Customer Collections Specialist - Tier 2 (Water Resources)

Hillsborough County•Brandon, FL

7d•Onsite

About The Position

Job Overview This position is responsible for performing investigative, enforcement and collection duties pertaining to delinquent utility accounts for residential and commercial. Salary $39,312 - $70,844 Ideal Candidate Has strong verbal and written communication skills. Has a positive attitude, excellent people skills, and is a team player. Ability to negotiate payment extensions or payment arrangements that help our customers recover from delinquencies. Investigate and collect payments for delinquent utility accounts. Review accounts receivable and payment schedules and prepare reports of past-due accounts. Ability to perform public record searches and internal system skip tracing and solve difficult customer inquiries and issues. Exercises conscious control over time-sensitive information, activities, and job duties. Ability to coordinate and perform internal inquiries into past due and final accounts, insufficient funds checks, and/or other information for possible legal action, such as notice of lien or reports to National Credit Bureau. Initiates revenue recovery efforts on past due accounts, tracks time-sensitive collection letters, and monitors customers' accounts that may be in a severance status. Trains new personnel. Develop and/or update Standard Operating Procedures (SOPs) and recommend policy changes and enhancements when needed. Lead subordinates, make high-level decisions, and assume an acting leadership role in the absence of a supervisor. Bilingual (Spanish) is highly desirable. Core Competencies Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service. Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve. Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations. Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals. Tier 2 Duties and Responsibilities Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below. Investigates and collects monies for delinquent commercial and complexed or Multi-Family utility accounts. Reviews accounts receivables, payment schedules and prepares reports of past due accounts. Process paperwork for liens/release and pay offs & balances. Reviews and investigates nonpayment of utility bills to determine if required criteria for establishing payment agreements have been satisfied. Reviews utility accounts receivables to determine if deposits expectations are in compliance with rate resolution. Utilizes various skip tracing techniques and collection strategies. Coordinates and performs internal investigations into past due or final accounts, insufficient funds checks, or other information for possible legal action. Resolves high level disputes with major out of state property management companies with multiple premise accounts including large Accounts Payable firms. Schedules and oversees the work of subordinates engaged in monitoring and enforcing compliance with utility collection laws, ordinances, and regulations. Invoke Surety bonds and manage all Irrevocable Letters of Credit. Trains new personnel. Develop and/or update standards of operation procedures. Recommends policies changes and enhancements. Collects or assists subordinate staff with the collection of delinquent accounts. Recommends and coordinates legal action with the County Attorney's office prior to the sale of property for delinquent accounts. Maintains mandated records and prepares revenue recovery reports of all collection activities. Review and draft formal responses on foreclosure proceedings, probate hearings and Federal Bankruptcy filings that aid in debt collection to ensure proper legal compliance. Lead subordinates, make high level decisions assume acting leadership role in absence of supervisor. Performs other related duties as required. Job Specifications Knowledge of Federal Collection laws, Ordinances, Regulations and rules affecting delinquent account investigations and collections. Knowledge of delinquent account investigation practices and collection techniques. Knowledge of geographical locations in Hillsborough County. Ability to understand and apply the provisions of ordinances and regulations Ability to use a computer terminal and related software. Ability to prioritize work Ability to follow established procedures. Ability to follow oral and written instructions. Ability to work effectively with others. Ability to plan, organize and oversee the work of others. Ability to work with antagonistic persons or the public under adverse conditions. Ability to keep accurate records and prepare reports. Physical Requirements Sitting for long periods of time in an office environment. Extensive use of computer. Regularly repeat the same movements when entering data. Some filing is required. Answering high volume of calls. Face to face customer conversation requiring clear speech and good listening abilities. Work Category Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Minimum Qualifications Required Graduation from high school or possession of a GED certificate; AND Four years of experience in the credit and collections industry; OR An equivalent combination of education, training, and experience that would reasonably be expected to provide the job-related competencies noted above. Emergency Management Responsibilities In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, the County’s Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster. Career Progression Employees in this classification that acquire the competencies and minimum qualifications for the next tier will be able to apply for promotional opportunities through a competitive selection process. Employees will not automatically be upgraded to the next tier. Reclassifying a position is based on business need and financial impact and is not based solely on the job competencies or qualifications of the incumbent.

Requirements

Has strong verbal and written communication skills.
Has a positive attitude, excellent people skills, and is a team player.
Exercises conscious control over time-sensitive information, activities, and job duties.
Knowledge of Federal Collection laws, Ordinances, Regulations and rules affecting delinquent account investigations and collections.
Knowledge of delinquent account investigation practices and collection techniques.
Knowledge of geographical locations in Hillsborough County.
Ability to understand and apply the provisions of ordinances and regulations
Ability to use a computer terminal and related software.
Ability to prioritize work
Ability to follow established procedures.
Ability to follow oral and written instructions.
Ability to work effectively with others.
Ability to plan, organize and oversee the work of others.
Ability to work with antagonistic persons or the public under adverse conditions.
Ability to keep accurate records and prepare reports.
Graduation from high school or possession of a GED certificate; AND Four years of experience in the credit and collections industry; OR An equivalent combination of education, training, and experience that would reasonably be expected to provide the job-related competencies noted above.

Nice To Haves

Bilingual (Spanish) is highly desirable.

Responsibilities

Performing investigative, enforcement and collection duties pertaining to delinquent utility accounts for residential and commercial.
Negotiate payment extensions or payment arrangements that help our customers recover from delinquencies.
Investigate and collect payments for delinquent utility accounts.
Review accounts receivable and payment schedules and prepare reports of past-due accounts.
Perform public record searches and internal system skip tracing and solve difficult customer inquiries and issues.
Coordinate and perform internal inquiries into past due and final accounts, insufficient funds checks, and/or other information for possible legal action, such as notice of lien or reports to National Credit Bureau.
Initiate revenue recovery efforts on past due accounts, tracks time-sensitive collection letters, and monitors customers' accounts that may be in a severance status.
Train new personnel.
Develop and/or update Standard Operating Procedures (SOPs) and recommend policy changes and enhancements when needed.
Lead subordinates, make high-level decisions, and assume an acting leadership role in the absence of a supervisor.
Investigates and collects monies for delinquent commercial and complexed or Multi-Family utility accounts.
Process paperwork for liens/release and pay offs & balances.
Reviews and investigates nonpayment of utility bills to determine if required criteria for establishing payment agreements have been satisfied.
Reviews utility accounts receivables to determine if deposits expectations are in compliance with rate resolution.
Utilizes various skip tracing techniques and collection strategies.
Resolves high level disputes with major out of state property management companies with multiple premise accounts including large Accounts Payable firms.
Schedules and oversees the work of subordinates engaged in monitoring and enforcing compliance with utility collection laws, ordinances, and regulations.
Invoke Surety bonds and manage all Irrevocable Letters of Credit.
Recommends policies changes and enhancements.
Collects or assists subordinate staff with the collection of delinquent accounts.
Recommends and coordinates legal action with the County Attorney's office prior to the sale of property for delinquent accounts.
Maintains mandated records and prepares revenue recovery reports of all collection activities.
Review and draft formal responses on foreclosure proceedings, probate hearings and Federal Bankruptcy filings that aid in debt collection to ensure proper legal compliance.
Performs other related duties as required.