Collections Specialist

Collections Specialist

The Collections Specialist will have the responsibility of ensuring the Credit and Collections policies for NorthWestern Energy are followed to achieve the company's financial goals. The primary role is to recover unpaid revenue while delivering customer satisfaction and improving the customer experience. The ideal candidate is able to work as part of team and able to work in an environment where work assignments change frequently. All calls are recorded and are subject to call monitoring to ensure customer interactions are delivered to the expectations of NorthWestern Energy.

We offer great benefits:

• 401K with company match up to 4% and non-elective contribution up to 7%
• Healthcare and wellbeing programs, including dental and vision for you, your spouse and dependents, Health Savings Account (HSA), healthcare and dependent care flexible spending account (FSA)
• Employee Assistance Programs (Offering up to six free counseling sessions, per person, per issue, per year for employees, spouses and dependents to include financial health)
• Life Insurance (Company pays basic employee policy; spouse, dependent insurance also available)
• Continuing education reimbursement
• Competitive pay (Scheduled performance-based wage increases and annual incentive opportunities.)
• Paid company endorsed volunteer opportunities
• Paid parental leave
• Paid bereavement leave
• Paid training opportunities
• Paid time off starting on your first day, plus 11 paid holidays

Benefits may vary by position or as negotiated as part of a collective bargaining agreement.

About this job:

• Review accounts to determine the best way to approach the customer and executing the policies
• Provide customer service in regards to debt issues
• Data entry
• Process collections actions within CIS system
• Review/process accounts for transfers and refunds
• Review accounts for accuracy prior to Disconnect for Non-Payment (DNP)
• Review outstanding inactive accounts prior to sending to collections agency
• Respond professionally and positively to customer interactions and complaints regarding their account
• Work with collection agencies to collect debt from customers
• Work with Assistance agencies
• Set up/monitor payment arrangements
• Processing customer communications related to collections
• Review returned mailings
• Identify and review fraud, disputes regarding collections, and bankruptcy letters
• Participate in task rotation with other team members
• Work overtime including evenings and weekends as needed
• Process Behavioral Scoring
• Work closely with team members to create ways to collect revenue and find success as a group
• Scan, print, file, and retrieve documents
• Make copies, send faxes, and send mail as needed
• Update of all business and technical documents and processes
• Travel off-site for training/testing (up to 10% travel per year)
• The ability to maintain regular, reliable, and punctual attendance is an essential function of this position, consistent with applicable laws and reasonable accommodation requirements
• All NorthWestern Energy employees are required to adhere to company safety standards and the Code of Business Conduct & Ethics
• Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objective

Am I right for this job? Here's the success profile:

• High School Diploma or equivalent level of education
• Proficient computer skills and knowledge of Microsoft Suite
• Demonstrate and maintain good safety record
• A valid driver's license and satisfactory driving record may be required
• Get Into Energy - Energy Industry Fundamental 2.0 certification is a plus (click the link to certify at no cost)

Requisition #5048