Account Collections Specialist

POSITION DESCRIPTION

DUTIES AND RESPONSIBILITIES

• Monitor customer accounts for payment delinquencies.
• Process work orders for service disconnection
• Work with customers and third parties to provide, establish and maintain customer payment arrangements.
• Determine and transfer delinquent accounts to collection agencies and/or conciliation court.
• Process account adjustments for bankruptcy filings.

• Perform minimal cash management/billing functions.

• Balance payments posted on customer accounts and reconcile accounts receivable.
• Maintain customer refund accounts.
• Handle billings/adjustments to customer accounts for ad hoc services rendered such as Energy Assistance.
• Work with all returned checks and automatic bank payments.
• Correct credit card declines/clarifications.
• Process electronic payment files from various bill-pay aggregators and Energy Assistance.

• Respond to unusual or extreme cases in Collections.
• Answer Customer Care inquiries when staffing levels require additional assistance.

• ESSENTIAL JOB FUNCTIONS

MINIMUM QUALIFICATIONS

Education and Experience
High school diploma or equivalent GED and a minimum of two (2) years' experience in managing accounts receivable and collections with an emphasis on customer service.

Desirable Qualifications
Post-secondary education in accounting, business, finance, communications or related field.
Experience interacting with a highly diverse customer population.
Experience with additional languages utilizing both oral and written communications proficiently.
Experience with Cayenta Customer Information System (CIS) and/or other Customer Relationship Management (CRM) software.

ADDITIONAL INFORMATION

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of: computers with a demonstrated proficiency in using Microsoft applications; professional office methods and procedures, telephone techniques and office equipment; and English, math, spelling, punctuation, sentence structure and grammar.

Skill in: being well organized; communicating effectively with employees, departments, management, and the general public; being self-motivated; maintaining cooperative working relationships; operating multi-line telephone system.

Ability to: learn and apply CIS/CRM & other specialized tools specifically related to this position; exercise good judgment in analyzing transactions and determining appropriate actions; listen and respond quickly and courteously to customer requests; meet and communicate with customers in a tactful, efficient manner either in person or over the telephone or by correspondence; enter account data into computer with accuracy; maintain composure in stressful situations; maintain confidentiality; foster and inspire teamwork; understand the business of RPU, maintain and expand knowledge of relevant utility industry issues; and operate cash register and/or cashiering software.

PHYSICAL AND ENVIRONMENTAL CRITERIA
In compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position. The employee must be able to perform the essential functions with or without accommodation.

In consideration of the overall amount of physical effort required to perform this position, the work is best described as Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Movements such as stooping, kneeling, crouching or bending are rarely required. Reaching overhead or in front of body is sometimes required.

Simultaneous and repetitive use of the hand, wrist, and fingers is often required.

Excellent sensory skills (sight, hearing, speech), are essential.

The majority of the workday is spent indoors viewing a computer screen.