Collections Specialist-Utility Billing

Spring Hill, City of (TN); Spring Hill (TN); Sur place; USD 45 000 - 60 000; Plein temps

Résumé du poste

The City of Spring Hill seeks a Collections Specialist to manage delinquent water and sewer accounts under the Finance Director. You will communicate with customers, arrange payments, coordinate shut-offs/reconnections, and maintain precise records of all collection activity.

Requirements include a high school diploma and two years of experience in collections or customer service. Proficiency with MS Office is expected; billing software experience is a plus.

Qualifications

• Two years of collections, billing, or customer service experience.
• Knowledge of collections procedures.
• Ability to communicate professionally in challenging situations.
• Proficiency with Microsoft Office; basic billing software helpful.

Responsabilités

• Monitor aging reports and identify delinquent utility accounts for follow-up.
• Review accounts to determine balances and appropriate actions.
• Initiate collection activities per city policies and procedures.
• Contact customers via phone, email, and mail regarding balances and options.
• Negotiate and establish payment arrangements per city policies.
• Work with Billing Supervisor and Customer Service to resolve concerns.
• Coordinate with field staff regarding disconnections/reconnections and actions.
• Process payments and update account records to reflect activity.
• Assist with reconciling daily deposits and account adjustments.
• Document all interactions for audit and reporting purposes.

Connaissances

Communication

Attention to detail

MS Office

Customer service

Independent work

Privacy regulations

Formation

High school diploma or equivalent

Some college coursework in accounting or business

Outils

Utility billing software

Description du poste

Under the general supervision of the Finance Director, the Collections Specialist is responsible for the collection of delinquent water and sewer accounts. This position communicates with customers regarding overdue bills, establishes payment arrangements, coordinates with field staff regarding service shut-offs and reconnections, and maintains accurate records of all collection activities. The role requires excellent communication skills, attention to detail, and the ability to manage difficult customer situations professionally and tactfully.

Account Monitoring & Collections

• Monitor aging reports and identify delinquent utility accounts requiring follow-up.
• Review customer accounts to determine outstanding balances and appropriate collection actions.
• Initiate collection activities in accordance with established city policies and procedures.

Customer Communication & Payment Arrangements

• Contact customers via phone, email, and mail regarding past-due balances and available payment options.
• Negotiate and establish payment arrangements in accordance with city policies.
• Respond to customer inquiries related to billing, payment plans, and collection activities.
• Work closely with the Billing Supervisor and Customer Service team to ensure consistent communication and timely resolution of customer concerns.

Utility Service Coordination

• Coordinate with field crews regarding utility service disconnections and reconnections, as appropriate.
• Communicate collection-related service actions and ensure appropriate coordination between departments.

Payment Processing & Account Reconciliation

• Process customer payments and update account records to accurately reflect collection activity.
• Assist with reconciling daily deposits and reviewing account adjustments related to collections.
• Ensure customer account information and payment activity are accurately maintained.

Documentation, Reporting & Professional Development

• Document all customer interactions and maintain accurate records for auditing and reporting purposes.
• Participate in staff meetings, training sessions, and other departmental activities as required.

Perform other related duties as assigned.

Minimum Qualifications:

• High school diploma or equivalent required; some college coursework in accounting or business preferred.
• Two (2) years of experience in collections, billing, or customer service, preferably in a utility or municipal environment.

Knowledge, Skills & Abilities for Successful Job Performance:

• Knowledge of collections procedures and customer billing practices.
• Ability to communicate clearly, professionally, and respectfully with customers in challenging situations.
• Strong attention to detail and accuracy in account maintenance and documentation.
• Proficiency in Microsoft Office applications; experience with utility billing software is a plus.
• Ability to work independently and manage time effectively in a fast-paced environment.
• Knowledge of privacy regulations and customer confidentiality requirements.

Additional Requirements:

• Valid driver's license.
• Successful completion of a background investigation.

Physical Requirements:

• Work is performed primarily in a standard office environment.
• Requires prolonged periods of sitting, standing, walking, and computer use.
• Occasionally lifts and carries files or office materials weighing up to 10 pounds.
• Requires the ability to communicate effectively in person, by telephone, and electronically.

Equal Employment Opportunity Statement

The City of Spring Hill is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Reasonable Accommodation

The City is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA).

Job Description Disclaimer

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. The City reserves the right to assign, modify, or remove duties and responsibilities as operational needs require.

Nothing in this job description creates an express or implied contract of employment. Employment with the City remains at will unless otherwise provided by applicable law or written agreement.