Customer Collections Specialist; Tier 1; Water Resources

Job Overview

This position is responsible for performing investigative, enforcement and collection duties pertaining to delinquent utility accounts for residential and commercial.

$36,732.80 – $38,569.44

* Internal rates may vary based on the selected candidate’s current grade.

We are looking for a Customer Collections Specialist to manage overdue utility accounts and ensure timely revenue recovery. This role involves locating customers, resolving account issues, negotiating payment plans, and supporting legal actions when necessary. The ideal candidate will be detail-oriented, organized, and committed to maintaining compliance while delivering excellent customer service.

The Customer Collections Specialist will be responsible for locating customers and resolving account issues through public record searches and internal skip tracing. Key responsibilities include investigating and recovering delinquent utility accounts, reviewing accounts receivable reports, and preparing detailed reports on past‑due balances. You will initiate and manage revenue recovery efforts, track collection letters, and monitor accounts in severance status. Additional duties involve negotiating payment plans, coordinating inquiries into final accounts and insufficient funds checks, and supporting potential legal actions such as liens or credit bureau reporting.

Maintaining accurate records, ensuring compliance with company policies and regulations, and prioritizing time‑sensitive tasks are essential. Success in this position requires strong collaboration with team members to achieve departmental goals while fostering a positive, customer‑focused environment.

Bilingual preferred not required

to view our Benefits at a glance

• Generous PTO & Holiday Plan
• Health Plans
• Health Savings Account
• Dental & Vision Plans
• Employee Assistance Program (EAP)
• Healthcare Flexible Spending Account
• Dependent Care Flexible Spending Account
• Tuition Reimbursement
• Cafeteria Benefit
• Life Insurance
• Short & Long‑Term Disability Insurance

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

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 from final accounts,…