Collections Specialist -Tier 2

Location: Los Angeles
Posted on: April 15, 2024

Job Description:

GENERAL PURPOSE

Support Collections activity for past due accounts through contact, service suspension, dispute resolution, and any other special projects related to aged customer accounts.

SUPERVISION RECEIVED:

Works under supervision of the Collections Supervisor

SUPERVISION EXERCISED

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 in a timely manner 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.

•Manage suspension and termination orders by product and billing system as needed for nonpayment.

•Enter equipment pick-up orders for terminating accounts.

•Manage accounts that break recorded payment arrangements

•Contact customers via phone, email, or 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, account changes, notifications)

•Educate customers to pay a full invoice every thirty days and to keep all past due invoices cleared.

•Notify internal contacts of pending suspend activity when appropriate.

•Special projects and tasks as needed by management request.

•This position requires the employee to report to a designated office to access the phone system and call queues as well as secure access to the systems for billing and finance. Call queues are not handled remotely.

PERIPHERAL DUTIES

•Promote and educate ACH and special payment systems to customers

•Assist with general account updates as needed in support of the Customer Care Department.

•Assist with calls during outages and other unusual circumstances that increase call volumes.

•Assist as needed with projects in regards to customer accounts and internal system.

•System testing for upgrades and new system releases as requested.

DESIRED MINIMUM QUALIFICATIONS

Education and Experience:

(A) Graduation from an accredited High-School or GED equivalency program.

(B) 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

(C) 1-3 years of experience in customer service, contact center or banking environment, or

(D) Any equivalent combination of education and experience.

NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES

•Proficient in CMS, 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)

•Must be proficient and fluent in the English language

•Must have the ability to regularly communicate in a manner that is respectful, professional and collaborative

SPECIAL REQUIREMENTS

•The shift hours for this position fall within the needs of a working call center.

•The company may offer overtime on a limited basis for project or outage coverage but is usually very limited.

•The position dos not require any special travel.

TOOLS AND EQUIPMENT USED

•Personal computer, including word-processing, database and spreadsheet programs; calculator, telephone, copy and fax machine.

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 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.

•Between 95% - 100% of the work time for this position will be spent sitting at a desk, typing on a keyboard, viewing computer monitors, and speaking on a telephone.

•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.

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 noise level in the work environment is usually moderately quiet.

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.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Keywords: , East Los Angeles , Collections Specialist -Tier 2, Accounting, Auditing , Los Angeles, California