Representative II, Credit and Collections

Liberty Utilities•Joplin, MO

About The Position

Algonquin Power & Utilities Corp. (AQN), parent company of Liberty, is a diversified international generation, transmission, and distribution utility that provides energy and water solutions to more than one million customer connections, primarily in the United States and Canada. The company’s vision is to be North America’s most trusted utility service provider, with a focus on customers, sustainability, and community partnerships. The Representative II, Credit and Collections reports to the Supervisor of Credit and Collections. The role supports day-to-day collections processes for customer accounts while following company policies and procedures and safeguarding private personal information. Its primary purpose is to monitor customers in arrears, collect unpaid balances, offer solutions to customers experiencing payment difficulties, and track arrears-management activities. The company describes its purpose as sustaining energy and water for life and its mission as providing safe, secure, reliable, cost-effective, and sustainable energy and water solutions. Its guiding principles include customer centricity, integrity, entrepreneurship, teamwork, an owner mindset, outcome focus, and continuous learning. Algonquin states that it is committed to a diverse and inclusive workforce and to a safe, healthy, and respectful work environment.

Requirements

Utility-industry experience, proficiency in customer service, and a strong understanding of the meter-to-cash process.
College or professional program of three years or less.
1–3 years of experience.
Experience with Microsoft Office, including Outlook, Excel, Word, and PowerPoint.
Adherence to security policies when handling customer accounts containing private personal information.

Responsibilities

Monitor collections steps in the CIS system for current and former customers, and contact customers at each stage to collect overdue balances by phone, email, and other tools.
Track notices issued and disconnection orders generated and completed for management reporting.
Ensure the accuracy of notices and collection actions, including letters, door tags, calls, and disconnection service orders, through quality-control processes.
Process BPEMs as needed to support timely handling of errors, decisions, and customer requests.
Identify and address errors in processes supporting collection activity, including collection letters, outbound IVR calls, and field service orders.
Communicate professionally with customers about collections; seek payment, send notices, make payment arrangements, resolve billing or payment issues, and validate protections or assistance options.
Maintain daily logs of customer contacts and amounts collected, and send outbound emails to customers in arrears.
Share information with Customer Service teams that may affect their work, such as changes to collection activity, high volumes of notices or orders, and potential issues.
Coordinate with Field Dispatch regarding changes, updates, and volumes of field service orders.
Monitor placements with collection agencies, track third-party agency accounts, and initiate account recalls.
Support third-party collection agencies with questions, concerns, and validations.
Manage payments received from third-party collectors.
Manage installment-plan and budget-billing accounts, contacting customers who default and establishing plans.
Audit collection-exempt accounts to verify that protections are accurate.
Manage accounts requiring security-deposit reassessment, refund, or transfer.
Help customers determine whether they qualify for assistance and explain available assistance options.