Collections Specialist

Job Title

Primary Duties

Responsible for conducting daily collection activities in a manner that maximizes revenue collections and customer service.

1. Execute outbound calls to customers with past-due balances, providing guidance on available options, including energy assistance information, in an effort to keep the gas on and clearly communicate upcoming collection actions when applicable. (50%)

2. Work assigned business process cases that include requests to research and process collection issues- including bad debt balance transfers, escheatment, dunning review, make outbound calls, write-off transfers, deposit waivers/changes, commercial installment plan requests and other internal and external customer requests. (25%)

3. Respond to and complete requests received in group mailbox, including but not limited to, installment plans and bad debt transfers. Communicate with commercial customers to establish installment plans. Perform Dunning Review on both Non-Standard and Standard accounts. Escalate complex issues to the designated level of authority. (10%)

4. Receive and review credit information from external sources to determine and secure appropriate credit assurance, i.e. cash deposit, irrevocable letter of credit, or security bond. Adjust deposits as needed. (5%)

5. Performs adjustments using the functions of the billing system such as deposit adjustments, statute of limitation adjustments, refunds, and debit transfers. Notes customer correspondence and all action taken into CSS. (5%)

6. Performs any duties not listed above as assigned by management, i.e., special projects. Keeps abreast of and adheres to corporate, departmental and regulatory policies and procedures. (5%)

Minimum Requirements

Educational/Experience Level: Bachelor's degree in Business or related field and one year related experience; or, a general educational knowledge normally acquired through a high school diploma or a General Equivalency Diploma (GED) and three years related experience.

Problem Solving / Independent Judgment:

Applies advanced skills to resolve complex problems independently. Can work with limited supervision by relying on experience and some degree of independent judgment. Can interpret procedures and policies to determine the best approach to achieve the desired outcome.

Communication Skills:

Requires the ability to communicate with internal and/or external customers in order to obtain and/or provide explanations and/or information. Requires excellent verbal and written communication and interpersonal skills.

Numeric Skills:

Requires the ability to perform addition, subtraction, multiplication and division and apply mathematical skills to problem solve.

Computer Skills:

Requires working knowledge of various business software applications to create documents, reports and/ or graphics. Requires proficiency in utilizing the customer information system.

Work Conditions:

Works in an office environment. Requires occasionally performing activities including, but not limited to, bending, stooping, grasping, reaching, twisting, turning and/or lifting.

Job Family:

Billing Operations & Services