Utility Credit Counselor
City of Mesa, Arizona City, AZ, United States
Overview
A Utility Credit Counselor serves as the primary point of contact for customers requesting payment arrangements on delinquent utility accounts and establishment of new commercial service utility accounts. This involves interacting directly with customers/citizens in person, by telephone, via e-mail, and in writing to process a variety of service requests and to receive and apply various payments for utility accounts (electric, gas, water, wastewater, solid waste, irrigation, and hydrant meters). Individual job assignments may vary. This class is FLSA nonexempt and is responsible for performing related duties as required.
Responsibilities
Counsel utility customers regarding outstanding utility balances and determine eligibility for payment arrangements.
Explain delinquency processes, review and evaluate accounts to make appropriate determinations, and make outbound collection calls for outstanding balances.
Quote deposits and explain the requirements to establish commercial utility accounts; obtain information and resolve billing disputes.
Evaluate and determine residential and commercial deposit amounts for customer account maintenance; communicate with insurers regarding surety utility bonds.
Retrieve and process information regarding a customer’s credit history and financial situation; complete various reports.
Interpret and explain City ordinances, policies, and procedures to customers; exercise diplomacy, tact, patience, and professionalism in difficult public contact situations.
Routinely handle difficult public contact situations with initiative and independent judgment to ensure accuracy and completeness of work.
Perform related duties as required by assignment.
Public Contact and Interpersonal Skills
The public contact component involves explaining and interpreting the City's policies and procedures, answering complex questions, and resolving customer problems and complaints. Employees may interact with citizens who are often angry, confused, or hostile. Work is performed independently within established guidelines and procedures under general supervision. This role is distinguished by significant public contact that may be tense or confrontational.
Qualifications
Minimum Qualifications Required. Any combination of training, education, and experience equivalent to graduation from high school or GED. A minimum of three years’ full-time experience in collections or two years full-time experience in a utility customer service environment.
For the full job description and additional information regarding assignments, preferred qualifications, and essential functions, refer to: http://apps.mesaaz.gov/jobdescriptions/Documents/JobDescriptions/cs4194.pdf
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A Utility Credit Counselor serves as the primary point of contact for customers requesting payment arrangements on delinquent utility accounts and establishment of new commercial service utility accounts. This involves interacting directly with customers/citizens in person, by telephone, via e-mail, and in writing to process a variety of service requests and to receive and apply various payments for utility accounts (electric, gas, water, wastewater, solid waste, irrigation, and hydrant meters). Individual job assignments may vary. This class is FLSA nonexempt and is responsible for performing related duties as required.
Responsibilities
Counsel utility customers regarding outstanding utility balances and determine eligibility for payment arrangements.
Explain delinquency processes, review and evaluate accounts to make appropriate determinations, and make outbound collection calls for outstanding balances.
Quote deposits and explain the requirements to establish commercial utility accounts; obtain information and resolve billing disputes.
Evaluate and determine residential and commercial deposit amounts for customer account maintenance; communicate with insurers regarding surety utility bonds.
Retrieve and process information regarding a customer’s credit history and financial situation; complete various reports.
Interpret and explain City ordinances, policies, and procedures to customers; exercise diplomacy, tact, patience, and professionalism in difficult public contact situations.
Routinely handle difficult public contact situations with initiative and independent judgment to ensure accuracy and completeness of work.
Perform related duties as required by assignment.
Public Contact and Interpersonal Skills
The public contact component involves explaining and interpreting the City's policies and procedures, answering complex questions, and resolving customer problems and complaints. Employees may interact with citizens who are often angry, confused, or hostile. Work is performed independently within established guidelines and procedures under general supervision. This role is distinguished by significant public contact that may be tense or confrontational.
Qualifications
Minimum Qualifications Required. Any combination of training, education, and experience equivalent to graduation from high school or GED. A minimum of three years’ full-time experience in collections or two years full-time experience in a utility customer service environment.
For the full job description and additional information regarding assignments, preferred qualifications, and essential functions, refer to: http://apps.mesaaz.gov/jobdescriptions/Documents/JobDescriptions/cs4194.pdf
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