Collections Specialist I

City of Garland; Salt Lake City (UT); On-site; USD 25,000 - 31,000; Full time

Job summary

City of Garland is seeking a Utility Debt Collector to increase collection efficiency and support Customer Service Representatives. The role involves handling credit and collections tasks within the Walk-In Center, Field Operations, and Call-Center Divisions.

Responsibilities include resolving escalated issues, monitoring aging accounts, and producing weekly reports on write-offs and disconnects. A high school diploma or GED with relevant experience is required.

Qualifications

• HS diploma or GED with 2 years related experience.
• Equivalent combination of education and experience acceptable.
• Preference for 2-4 years in utility collections or customer service.

Responsibilities

• Monitor and direct CSR activity in credit, collection, and red flag rules.
• Resolve escalated issues related to write-offs, bankruptcy, bad checks, and uncollected funds.
• Monitor accounts aging and take appropriate collection actions.
• Produce weekly write-off and disconnect reports.
• Explain and calculate residential and commercial utility bills.
• May assume division duties in supervisor's absence.
• Proactively contact past-due or designated accounts.
• Investigate uncollectible accounts before third-party collection.
• Make payment arrangements, extensions, or loans when needed.
• File liens, research bankruptcies, and investigate fraudulent activity.

Skills

Customer service

Credit & collections

Negotiation

Problem solving

Account analysis

Attention to detail

Communication skills

Conflict resolution

Education

High School Diploma or GED

Advanced study (preferred)

Tools

CIS software

Microsoft Excel

Microsoft Word

Job description

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.