COLLECTIONS ASSISTANT

City of Rocky Mount; North Carolina; On-site; USD 32,000 - 42,000; Full time

Job summary

The City of Rocky Mount is seeking a Collections Assistant to support the debt recovery process. This role monitors overdue accounts, contacts customers, updates records, and assists with reports and related administrative tasks. You will provide customer service, document interactions, and help with skip tracing as needed.

The position emphasizes accuracy, communication, and the ability to work with internal staff and external customers in a municipal setting.

Qualifications

• High school diploma or equivalent.
• 1 year of related experience or equivalent combination of education and experience.
• Knowledge of collection techniques and credit laws.
• Strong customer service and communication skills.

Responsibilities

• Monitor overdue accounts and contact customers to remind them of past due payments.
• Update account information and prepare collection reports.
• Assist with administrative tasks related to debt recovery.
• Respond to emails and inquiries.
• Document customer contact and actions taken.
• Skip tracing and research on delinquent accounts.
• Manage payment arrangements and verify final balances.
• Perform related duties as assigned.

Skills

Skip tracing

Customer service

Problem solving

Report writing

Interpersonal skills

Mathematical calculations

Microsoft Office (Excel/Word)

Education

High school diploma or equivalent

Tools

Office computers

Job description

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

JOB SUMMARY

The collections assistant is responsible for supporting the collection process by monitoring overdue accounts, contacting customers to remind them of past due payments, updating account information, preparing collection reports, and assisting with other administrative tasks related to debt recovery.

• Respond to emails and inquiries.
• Reviews, analyzes and researches accounts for payments, adjustments and assistance pledges to avoid further delinquent actions.
• Generate courtesy call reminders and disconnection reports for delinquent utility accounts.
• Provide excellent customer service both internally and externally when assisting customers.
• Provide contact reports for all outbound delinquent collection efforts. Ensure customer contact is properly documented, and appropriate understanding is acknowledged.
• Review and document DSOP payments from biweekly reports, prepare and return tax certificate requests, process return mail, prepare delinquent notices and statements for mail distribution.
• Point of contact for customer service staff skip tracing and research on accounts.
• Ensuring all arrangements are kept current; notifying collections staff when the final bill or bad debt has been paid off; and assisting with research of new applicants to ensure they do not have any outstanding balances. Investigate reports and documents for each debt or bill.
• Monitors delinquent accounts by printing account balance report, checking and documenting report for penalties, outstanding service orders and arrangements.
• Performs other related duties as assigned.

• High school diploma or equivalent.
• One (1) years' experience in a related field of work.
• Or an equivalent combination of education and experience.

• Knowledge of collection techniques (e.g., skip tracing).
• Knowledge of credit and collection laws and policies.
• Knowledge of customer service procedures.
• Skill in analyzing problems and identifying solutions.
• Skill in preparing clear, accurate reports and other correspondence.
• Skill in establishing cooperative and productive working relationships with internal and external customers.
• Skill in performing mathematical calculations.
• Skill in operating computers and other standard office equipment.
• Skill in interpersonal relations.
• Skill in oral and written communication at a level expected in a business environment.
• Skill in setting priorities for timely and efficiently completing tasks.
• Skill in Microsoft Office products (Excel/Word) and electronic mail systems.
• Ability to read, write and perform mathematical calculations.
• Ability to manage speaking with non-complaining individuals.

SUPERVISORY AND MANAGEMENT RESPONSIBILITIES

• None

PHYSICAL DEMANDS

• The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Additionally, the following physical abilities are required:
• Grasping: Applying pressure to an object with the fingers and palm.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination sound.
• Pulling: Using upper extremities to exert force to draw, haul or tug objects in a sustained motion.
• Pushing: Using upper extremities to press against something with steady force to thrust forward, downward or outward.
• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
• Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
• Standing: Particularly for sustained periods of time.
• Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Visual Acuity: Have close visual acuity to perform an activity like preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

WORK ENVIRONMENT

• The work is typically performed in an office.