Collections Specialist -Tier 2
Location: Los Angeles
Posted on: November 9, 2024
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Job Description:
GENERAL PURPOSE SUPERVISION EXERCISED ESSENTIAL DUTIES AND RESPONSIBILITIES PERIPHERAL DUTIES DESIRED MINIMUM QUALIFICATIONS NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES SPECIAL REQUIREMENTS TOOLS AND EQUIPMENT USED PHYSICAL DEMANDS WORK ENVIRONMENT 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.
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
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.
•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.
•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.
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.
•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
•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.
•Personal computer, including word-processing, database and
spreadsheet programs; calculator, telephone, copy and fax
machine.
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.
•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.
Keywords: , Diamond Bar , Collections Specialist -Tier 2, Accounting, Auditing , Los Angeles, California
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