Collections Specialist I

City of Garland; Garland (TX); Sur place; USD 25 000 - 31 000; Plein temps

Résumé du poste

The City of Garland is seeking a detail-oriented Utility Collections Clerk to support the Bad Debt division. You will assist Customer Service Representatives across Walk-In Center, Field Operations, and Call-Center divisions, while monitoring collections and ensuring compliance with credit rules.

The role requires a high school diploma or GED and 2 years of related experience. Proficiency in Excel/Word and CIS software is preferred to manage accounts and generate reports.

Qualifications

• High School Diploma or GED is required.
• Two years related experience are required.

Responsabilités

• Monitor and direct CSR activity in credit, collection and red flag rules.
• Review account records per rules and regulations.
• Resolve escalated issues related to write-offs, bankruptcies, bad checks, and uncollected funds.
• Monitor accounts and aging reports; take action on collections.
• Produce weekly reports on write-offs and disconnects for non-pay.
• Explain and calculate residential and commercial utility bills.

Connaissances

Customer service

Excel

Word

CIS software

Problem solving

Conflict resolution

Account investigations

Negotiation

Creative thinking

Formation

High School Diploma or GED

Six months advanced study

Outils

CIS software

Microsoft Excel

Microsoft Word

Description du poste

Summary

Responsible for increasing utility bad debt collection within the department. Also, responsible for assisting Customer Service Representatives in the Walk-In Center, Field Operations and Call-Center Divisions.

Pay Range: $17.90 - $22.24 (Depending on qualifications and experience)

Essential Duties and Responsibilities

include the following. Other duties may be assigned

• Monitor and direct the Customer Service Representative's activity in the areas of credit, collection and red flag rules. Review all account records in accordance to rules and regulations.
• Resolve escalated customer issues pertaining to write-off's, bankruptcy, bad checks, and uncollected funds.
• Monitor customer account records and aging reports; take appropriate action regarding collection.
• Produce and maintain weekly reports related to write-off's and disconnects for non-pay.
• Explain and calculate residential and commercial utility bills.
• May assume division responsibilities in the absence of the direct supervisor.
• Proactively contact commercial or designated accounts which become past due or finalized.
• Investigate and pursue uncollectible accounts prior to delivery to third party collection agency.
• Make account pay arrangements, extensions or loans when necessary.
• File liens, issue warrants, research bankruptcies, investigate fraudulent activity, and account finals.

Minimum Qualifications

• High School Diploma or General Equivalency Diploma (GED)
• 2 years related experience

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience

• High School Diploma plus six months advanced study
• 2-4 years experience in utility collections, customer service or related field

Knowledge, Skills & Abilities

• Sufficient knowledge in general customer service practices and procedures
• Sufficient knowledge of utility operations and common credit and collections practices
• Skill in general computer operations (Microsoft Excel and Word)
• Skill in using CIS software
• Skill in problem solving and conflict resolution
• Skill in investigating complex account issues
• Ability to resolve complex customer issues
• Ability to negotiate appropriate account resolution
• Ability to generate new ideas, challenge the status quo, take risks, support change, encourage innovation, and solves problems creatively

Licenses and Certifications

• No Licenses/ Certifications required

Physical Requirements / Work Environment

The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards.