Collections Specialist

Under general supervision, the Collections Specialist supports utility billing activities through effective collections for delinquent or late bills. Ensures the effective collection of all gas, water, wastewater, solid waste, and general bills for active and inactive utility services. Environmental Factors Work is performed in a standard office environment. Physical Factors Light physical demands. Frequent use of a personal computer and telephone. Work Situation Factors Position involves competing demands, performing multiple tasks, working to deadlines, occasional work beyond normal business hours, and responding to customer issues. Regular attendance is an essential function of this job to ensure continuity of services. Position is subject to drug testing in accordance with applicable State and Federal regulations and City of Las Cruces policies. FIRST CONSIDERATION MAY BE GIVEN TO CURRENT CITY OF LAS CRUCES EMPLOYEES WHO MEET ALL THE MINIMUM REQUIREMENTS. Meeting or exceeding the minimum qualifications does not guarantee an invitation to participate in the process. This position is graded at RN12. Coordinates, supports, and provides specialized services for the collection of past due debt collection activities; supports accounts receivable staff, general billing staff, customer service department and management staff; facilitates appropriate strategic action plan. Initiates and maintains communication through phone calls, email, and correspondence with customers; addresses and resolves past due account and inactive accounts; provides direction and options on payment plans. Facilitates the lien delinquent process in Munis to identify inactive accounts; prioritizes accounts and gathers contact information. Prepares and creates reports to show the collection of paid services from accounts both inactive and active. Maintains detailed records and reviews accounts for follow up actions; communicate with individuals who have defaulted on agreed payment plans. Drafts emails and correspondence and presents appropriate documentation as needed. Works with management to discuss new ideas, planning, collection status, and collection project implementation. Associates Degree and a minimum of three (3) years of collections experience. A combination of education, experience, and training may be applied in accordance with City of Las Cruces policy. Licenses/Certification(s) Valid driver’s license may be required or preferred. If applicable, position requires an acceptable driving record in accordance with City of Las Cruces policies. Knowledge of: principles, practices, techniques, activities, rules, and regulations related to the operations and functions of the position and services provided; current principles of record keeping and records management; principles and practices of effective research methods and data analysis, customer service, and problem resolution techniques; occupational and environmental safety and health hazards, and safety practices; safe and effective use and maintenance of related tools, materials, and equipment; current methods and standards for preparing effective business correspondence; correct English usage, grammar, composition, spelling, punctuation and vocabulary; business and personal computers and related software applications; City organization, operations, policies, and procedures to effectively perform the required functions and duties of the position. Ability to: perform a variety of duties and responsibilities and assess and prioritize multiple tasks, projects, and demands to meet deadlines; ensure appropriate levels of customer service to achieve expectations and meet objectives; read, understand, and assure compliance with a variety of policies, procedures, rules, standards, and regulations governing related activities and functions; collect applicable information and maintain accurate and timely records; maintain confidentiality of information and data; communicate effectively orally and in writing and use interpersonal skills to sufficiently exchange or convey information and receive work direction; prepare and present accurate and reliable information and reports; establish and maintain effective and appropriate working relationships with employees, other agencies, and the public; safely and effectively operate relevant tools, equipment, and motorized vehicles; navigate across even and uneven surfaces; timely and accurately enter data and update records using various mediums and formats; take initiative and exercise sound independent judgment within established procedural guidelines andcarry out primary responsibilities in accordance with all governing regulations, statutes, and proceduresto ensure achievement of goals and objectives. Skills in: reading, understanding, and applying relevant rules, ordinances, codes, regulations, policies, and procedures; effectively managing assignments; responding to inquiries timely and within the scope of delegated authority; responding appropriately, maintaining objectivity and freedom from prejudice, and exercising sound judgment and understanding in all interactions; effectively working independently, or as a team member, in various environments with changing priorities; preparing and presenting various reports, documents, forms, and correspondence; researching information, analyzing data, maintaining accurate records, and updating information in various mediums and formats; operating a personal computer with installed generic and specialized software; preparing and presenting information in a clear and concise manner; demonstrating appropriate and effective interpersonal communication and conflict resolution skills; performing highly effective support in assigned areas. #J-18808-Ljbffr City of Las Cruces