Overview
Coordinates and performs a variety of technical and clerical debt collection activities of active and inactive delinquent utility accounts; prepares, reviews, analyzes and submits active delinquent utility accounts for account deactivation and water service turn-off; prepares, reviews, analyzes and submits inactive utility accounts for collection procedures and submission to debt collection agency; monitors and reviews payment plan applications and deferment agreements; assists in resolving delinquent account issues and accounting for debt collector trial balance; and performs other duties as assigned. Generates and analyzes credit control listing; researches accounts, notes, documentation, service orders and payments. Monitors payment plan applications and deferment agreements; restructures or revises payment terms within established procedures.
Responsibilities
Contact commercial and industrial delinquent utility accounts; generate automated calls to delinquent utility accounts using interactive voice response software.
Prepare and upload final collection notices to bill print outsourcer; send final collection notices to customers.
Utilize available resources and skip tracing techniques to ascertain locations of persons with past due accounts.
Coordinate monthly collection schedules and conduct quarterly audits of delinquent accounts. Finalize and submit credit control listing for account deactivation and water service turn-off; distribute listing to field crew and other departments; schedule theft-prevention maintenance orders.
Liaise with utility bill assistance program administrator, area charities, and help organizations to ensure agency pledges are processed and posted to utility accounts.
Perform process in software to assign and submit inactive delinquent accounts to debt collection agency/firm; liaise with debt collection agency by providing information regarding disputes and payments.
Reconcile debt collector trial balance; track debt collection payments; report debt collection payments received to debt collection agency.
Prepare bad debt accounts receivable information regarding bad debt expense. Compile and prepare various types of financial records, statements, and reports. Explain utility rates, fees, policies and procedures to customers; update and notate account/customer information. Calculate utility bills and account adjustments; prepare adjustment forms and supporting documentation for approval and processing.
Process electronic check, debit and credit card payments made over the telephone and provide confirmation numbers to customers. Assist with answering phones, responding to customer inquiries, resolving account issues; open and processing mail payments.
Perform other assigned tasks and duties as assigned.
Qualifications
Associates Degree in Business, Public Administration or related field and 1 year of customer service experience; OR an equivalent combination of education and experience to include one year of debt collection experience.
Must possess a valid Texas Driver License.
Work Environment and Physical Requirements Work is performed in a standard office environment. Subject to sitting for extended periods of time, standing, walking, bending, reaching, and lifting of objects up to 25 pounds. May be exposed to potentially irate members of the public.
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Responsibilities
Contact commercial and industrial delinquent utility accounts; generate automated calls to delinquent utility accounts using interactive voice response software.
Prepare and upload final collection notices to bill print outsourcer; send final collection notices to customers.
Utilize available resources and skip tracing techniques to ascertain locations of persons with past due accounts.
Coordinate monthly collection schedules and conduct quarterly audits of delinquent accounts. Finalize and submit credit control listing for account deactivation and water service turn-off; distribute listing to field crew and other departments; schedule theft-prevention maintenance orders.
Liaise with utility bill assistance program administrator, area charities, and help organizations to ensure agency pledges are processed and posted to utility accounts.
Perform process in software to assign and submit inactive delinquent accounts to debt collection agency/firm; liaise with debt collection agency by providing information regarding disputes and payments.
Reconcile debt collector trial balance; track debt collection payments; report debt collection payments received to debt collection agency.
Prepare bad debt accounts receivable information regarding bad debt expense. Compile and prepare various types of financial records, statements, and reports. Explain utility rates, fees, policies and procedures to customers; update and notate account/customer information. Calculate utility bills and account adjustments; prepare adjustment forms and supporting documentation for approval and processing.
Process electronic check, debit and credit card payments made over the telephone and provide confirmation numbers to customers. Assist with answering phones, responding to customer inquiries, resolving account issues; open and processing mail payments.
Perform other assigned tasks and duties as assigned.
Qualifications
Associates Degree in Business, Public Administration or related field and 1 year of customer service experience; OR an equivalent combination of education and experience to include one year of debt collection experience.
Must possess a valid Texas Driver License.
Work Environment and Physical Requirements Work is performed in a standard office environment. Subject to sitting for extended periods of time, standing, walking, bending, reaching, and lifting of objects up to 25 pounds. May be exposed to potentially irate members of the public.
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