(CSP2)-Collection Specialist II

Job Information

General Responsibilities:

Responsible for demonstrating good customer relations and assisting in accurately handling claims filed on bankruptcies received for Chapters 13, 11, 9 and 7 with appropriate municipal courts. Communicate with consumers and attorneys as needed to ensure they take appropriate actions promptly. Demonstrate the ability to apply rules and standards of BWW about bad debt recovery and reducing accounts receivable delinquency. Perform administrative duties specific to business needs and partner with other employees to create and maintain a wholesome work environment. Utilize SAP/ERP system for daily billing, charge-offs, and collection procedures. Identify errors related to charge-offs and make necessary corrections as needed.

Essential Job Functions:

• Perform daily outbound collection calls on delinquent accounts.
• Analyze accounts, identify problems concerning services and billing information to resolve escalated customer complaints. Correspond with internal and external entities through written and verbal communications regarding charge-offs, bankruptcies, misread and leak meters, billing errors, leak repair invoices and in-person promptly and professionally.
• Process billing adjustments on misread meters, leaking meters, billing errors, etc., promptly.
• Utilize SAP/ERP billing system to investigate and make corrections for billing errors, misread meters, and leak adjustments.
• Investigate meter reading errors, lead adjustment, customer inquiries, SAP issues, and communicate with management about a resolution. Maintain daily emails and investigate inquiries by other utility authorities.
• Provide detailed information to a third-party collection agency (account verification) on customers about the service billing information on accounts charged off in SAP.
• Assist the department management team by investigating each customer’s concerns referred by senior management.
• Compile extensive and detailed account information and respond to our legal team and management regarding subpoenas’ requested information.
• Provide quality customer service to internal and external entities.
• Assist with bankruptcy and charge-off process to decide on customer inquiries when completing the moving out and moving in process
• Perform daily outbound collection calls on delinquent accounts.
• Analyze accounts, identify problems concerning services and billing information to resolve escalated customer complaints. Correspond with internal and external entities through written and verbal communications regarding charge-offs, bankruptcies, misread and leak meters, billing errors, leak repair invoices and in-person promptly and professionally.
• Process billing adjustments on misread meters, leaking meters, billing errors, etc., promptly.
• Utilize SAP/ERP billing system to investigate and make corrections for billing errors, misread meters, and leak adjustments.
• Investigate meter reading errors, lead adjustment, customer inquiries, SAP issues, and communicate with management about a resolution. Maintain daily emails and investigate inquiries by other utility authorities.
• Provide detailed information to a third-party collection agency (account verification) on customers about the service billing information on accounts charged off in SAP.
• Assist the department management team by investigating each customer’s concerns referred by senior management.
• Compile extensive and detailed account information and respond to our legal team and management regarding subpoenas’ requested information.
• Provide quality customer service to internal and external entities.
• Assist with bankruptcy and charge-off process to decide on customer inquiries when completing the moving out and moving in process.

Essential Job Functions Con't

• Research and validate the bankruptcy using various legacy and paid services to determine the course of action for collections activity. Utilize the court website to file any balances using proof of claim.
• Process delinquent accounts. Submit delinquent accounts and credit reports to supervisor as needed to ensure that report adheres to organization policies and procedures; remit payments due to the collection agency as calculated from the appropriate reports.
• Provide detailed information to customers about service and billing information on accounts charged off, emphasizing making the customer’s experience with the organization positive. Take customer calls, mail, emails, and in-person inquiries obtaining all information to resolve the transaction. Review and research information promptly and professionally. Ensure customer satisfaction by discussing billing questions and service concerns and problems.
• Perform routine record-keeping duties such as filing, distributing reports such as charge-offs to customers requesting payments of delinquent accounts 45 days past due and maintaining contact with representatives of other utility companies for benchmarking on resources and services available
• Perform all work safely in accordance with established safety policies and procedures. Comply with all safety and health standards and guidelines issued by management.
• Perform other duties as assigned.

Education:

High School diploma or equivalent required. Associate degree preferred.

Certifications

Experience:

Two (2) years of customer service or collections-related experience required. Call center experience preferred.  Excellent customer service, analytical, verbal and written communication skills. Excellent Microsoft Office 365 (Word, Excel and Outlook) skills. Ability to interact with the public tactfully and courteously and work effectively with other employees. Ability to make arithmetic computations with reasonable speed and accuracy and must possess skills in coding information into proper form for entry into the computer system.

Supervision:

None

Physical Demands:

• Ability to stand, walk or sit for extended periods
• Reaching by excreting hand(s) or arms(s) in any direction
• Finger dexterity is required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal parameters
• Ability to lift 25 pounds

Working Environment:

• Moderate noise (business office)