Customer Collections Specialist (Tier 1) (WRD Enterprise Solutions Division)

BOCC Career Site • Tampa, Florida, United States • Full-time

$36,732

per year

Communication Customer service Negotiation Collections utility accounts receivables

Job Description

Job Overview

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

Salary

$36,732 - $66,185

Ideal Candidate

The ideal candidate is a detail-oriented and results-driven professional with demonstrated experience in managing utility account receivables and revenue recovery. They possess the ability to perform comprehensive public record searches and conduct internal system skip tracing to investigate and resolve complex customer account issues. This individual excels in handling difficult customer inquiries with professionalism and empathy, offering solutions such as payment plans and extensions to assist customers in resolving delinquencies. Their strong verbal and written communication skills support clear, courteous, and effective interactions with both customers and team members. The candidate brings a positive attitude, outstanding interpersonal skills, and a collaborative mindset, contributing effectively to team objectives. They are adept at managing time-sensitive responsibilities, including tracking severance accounts, initiating collection efforts, and coordinating internal inquiries on delinquent or final accounts. With a firm understanding of account receivables, payment schedules, and collection reporting, the ideal candidate demonstrates sound judgment in recommending further action, including potential legal remedies such as liens or credit bureau reporting. Their proactive approach ensures effective revenue recovery while maintaining the integrity of customer relationships and organizational compliance. Bilingual in Spanish is preferred but not required.

Core Competencies

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.

Tier 1

Duties and Responsibilities

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 due final accounts, insufficient funds checks, or other information for possible legal action such as notice of lien or report to National Credit Bureau.
Process credit card payments and issues receipts. Updates all revenue recovery reports that affect reporting requirements mandated by the Federal Credit and Collection Act to ensure customer’s FICO credit rating information is properly processed and up to date.
Investigates changes in property ownership, deaths, insolvencies and other factors causing delinquencies and recommends final disposition of cases.
Process foreclosure and bankruptcy filings and proceedings to aid in revenue recovery efforts to ensure proper compliance with Federal Bankruptcy Code and Court proceedings.
Performs other related duties as required.

Job Specifications

Knowledge of Federal Collection laws, Ordinances, Regulations and rules affecting delinquent account investigations and collections.
Knowledge of delinquent account investigation practices and collection techniques.
Knowledge of geographical locations in Hillsborough County.
Ability to follow oral and written instructions.
Ability to work effectively with others.
Ability to understand and apply the provisions of ordinances and regulations.
Ability to prioritize work.
Ability to follow established procedures.
Ability to use a computer and related software.
Ability to work with antagonistic persons or the public under adverse conditions.
Ability to keep accurate records and complete reports.

Physical Requirements

Sitting for long periods of time in an office environment. Extensive use of computer. Regularly repeat the same movements when entering data. Some filing is required. Answering high volume of calls. Face to face customer conversation requiring clear speech and good listening abilities.

Work Category

Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Minimum Qualifications Required

Graduation from high school or possession of a GED certificate; AND
Two years of experience in the credit and collections industry;

An equivalent combination of education, training, and experience that would reasonably be expected to provide the job-related competencies noted above.

Emergency Management Responsibilities

In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, the County’s Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.

Career Progression

Employees in this classification that acquire the competencies and minimum qualifications for the next tier will be able to apply for promotional opportunities through a competitive selection process. Employees will not automatically be upgraded to the next tier. Reclassifying a position is based on business need and financial impact and is not based solely on the job competencies or qualifications of the incumbent.