Collections Specialist
: Job Details :

Safety/Security Status: NoneSUMMARY Performs all aspects of active and final delinquency operations for the department; responsible for printing active and final delinquency notices, managing returned checks/drafts, coordinating disconnection of service operations including preparing work orders and maintaining the billing system to ensure accurate records are maintained and attempt to collect on closed accounts by locating customers that leave without an accurate forwarding address; processes all types of payments for utility service and general government; communicates with the public by performing the following duties.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Reporting relationships, work assignments, and work schedules may be subject to change in order to meet City needs or operational requirements. Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position. Other duties may be assigned.Participates in the provision of customer service to approximately 30,000 combined utility customers, answering approximately 59,000 phone calls a year and the processing of approximately $129,000,000 in utility and general City payments each year.Leads the collection of final charges of approximately 9,200 closed accounts each year, approximately 2,000 of which become delinquent each year reducing to approximately 500 accounts that are written off each year.Accepts, enters and balances payments and deposits monies.Processes reports and payments from online sources such as payment website and IVR payment systems. Validate and update accounts for paperless and automatic payment methods.Prepares and runs queries and other reports associated with the active and final delinquency processes.Prepares and transmits notices of active and final delinquencies by mail and electronic systems.Reviews accounts for disconnection of utility service for delinquency.Creates and reviews work orders for staff to disconnect utility service.Manages returned checks/drafts by preparing notices, reviewing accounts, creating work orders for disconnection of utility service, preparing affidavits for turning items over to the Prosecuting Attorney's hot check office.Manages extensions for non-compliance and creates work orders for disconnection of service.Manages accounts that file bankruptcy against the City for utilities.Reviews unpaid final utility accounts, attempts to locate and contact the customer by mail or phone as allowable by law to collect debt.Uses system to skip trace individuals with unpaid final utility bills as a method of locating them.Enters information in billing software, especially bank draft and average billing information.Answers phone, email, and in-person inquiries about utility accounts and general City information.Operates and uses imaging software for archiving and research.Researches customer complaints and comments, then communicates results to the customer.Researches customer payments and determines if a payment has been misapplied.Set-up, transfer and terminate utility services.Notate accounts with pertinent information.Review accounts to ensure qualified for extensions upon customer request and grant or deny extensions based on City policy.Prepare adjustments to utility accounts.Communicate by radio, in person, by phone and email with staff and customers.Operates office machines and works in a safe manner.Maintains various files.Prepare various forms.Process returned mail.SUPERVISORY RESPONSIBILITIES None QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.REASONING ABILITY Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.COMPUTER SKILLS Must have demonstrated skills in Microsoft Word, Excel, Outlook or other similar software and have the ability to learn and operate in a variety of software programs.CERTIFICATES, LICENSES, REGISTRATIONS Must be able to be bonded in the State ofArkansas. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.