Credit & Collections Representative

EPB; Chattanooga (TN); On-site; USD 38,000 - 55,000; Full time

Job summary

EPB in Chattanooga seeks a Credit Collections Representative to recover delinquent accounts while upholding policy and FDCPA/FCRA compliance. You will handle outbound calls, use research tools to locate debt information, and arrange payment plans for both residential and commercial customers.

The role requires an Associate's degree or equivalent experience and 2–4 years in related customer service or collections, with strong billing skills and proficiency in enQuesta/Omnia/DebtMaster.

Qualifications

• Associate's degree or equivalent experience required.
• Minimum of 2-4 years of related customer service or collecting experience and/or training.
• Able to successfully complete a series of customer relations and billing skills-related tests.
• Working knowledge of enQuesta, OMNIA, DebtMaster, and Microsoft Office Suite preferred.
• Working knowledge of the Fair Debt Collection Practice Act preferred.

Responsibilities

• Make outgoing calls to customers with past-due electric and/or fiber bills in an attempt to collect debts owed to EPB.
• Utilize multiple research tools to locate information on debtors for collections purposes.
• Make appropriate arrangements on accounts in response to customer issues concerning past-due bills, partial payment arrangements, or any other credit- or customer service-related issues.
• Answer and handle incoming calls from Commercial Customers concerning new services, or changes and/or additions to existing services. Also, calculate and bill security deposits, make payment arrangements, process payments over the phone as needed, and enter appropriate work orders for any customer-requested activities, including connects, disconnects, reconnects, construction requests, deposit evaluations, or any other credit or customer service requests from commercial customers
• Handle escalated residential customer calls from the Customer Service Department.
• Handle customer issues involving bankruptcies, theft of service, credit card fraud, civil suits, and any other collection activities for both active and inactive electric and fiber accounts.
• Routinely utilize various software programs such as enQuesta, Omnia, DebtMaster, and other collections software tools on a daily basis.
• Provide information on new commercial fiber products, rate plans, and services through upselling opportunities to commercial electric customers.
• Responsible for handling highly confidential customer information and adherence to all federal collections laws, as well as EPB policies and procedures.

Skills

Customer service

Debt collection

Communication skills

Problem solving

Education

Associate's degree or equivalent experience

Tools

enQuesta

OMNIA

DebtMaster

Microsoft Office Suite

Job description

Purpose

The Credit Collections Representative ensures timely collection of delinquent accounts by researching internal and external sources in order to minimize bad debt. The goal is to produce positive results while maintaining a high degree of professionalism and courtesy. Adherence to EPB policies and procedures regarding collections and compliance with the Federal Fair Credit Reporting Act and the Fair Debt Collection Practice Act is required. This department also receives incoming commercial calls and the Credit Collections Representative is responsible for handling all aspects of these calls as required as well as offering fiber services when and where available.

Duties and Responsibilities

• Make outgoing calls to customers with past-due electric and/or fiber bills in an attempt to collect debts owed to EPB.
• Utilize multiple research tools to locate information on debtors for collections purposes.
• Make appropriate arrangements on accounts in response to customer issues concerning past-due bills, partial payment arrangements, or any other credit- or customer service-related issues.
• Answer and handle incoming calls from Commercial Customers concerning new services, or changes and/or additions to existing services. Also, calculate and bill security deposits, make payment arrangements, process payments over the phone as needed, and enter appropriate work orders for any customer-requested activities, including connects, disconnects, reconnects, construction requests, deposit evaluations, or any other credit or customer service requests from commercial customers
• Handle escalated residential customer calls from the Customer Service Department.
• Handle customer issues involving bankruptcies, theft of service, credit card fraud, civil suits, and any other collection activities for both active and inactive electric and fiber accounts.
• Routinely utilize various software programs such as enQuesta, Omnia, DebtMaster, and other collections software tools on a daily basis.
• Provide information on new commercial fiber products, rate plans, and services through upselling opportunities to commercial electric customers.
• Responsible for handling highly confidential customer information and adherence to all federal collections laws, as well as EPB policies and procedures.

Education and Experience

• Associate's degree or equivalent experience required.
• Minimum of 2-4 years of related customer service or collecting experience and/or training.
• Able to successfully complete a series of customer relations and billing skills-related tests.
• Working knowledge of enQuesta, OMNIA, DebtMaster, and Microsoft Office Suite preferred.
• Working knowledge of the Fair Debt Collection Practice Act preferred.

Environmental Factors and Physical Requirements

• This position requires that the incumbent continuously sit and type. Must have the physical capacity to use hands for fine manipulation, such as typing.
• This position is in an office-type setting. Each person having his/her own workspace in a cubicle. Climate controlled, generally quiet, and well-lit.