/Remittance Processor/HCM - Bill2Pay, Kiosk, Lockbox and how these system interact together; knowledge of PWC legacy systems (CC&B ,PCS, etc.); extensive knowledge of collections, customer service, cashiering, metering, billing processes and procedures; thorough knowledge/understanding of the utility rates/schedules; thorough knowledge of safety rules, regulations, procedures and practices as appropriate; thorough knowledge of operational management concepts and practices; thorough knowledge of business processes and work flows; thorough knowledge of collection regulations and practices; thorough knowledge of supervisory concepts and practices including budget, personnel, and administrative functions; must possess strong ability to mitigate/resolve complex customer issues; must possess strong influence, collaboration, planning and organization skills; ability to train/orient/teach skills to new employees; ongoing training of changes in policies/procedures; ability to work multiple projects and supervise/monitor/evaluate staff; ability to communicate effectively, both orally and in writing with employees and customers with tact and maintain control in sensitive and difficult situations; ability to monitor, coach and counsel employees; encourage employee development and growth; plan, organize, schedule, and evaluate staffing to ensure sufficient coverage; ability to analyze and develop solutions for complex issues; ability to analyze risks and develop appropriate mitigation strategies; ability to provide technical and analytical support to users across divisions; ability to use applicable computer software programs for communication, word processing, spreadsheet and database management, especially Microsoft Word, Project, Excel and PowerPoint; ability to prepare and maintain reports and records; ability to develop and maintain effective working relationships with customers, the general public, and all levels of employees.

Requirements

Thorough knowledge of CIS, C2M, Device Manager, WAM, EBS, CSEM, HCM, Interactive Voice Response System/Remittance Processor/HCM - Bill2Pay, Kiosk, Lockbox and how these system interact together
Knowledge of PWC legacy systems (CC&B ,PCS, etc.)
Extensive knowledge of collections, customer service, cashiering, metering, billing processes and procedures
Thorough knowledge/understanding of the utility rates/schedules
Thorough knowledge of safety rules, regulations, procedures and practices as appropriate
Thorough knowledge of operational management concepts and practices
Thorough knowledge of business processes and work flows
Thorough knowledge of collection regulations and practices
Thorough knowledge of supervisory concepts and practices including budget, personnel, and administrative functions
Must possess strong ability to mitigate/resolve complex customer issues
Must possess strong influence, collaboration, planning and organization skills
Ability to train/orient/teach skills to new employees
Ongoing training of changes in policies/procedures
Ability to work multiple projects and supervise/monitor/evaluate staff
Ability to communicate effectively, both orally and in writing with employees and customers with tact and maintain control in sensitive and difficult situations
Ability to monitor, coach and counsel employees
Encourage employee development and growth
Plan, organize, schedule, and evaluate staffing to ensure sufficient coverage
Ability to analyze and develop solutions for complex issues
Ability to analyze risks and develop appropriate mitigation strategies
Ability to provide technical and analytical support to users across divisions
Ability to use applicable computer software programs for communication, word processing, spreadsheet and database management, especially Microsoft Word, Project, Excel and PowerPoint
Ability to prepare and maintain reports and records
Ability to develop and maintain effective working relationships with customers, the general public, and all levels of employees
Graduation from an accredited four (4) year college or university with a degree in business, accounting, business management, statistics, mathematics or related field and a minimum of three (3) years of experience in customer service work in/for a public utility, which includes lead worker or supervisory responsibilities
Graduation from an accredited two (2) year college/technical school with a degree/certification in business, accounting, business management, statistics, mathematics, or related field and a minimum of seven (7) years of experience in customer service work in/for a public utility, which includes lead worker or supervisory responsibilities
Graduation from high school or possession of a high school equivalency diploma, and a minimum of eleven ( 11) years progressive responsibility of experience as defined in (A) above
An equivalent combination of experience, training and education as defined above

Responsibilities

Supervises the activities and operations of the Customer Collections team
Ensuring that the collections operations collect utility debts
Monitor delinquent accounts
Handle utility services and maintain collections data
Implementing/interpreting/maintaining collection policy, procedures, and processes
Provide collections rules/regulations training, technical advice and strategies for customer relations issues and methods
Delegating, monitoring and evaluating work output assigned to staff
Preparing/generating/maintaining records, data, reports and statistics on all collections and transactional activities (customers/employees)
Follow up with estate accounts to procure payment
Performing periodic performance reporting to support business planning efforts
Mediate/resolve complex/sensitive customer/collection inquiries/issues
Preparing/maintaining control of budget expenditures
Work closely with PWC Legal personnel on complex, situational issues, that arise with regards to collection of bad debt, deceased accounts or lease related issues
Investigate and properly document residential and commercial bankruptcy accounts
Responsible for presenting Collections and Customer Care escalated situations to the Legal Division to determine appropriate resolutions
Approving leave and timesheets
Making arrangements for staff and safety meetings, appointments and schedules as required
Handling personnel issues and concerns
Exercises initiative/independence in developing work methods and carrying out the details of the work in accordance with policies and procedures within the scope of responsibility designated for the position
Operating under general supervision of the Department Manager/Director
Latitude is allowed for independent judgment in carrying out the details of the work in accordance with established policies and procedures