Customer Collections Specialist (Tier 1) (WRD Enterprise Solutions Division)

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

• Investigates and collects monies for delinquent single family residential utility accounts. Reviews accounts receivables, payment schedules and prepares reports of past due accounts.  
• Conducts follow-up actions on delinquent accounts.
• Process Notice of Liens/Release and provide formal written pay offs & balances quotes for pending real estate transactions.
• Initiates revenue recovery efforts on past due accounts, track time sensitive collection letters and monitor assigned customer accounts with a status in severance.
• Establish appropriate short term payment plans and negotiate credit extensions on long term pay arrangements for delinquent accounts including Affidavit of Encumbrances.
• Maintains utility account receivables collection reports to ensure that all customer deposit expectations are within compliance with rate resolution standards and meet Utility Bond Covenants.
• Provides technical support to customers for online web access, auto bill pay options, and administers password re-sets.
• Coordinates and performs internal investigations into past due final accounts, insufficient funds checks, or other information for possible legal action such as notice of lien or report to National Credit Bureau.
• Process credit card payments and issues receipts. Updates all revenue recovery reports that affect reporting requirements mandated by the Federal Credit and Collection Act to ensure customer’s FICO credit rating information is properly processed and up to date.
• Investigates changes in property ownership, deaths, insolvencies and other factors causing delinquencies and recommends final disposition of cases.
• Process foreclosure and bankruptcy filings and proceedings to aid in revenue recovery efforts to ensure proper compliance with Federal Bankruptcy Code and Court proceedings.
• Performs other related duties as required.

Job Specifications

• Knowledge of Federal Collection laws, Ordinances, Regulations and rules affecting delinquent account investigations and collections.
• Knowledge of delinquent account investigation practices and collection techniques.
• Knowledge of geographical locations in Hillsborough County.
• Ability to follow oral and written instructions.
• Ability to work effectively with others.
• Ability to understand and apply the provisions of ordinances and regulations.
• Ability to prioritize work.
• Ability to follow established procedures.
• Ability to use a computer and related software.
• Ability to work with antagonistic persons or the public under adverse conditions.
• Ability to keep accurate records and complete reports.

Physical Requirements

• Sitting for long periods of time in an office environment. Extensive use of computer. Regularly repeat the same movements when entering data. Some filing is required. Answering high volume of calls. Face to face customer conversation requiring clear speech and good listening abilities.

 Work Category

• 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.

Minimum Qualifications Required

• Graduation from high school or possession of a GED certificate; AND
• Two years of experience in the credit and collections industry;

OR

• An equivalent combination of education, training, and experience that would reasonably be expected to provide the job-related competencies noted above.