Collections Specialist

Job Code: 21155 Salary Grade: 8 Salary Range: $36,774 - 55,999 FLSA: Nonexempt

Department - Utility Customer Operations 

The purpose of this classification is to assist with the collections and security deposit program for the County's water utility.

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Processes payments for utilities and other fees and services; receives monies from customers by check, cash, and credit card; documents payments received; enters payment information into computer system; balances cash drawer daily; prepares and submits bank deposits; and maintains related documentation and reports.

Updates and credits customer account records; records and codes payments in billing system; enters relevant information to assist with skip-tracing or recording customer risk profiles; and coordinates with other employees to ensure accounts are managed within credit conditions, to examine customer queries, and reconcile and report on accounts as needed.

Monitors past due accounts; reviews delinquent customer listing; contacts customers to investigate late or non-payment of accounts; facilitates corrective action; schedules cut-offs; researches and corrects errors in accounts; collects on past due accounts; and prepares related reports.

Performs customer service functions; provides information and assistance regarding County utility services, procedures, forms, fees, or other issues; responds to routine questions, complaints, or requests for service; initiates problem resolution; conducts research; and recommends solutions.

Reviews accounts receivable and credit control systems and processes, and implements improvements to increase the efficiency and effectiveness of the function.

Minimum Qualifications:

High school diploma or GED required; two years of experience in accounts receivable or closely related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Supplemental Information:

Preferred Qualifications:

Minimum of two (2) years of experience in first-party, third-party, or legal collections

Proven experience in a call-center collections environment

Clear, confident, and persuasive communication skills

Ability to analyze data, solve problems, and make informed recommendations

Highly organized with strong attention to detail

Results-oriented, demonstrating urgency and follow-through in execution

Leads by example with a high degree of accountability