Support Collections activity for past due accounts through contact, service suspension, dispute resolution, and any other special projects related to aged customer accounts.
Works under supervision of the Revenue Manager
Employee will self-manage daily workflows from the Billing and Collections systems and will not have any supervisory duties to exercise over any other employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Review accounts within 5 days of cycle billings for past due balances to identify proper collections activity or action needed.
Follow department policies and procedures to provide standard payment arrangements for at risk customers.
Assign tasks for action or follow up appropriate to the level of past due risk.
Contact customers via phone, email, and letter to offer payment assistance or arrangements; communicate billing activity/due dates; and answer general questions.
Properly notate billing systems and collections tools for follow up activity related to customer contacts
Process orders appropriate to billing system and product to restore services when payment is received.
Identify customer issues or barriers that prevent full payment, and collect on undisputed balances.
Handle escalation issues (i.e. – credit requests, notifications)
Educate customers to pay a full invoice every thirty days and to keep all past due invoices cleared.
Special projects and tasks as needed by management request.
Promote and educate e-pay and special payment systems to customers
Assist as needed with projects in regards to customer accounts and internal system.
DESIRED MINIMUM QUALIFICATIONS
Education and Experience:
Graduation from an accredited High-School or GED equivalency program.
Classes taken or graduation from an accredited two- or four-year college or university with a degree in Business Administration, Banking, Finance, or any general business field, and/or
One (1) year of experience in customer service, contact center or banking environment, or
Any equivalent combination of education and experience.
NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES
Proficient in Microsoft software(s) (i.e. – Excel, Word), and other tools and systems provided to verify late notices, payments, credits, and general account status.
Typing speed of 40 WPM or higher.
Ability to multi-task while maintaining the various responsibilities of the position.
Exceptional verbal and written communication skills for phone and email activity (management/customers)
Outstanding time management and work prioritization skills
Demonstrated knowledge of best-in-class telephone etiquette and customer handling skills
Passionate focus on customer responsiveness and ability to instill customer confidence
Demonstrated insight and judgment in knowing when and how to seek help
Basic understanding of utility company or general collections industry guidelines related to over the phone collections is a plus (not required)
TOOLS AND EQUIPMENT USED
Personal computer, including word-processing, database and spreadsheet programs; calculator, telephone, copy and fax machine.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. 90% of employee’s time is spent sitting at desk, typing on keyboard and viewing monitor.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderately quiet.
Keyword: Accounts Receivable, Collections
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