Collections Specialist

Summary

The purpose of this class within the organization is to provide support functions for utility collections department.

Essential Functions

• Research complex accounts to ensure the proper parties are being held responsible;

• Research, enter and review inventory control data;

• Research and coordinate information with charitable organizations and medical personnel;

• Coordinate and review field and meter reading staff work;

• Correspond both in writing and verbally with customers in an effort to collect payment of outstanding balances;

• Process bank notes that not honored by the bank and returned to utility;

• Determine collection decisions that involve disconnects, reconnections and new service;

• Analyze reports to verify accuracy and efficiency of work;

• Research cases of tampering and utility theft;

• Assist call center in handling and/or assume the complaint related to outstanding balances.

Additional Duties:

• Performs related work as assigned.

Qualifications

Requires High School diploma, GED and formal training, special courses or self-education that is equivalent to satisfactory completion of one year of college education or specialized advanced training. Requires one to three years of experience developing timelines of events through investigations, analyzing large number of reports and data, and researching customer accounts to determine payment responsibility.

Knowledge and Abilities

Knowledge of:

• Customer service techniques, basic office procedures.

Ability to:

• Deal effectively with others in a courteous manner;

• Prepare and maintain accurate records;

• Speak in a clear, concise manner;

• Operate a variety of office equipment;

• Apply and calculate various rate schedules;

• Operate a personal computer.

Physical Requirements:

• Frequently stand and walk.

• Frequently flex upper trunk forward.

• Frequently lift up to 10 pounds.

• Frequently push and pull objects.

• Frequently flex upper trunk forward, partial flexing of knees.

• Frequently flex upper trunk forward while sitting or standing.

• Frequently reach above, at, or below shoulder height.

• Continuously talk, see, and hear.