Credit Representative II

Unitil-Service-Corp; Concord (NH); Hybrid; USD 29,000 - 33,000; Full time

Benefits offered by this job

Comprehensive benefits package

Flexible work arrangements

Company-paid holidays

Competitive retirement plan

Educational assistance

Job summary

Unitil Credit Representative II in Concord, NH handles credit and collections processes, communicating with customers, regulators, and internal teams to ensure timely and compliant resolutions. The role supports service continuity while upholding company policies and customer service standards.

The position offers hybrid/remote flexibility, requires coordination with the call center, and emphasizes accuracy, regulatory knowledge, and cooperative problem solving in a utility environment.

Qualifications

• Associates Degree or higher preferred with 1–3 years’ experience in Credit/Collections.
• Proficient in Windows environment and standard office software.
• Able to communicate professionally with customers and regulators.
• Ability to adapt in a changing environment and manage multiple tasks.

Responsibilities

• Review delinquency reports and monitor shut-off and reconnection activity.
• Process daily payment plan reports and delinquency handling, including Arrearage Management Program.
• Review customer deposit reports and refunds; manage final billed accounts to collection agencies.
• Ensure accuracy of agency information and system codes for timely processing of assistance payments.
• Monitor credit/collection system codes, faxes and reports for data integrity.
• Conduct daily outbound credit calls to high-balance customers and arrange feasible payment plans.
• Maintain knowledge of tariffs, regulatory requirements, and bankruptcy laws relevant to credit & collection.
• Assist in developing new credit & collection procedures and support departmental projects.

Skills

Credit/Collections experience

Excellent communication skills

Problem solving

Windows PC skills

Education

Associate or higher degree in related field

Tools

enQuesta CIS system

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Credit Representative II

Call Ctr-Concord-NH, Concord, NH, US

Salary Range: $21.40 To $24.11 Hourly

Manager will discuss at time of interview, this position being made available to some hybrid/remote flexibility.

Our Company

More than a utility company, Unitil provides energy for life.

Our work helps keep homes comfortable, businesses thriving and communities connected. Unitil is an investor-owned public utility proudly serving Maine, Massachusetts and New Hampshire. We are dedicated to delivering energy to our customers safely and reliably.

Unitil is committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. The continued success of Unitil is enhanced through initiatives that promote diversity and value our employees.

Take advantage of a comprehensive benefits package.

Unitil offers competitive salaries, a consumer-driven health plan, dental and vision coverage, flexible work, company-paid holidays, a, robust, highly competitive retirement plan and educational assistance.

*Note: Benefit offerings may differ between union and non-union employee groups

Position Purpose

Responsible for the effective and timely execution of many credit and collections processes and procedures. Effectively communicate with customers, other departments, regulators and agencies regarding credit related issues, while ensuring that the form of communication reflects the highest standard for conduct and professionalism. Provide assistance to customer service and support personnel in the resolution of credit related inquires and ensure that all work activities adhere to Company and Regulatory policies and procedures.

Principal Accountabilities

Time %

End Results

55%

Ensure a minimal amount of bad debt through the effective analysis and completion of assigned credit and collection activities in accordance with Company policy and regulations. Activities include items such as:

• Review all delinquency reports and monitor all shut-off and reconnection activity, including the timely processing of all information as it relates to the daily collection process.
• Review daily payment plan reports and process for delinquency, including managing specialty plans such as the Arrearage Management Program
• Review customer deposit reports and process for refund.
• Review and process final billed accounts to be managed and transferred to a collection agency.
• Review agency information and system codes to ensure accuracy and timely processing of assistance payments
• Monitor credit and collection system codes, faxes and reports to ensure that information is accurate and system programs are operating correctly.

20%

• Complete processing of daily outbound credit calls and effectively and professionally communicate with high balance customers, such as landlords and other customers in priority shut off situations.
• Provide these customers with the opportunity to submit appropriate documentation and make payment arrangements that are achievable by the customer and in the best interest of the Company, to avoid a disconnection of their service.

15%

• Ensure that the company complies with all applicable regulations by maintaining a thorough knowledge and understanding of client company tariffs, regulatory requirements, and bankruptcy laws as they apply to the credit and collection function.
• Assist in the review of all legal documents such as Surety Bonds, Irrevocable Letters of Credit, medical emergency letters and bankruptcy notifications and initiate collection of these instruments as needed.

10%

• Contribute to the development and implementation of new credit & collection procedures to improve efficiencies within the department and the Company.
• The incumbent is also responsible for assisting the Supervisor with departmental projects and other duties as needed.

Qualifications

• Associates Degree or higher preferred with one to three years’ experience in Credit/Collections environment, with working knowledge of Unitil’s CIS system enQuesta and the utility industry.
• Possess solid PC skills in a Windows environment.
• Have the ability to work in a changing environment.
• Have a high energy level, excellent communications skills, and patience to deal with irate customers in a professional manner and demonstrate an ability to solve problems.

Unitil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.