Sr. Shuts/Collections Clerk

The City of Bay City, Michigan•Bay City, MI

About The Position

This is a moderately difficult position that requires the ability to accurately research, compile, and convey utility account information to customers, landlords, realtors, abstract companies, the community, and state agencies. The Shuts and Collection Clerk is required to handle customer needs, conduct assessments, and make decisions that affect others, the financial resources, and the image or reputation of the City. Work is performed under the general supervision of the Utility Customer Service Supervisor according to established policies, procedures, and standards; and is reviewed by observation and checked through financial audits and internal controls.

Requirements

High School Diploma or GED Equivalent, required.
An Associate's degree in a business related field preferred. A minimum of two years related work experience or training in a business or customer relations field may be substituted for degree.
Through knowledge and demonstrated ability in the operation of various office equipment including but not limited to, computer (both networking and personal), typewriter, calculator, copy and facsimile machines.
Must possess excellent organizational and time management skills with the ability to work with numerous interruptions and work effectively under time constraints to meet deadlines.
Ability to understand and carry out oral and written instructions, as well as establish and maintain effective working relationships with other employees and the public. Including the ability to effectively handle difficult customers and situations.
Ability to maintain complex records including the ability to research, assemble, organize, and compile and to prepare reports from such records.
Ability to maintain records and guidelines as they pertain to Automatic Metering Infrastructure (AMI) and Service Disconnect Meters.
Ability to quickly adapt to software changes that affect collections, customer service and billing.
Must possess and maintain a valid Michigan Driver's License and/or picture Michigan identification card.
An Associate's degree in a business-related field. A minimum of two (2) years of related work experience or training in business or customer relations may be substituted for degree.
Thorough knowledge and demonstrated ability in the operation of office equipment, including, but not limited to, a computer, typewriter, calculator, copy machine, and facsimile machine.

Nice To Haves

An Associate's degree in a business related field preferred. A minimum of two years related work experience or training in a business or customer relations field may be substituted for degree.

Responsibilities

Notify customers of delinquent accounts by mail or phone.
Alert customers of utility shut offs.
Schedule and monitor shuts for non-payment.
Update work order shut dates and monitor shut off history.
Arrange debt repayment, assist in training, and assist on elevated issues for Utility Customer Service.
Work closely with the Electric and Water Department during the shut off process.
Record detailed data received from other agencies and the Electric/Water Department.
Manage the Auto-Dialer messaging system for customer notification.
Assess eligibility for the Winter Protection Plan.
Arrange repayment plans and schedules for the True-Up Winter Protection Program.
Locate and monitor overdue accounts using computers and automated systems.
Record information regarding the status of customers and collection efforts.
Answer customer questions related to delinquent accounts and shut off notices, and trace delinquent customers to new addresses.
Meet strict deadlines and ensure accurate information is correlated and incorporated into all work orders submitted on final reads, name and address changes, shut off notices, and initiations of new service; and monitor online utility and bank draft payments.
Manage red flag rules in order to prevent identity theft or the misuse of customer accounts.