Collections Representative

General Statement of Duties

Under the direct supervision of the Billing & Collections Supervisor, this position is responsible for performing collection work of delinquent telephone and utility accounts according to established policies and procedures.

Typical Duties and Responsibilities

• Provides customer assistance related to securing payments. Reviews terms of service with customers and determines conditions for continuance or reactivation of service and monitors compliance.
• Initiates notices and service disconnections for nonpayment of account according to established policies and procedures.
• Maintains and analyzes collection records, programs, and reports.
• Assist customers with online registration, auto-pay questions, and troubleshooting.
• Assist in the payment collection area as needed.
• Ensure proper preparation and delivery of letters, notices, and other communications regarding delinquent accounts.
• Ensure the security and privacy of customer information and files.
• Responsible for maintaining effective communication and relationships with other employees.
• Performs other duties as assigned.
  
  

Minimum Qualifications

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education And/or Experience

• Graduation from high school and experience in a related field.
• Graduation from postsecondary school in Business, Accounting, or Finance preferred or the equivalent thereof or an acceptable combination of high school education and experience in a related field.
• Knowledge of general office practices and procedures.
• Excellent organizational skills and attention to detail.
• Knowledge of or the ability to learn delinquent collection procedures.
• Ability to review and analyze records and operational procedures.
• Ability to operate office equipment and type 50WPM accurately.
• Proficient in Microsoft Office or similar software and must have the ability to learn BMU designated software.
• Ability to communicate, establish and maintain an effective and courteous working relationship with co-workers and the public.
  
  

Language Skills

• Ability to read and comprehend simple to complex instructions, short correspondence, and memos.
• Ability to effectively communicate both written and verbally.
• Required to actively listen and communicate with supervisor, peers and customers.
  
  

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 position.

• Frequently required to stand; walk; sit; speak; hear; use hands to handle or feel; and reach with hands and arms.
• Frequently required to sit at a desk and work on a computer for a prolonged period of time.
• Must be able to lift up to 15 pounds at times.
  
  

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.

• While performing the duties of this position, the employee works in an indoor office environment.
• Normal indoor conditions of heat, humidity and dust.
• Position involves regular contact with other employees and members of the public.
• The noise level in the work environment is usually minimal.
  
  

Typical Performance Requirements

The performance standards described here are representative of those that must be met by an employee performing the essential functions of this position. These are largely based on industry standards for the position.

• Employee is expected to meet performance standards communicated by their manager.
• Employee is required to adhere to the guidelines presented in the Personnel Policy Manual.
  
  

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Nothing in this job description restricts management’s right to assign or reassign the duties and responsibilities of this job at any time.

3/28/2025

Date Approved