CUSTOMER CARE SPECIALIST/COLLECTIONS

Intra-Department

JOB OPENING

CITY OF FARMINGTON

JOB POSITION #218 - CUSTOMER CARE SPECIALIST/COLLECTIONS

NUMBER OF VACANCIES: 1

DEPARTMENT: Electric Utility / Customer Service

WORK LOCATION: MOC

SALARY RANGE: $19.51 - $30.37 / Hour

PAY GRADE: I - Non-Exempt

TYPE OF POSITION: Regular / Full-Time

DAYS WORKED: Monday - Friday

HOURS WORKED: 8:15 a.m. - 5:15 p.m.

APPLICATIONS WILL BE RECEIVED THROUGH: December 11, 2024

SUBMIT APPLICATIONS ONLINE - CITY OF FARMINGTON INTRANET HUMAN RESOURCES - INTERNAL JOB POSTINGS

JOB DUTIES

ESSENTIAL DUTIES

Under direction and general guidance of the Customer Care Manager, provides supervision, oversight, and direct participation in the completion of collection activities and various Customer Care assignments.

Using excellent customer service skills, establishes and maintains effective working relationships with other employees, officials and all members of the general public.

Responsible for the direction, maintenance, accuracy, and performance of routine credit and collection practices that may include, but not limited to: third party authorization agreements, authorized party agreements, medical waivers, bankruptcies, returned checks, tamperings, payment plans, settlement agreements, deposit assessments, liens, estates, Low Income Heating Energy Assistance Program (LIHEAP) verification and pay reports, and utility assistance payments.

Drive collections strategy in an effort to minimize bad debt write offs and maximize cash receipts.

Actively manage write-off concerns and create analysis to determine the appropriate course of action to minimize write off balances. Skip trace and audit delinquent accounts considered uncollectible to ensure maximum efforts have been taken before reporting to a collection agency and assigning bad debt status to accounts.

Responsible for maintaining a relationship with collection agency vendor. Responsible for all communication, upload of information and the maintenance of all reported collection accounts.

Focus on minimizing DSO, account balances over 90 days past due. Actively monitor and document customers whose account balances become severe and communicate with management.

Advise personnel on how to efficiently use collections tools to contact customers and resolve outstanding, unpaid balances.

Ensure compliance with applicable laws and regulations, including federal and state collection laws. FACT Act, Fair Debt Collection Practices Act, and Fair Credit Reporting Act.

Schedules and coordinates specific daily functions for assigned staff, i.e., customer account maintenance, credit and collections, and customer inquiries to ensure a balanced workload between personnel as well as responsiveness, professionalism, and customer satisfaction.

Review and manage collection staff activities including coordination with field personnel and outside collection agency activity.

Using independent judgment makes recommendations to the Customer Care Manager relating to personnel actions including, but not limited to the development of performance goals and metrics, training, interviewing, hiring, counseling, discharging, and other disciplinary actions. Prepares performance evaluations for assigned staff.

Assists with regular staff meetings to inform staff and provide positive group problem solving.

Maintains contact with Legal department regarding bankruptcies, special collections efforts, lawsuits, liens, and estates.

Occasionally provides back-up coverage for peers. May provide back-up coverage for Operations Coordinator and / or Customer Care Manager.

Thorough knowledge of Customer Care processes, policies, procedures and rate classes.

Thorough knowledge of basic computer software packages, i.e. Microsoft Suite (Office, Word), and the city's CIS system - Central Square. Possess the ability to learn new computer programs and database systems in order to effectively communicate with our collection vendor.

Effectively address customer collection inquiries and resolve complaints and inquiries as directed. Develop resolutions or compromises that will meet the customer's needs and that of the City.

Compiles a variety of reports related to the activity of Customer Care. Provide feedback to management and recommends strategies for improvement.

Responsible for the accuracy, maintenance, and troubleshooting of the utility billing system to include: code upkeep, file transfers, and bill processing in relation to credit and collection activities.

Knowledge of Human Resources policies, procedures, rules and regulations.

May be required to testify on behalf of the City relating to utility accounts.

NON-ESSENTIAL DUTIES

The duties listed above are intended only as illustrations of the various types of work that may be performed. 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.

QUALIFICATIONS

This position is subject to the City of Farmington's Drug and Alcohol Free Workplace Policy.

Must successfully pass a criminal background investigation due to frequency of access to private property and cash receipts.

A high school diploma or GED is required. An Associate's Degree with specialized course work in business, management or accounting preferred.

Four (4) years of progressively responsible work experience in a customer service environment or quantifiable experience sufficient to perform all listed duties preferred. A minimum of three (3) years of supervisory experience is preferred.

Team skills in providing group problem solving and positive motivation.

Comprehensive knowledge of utility billing systems, collections, and electric/water utilities preferred.

Demonstrated ability to communicate effectively in writing and orally with customers, employees, supervisors, other City personnel, other commissions, councils, or committees, and the public.

Ability to work under pressure, handle stress and stressful situations, meet deadlines with frequent interruptions, and multi-task. Ability to communicate in an efficient and calm manner with distraught, irate, angry, upset, or difficult customers and resolve problems effectively.

Establish and maintain cooperative working relationships with co-workers, supervisors, other City personnel, and the public.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to read, comprehend, and explain, as required, the City of Farmington Electric Utility System's Rules and Regulations, the City's Code, Personnel Rules and Regulations, Safety Rules and Regulations, as well as departmental and division policies and procedures.

Must have a valid New Mexico driver's license.

Ability to operate tools and equipment listed.

TOOLS AND EQUIPMENT USED

This position will be required to use equipment such as, but not limited to: calculator, phone, radio, fax, scanner, copy machine, and personal computer to include spread sheeting, graphing, word processing, and presentation software; HTE utility billing systems on AS/400 and Turtleware on a PC, and a motor vehicle.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the 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, talk and hear.

The employee is occasionally required to walk, use hand to finger, handle or operate objects, tools or controls, and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT

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 work environment is a normal office setting. Noise level is usually quiet.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER, M/F/D/V.

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