Customer Service Specialist II (Collection Specialist)
About The Position
This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates. Applicants for open positions at the Detroit Water and Sewerage Department must be authorized to work for ANY employer in the U.S. The Detroit Water and Sewerage Department is unable to sponsor or take over sponsorship of an employment Visa at this time. Objective: Responsible for collection of outstanding accounts receivable dollars from delinquent residential, commercial, industrial and storm-water customers. Assisting/resolving customer concerns over the accuracy of the billing.
Requirements
- Minimum 2yrs Skip Tracing Experience
- Minimum 2yrs of corporate collections experience
- Minimum 2yrs of Customer Service Experience
- Strong Communication communication and customer handling skills
- Problem solving and analytical skills
- Highly skilled in negotiation
- Ability to work independently and to adapt to a fast changing environment
- Create and implement strategies to increase successful collections on outstanding debts
- Thorough understanding of collection laws and regulations
- Capable of identifying and completing critical task in a timely manner
- Knowledge of generally accepted accounting principles
- Attention to detail with multi-tasking abilities
- Ad hoc reporting skills
Nice To Haves
- Associate’s degree or equivalent coursework, with specialization in Public Administration, Business Administration, Management, Accounting, Human Resources, Finance or a related field preferred.
Responsibilities
- Knowledge and familiarity of TLO/tracing research tool
- Reviewing open accounts for collections efforts
- Receiving and handling incoming Customer Service Calls related to delinquent water service accounts via Bright Pattern
- Making outbound collection calls in a professional manner while keeping and improving customer relations
- Resolving billing problems and answering customer concerns as it relates to delinquent balances
- Processing customer payments securely and accurately
- Processing payment arrangements / Monitoring accounts for compliance
- Preparing demand letters and following up for payment and/or referral to next collections step
- Prepare written reports detailing progress of collection activity
- Meets with customers face-to-face, in the field or via telephone as needed
- Coordinate collection efforts with Revenue Protection Unit
- Assist with field investigations regarding billing and payment discrepancies and various collection issues on customer accounts.
- Maintain accurate and updated files on work performed
- Works closely with Internal and External Legal Department on collection related efforts
- Performs other duties related to collection efforts as assigned by Collections Manager
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
