Collections Representative

JOB POSITION: COLLECTIONS REPRESENTATIVE

Division:
Collections & IS

Status:
Non-Exempt

Grade: 102

Job Code: 615

Reports to:

Collections Supervisor

Date: 07-01-07

Revised Date: 04-01-22

Last Reviewed Date: 04-01-22

Performs a variety of duties in the collection of utility payments. Receives, verifies, and applies payments to customer accounts. Researches accounts as needed for transfers and payments applied. Reconciles cash, check, and credit card receipts daily and resolves any out-of-balance problems. Processes deposit/credit refunds, delinquent and disconnection notices. Prepares a variety of reports. Acts as backup for cashier. Assists customers and maintains files.

Assists other departments in the Customer Service/Billing division as needed. Other duties as assigned. Requires graduation from high school or GED equivalent supplemented by coursework in accounting, information systems, business, bookkeeping or related field plus two (2) or more years of experience in accounting, cashiering, and/or collections of delinquent accounts in an automated customer service environment preferably in utilities or equivalent combination of education and experience.

• Receives and records a variety of payments and other payment-related transactions; verifies and applies payments to appropriate accounts; issues receipts.
• Reconciles cash, check, and credit card receipts daily and resolves any out-of-balance problems.
• Reports problems and conflicts to supervisor as soon as possible.
• Researches and processes documentation for balance transfers and misapplied payments.
• Provides backup for other departments in high-volume times.
• Provides backup for cashier and Senior Collector in high-volume times or if cashier is absent.
• Posts invoices for payment to the accounts payable system.
• Files completed work in accordance with department policy.
• Processes deposit refunds to accounts.
• Sets up bank drafts on customer accounts.
• Reconciles bank statements as needed.
• Prepares daily Collections reports for Finance as needed.
• Prepares and processes credit refunds.
• Prepares daily collections reports for bank deposits.
• Projects currency and coin requirements and reorders as necessary.
• Maintains petty cash records.
• Provides information to customers regarding pertinent rules, policies and procedures related to cash and cash-related transactions; directs customers to proper offices to seek resolution of problems beyond the information available to the cashier.
• Maintains the highest level of confidentiality of Water Authority and customer records.
• Assists in processing delinquency notices to customers within company policies.
• Assists in establishing and maintaining hard copy collection files for all delinquent accounts and maintains collection file data in an automated delinquent collection system.
• Assists in processing disconnection notices for customers who have not made proper payments on their account as well as disconnection notices for customers with broken payment plans and initiates work orders for field service work with regard to disconnection.
• Assists in contacting customers prior to lien placement to discuss account status.
• Releases liens and maintains lien records monthly, as needed. Researches and transfers misapplied payments to correct accounts.
• Assists in maintaining accounts for the State's Debt Set-Off Collection Program.
• Assists in interpreting U.S. Bankruptcy court filing documents and court orders to determine bankrupt status of debts to the Water Authority.
• Assists in preparing office files for bankrupt debtors and files Proof of Claim with the U.S. Bankruptcy Court Clerk office.
• Maintains records for off-site storage.
• Assists in closing service orders for disconnects and reconnects when returned from field personnel.
• Performs special projects as assigned by supervisor and management.

No supervisory responsibilities

• Ability to review and recommend improvements in processes and procedures for assigned area.
• Ability to think logically and comprehend data.
• Ability to work with minimal supervision.
• Ability to work safely and obey all safety rules.
• Ability to…