Account Collections Specialist

Salary : $29.40 Hourly

Location : Rochester MN 55906, MN

Job Type : Limited Term - FT

Job Number : 20250009

Department : Rochester Public Utilities

Opening Date : 02 / 07 / 2024

POSITION DESCRIPTION

Account Collections Specialist

Rochester Public Utilities

Limited Term Appointment :

This is a limited-term position anticipated for up to 7 months, and is contingent upon the availability of allocated funds, as well as favorable performance by the incumbent. When the need for additional staff ends, the position will be eliminated unless RPU chooses ongoing continuation.

RPU, a division of the City of Rochester, MN, is the largest municipal utility in the State of Minnesota. RPU serves over 57,000 electric customers and 41,000 water customers in a 60 square mile service area and has revenues nearing $161 million annually.

Vision- "We Will Set the Standard for Service"

Our vision is based on six core values which are Safety, Integrity, Service, Stewardship, Accountability, and Skill.

Nature of Work

The Account Collections Specialist processes the collection functions associated with customer accounts. The position applies the rules to be used for setting up payment arrangements and assists with the management of the third party collection process with outside agencies. This position reports to the Accounting Supervisor.

2025 Starting Rate of Pay

29.40 per hour

To have your application considered in the first round of reviews, please apply before February 24, 2025.

DUTIES AND RESPONSIBILITIES

The work below is representative of the scope of work performed within this job classification. Individual job duties will vary based on work assignment or location.

• Maintain and evaluate customer accounts that are in the collection process.
• Monitor customer accounts for payment delinquencies.
• Process work orders for service disconnection
• Work with customers and third parties to provide, establish and maintain customer payment arrangements.
• Determine and transfer delinquent accounts to collection agencies and / or conciliation court.
• Process account adjustments for bankruptcy filings.
• Perform minimal cash management / billing functions.
• Balance payments posted on customer accounts and reconcile accounts receivable.
• Maintain customer refund accounts.
• Handle billings / adjustments to customer accounts for ad hoc services rendered such as Energy Assistance.
• Work with all returned checks and automatic bank payments.
• Correct credit card declines / clarifications.
• Process electronic payment files from various bill-pay aggregators and Energy Assistance.

Respond to utility customer service inquiries.

Assist with customer system software testing as directed.

Perform other duties as assigned or necessary.

MINIMUM QUALIFICATIONS

Education and Experience High school diploma or equivalent GED and a minimum of two (2) years' experience in managing accounts receivable and collections with an emphasis on customer service.

Desirable Qualifications

Post-secondary education in accounting, business, finance, communications or related field.

Experience interacting with a highly diverse customer population.

Experience with additional languages utilizing both oral and written communications proficiently.

Experience with Cayenta Customer Information System (CIS) and / or other Customer Relationship Management (CRM) software.

ADDITIONAL INFORMATION

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of : computers with a demonstrated proficiency in using Microsoft applications; professional office methods and procedures, telephone techniques and office equipment; and English, math, spelling, punctuation, sentence structure and grammar.

Skill in : being well organized; communicating effectively with employees, departments, management, and the general public; being self-motivated; maintaining cooperative working relationships; operating multi-line telephone system.

Ability to : learn and apply CIS / CRM & other specialized tools specifically related to this position; exercise good judgment in analyzing transactions and determining appropriate actions; listen and respond quickly and courteously to customer requests; meet and communicate with customers in a tactful, efficient manner either in person or over the telephone or by correspondence; enter account data into computer with accuracy; maintain composure in stressful situations; maintain confidentiality; foster and inspire teamwork; understand the business of RPU, maintain and expand knowledge of relevant utility industry issues; and operate cash register and / or cashiering software.

PHYSICAL AND ENVIRONMENTAL CRITERIA

In compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position. The employee must be able to perform the essential functions with or without accommodation.

In consideration of the overall amount of physical effort required to perform this position, the work is best described as 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.

Movements such as stooping, kneeling, crouching or bending are rarely required. Reaching overhead or in front of body is sometimes required.

Simultaneous and repetitive use of the hand, wrist, and fingers is often required.

Excellent sensory skills (sight, hearing, speech), are essential.

The majority of the workday is spent indoors viewing a computer screen.

EMPLOYEE BENEFIT AND RETIREMENT SUMMARY

The following supplemental information may be used as a scored evaluation of your knowledge, skills and experience. Be certain that the choices you make correspond to the information you have provided in your application and resume. You must be honest and accurate in answering the supplemental questions and do not type "see resume". You may also be asked to demonstrate your knowledge and skills in a work sample or during an interview for this position. By completing this supplemental questionnaire you are attesting that the information you have provided is true and accurate. Any information provided may be reviewed by the hiring manager. Any misstatements or falsification of information will eliminate you from consideration or may result in dismissal. Do you understand and agree with this statement?

What is your preferred name?

Which of the following best describes your level of education?

Other than your High School diploma / GED, which of the following best describes the field of study for your degree?

Which of the following best describes your years of full-time equivalent employment experience providing professional level customer service while working with accounts receivable and collections?

Tell us how your professional, educational and lived experiences would help you be successful in this role.

Which of the following best describes the size of the organization, in terms of total number of customers, where you obtained a majority of your years of fulltime employment experience providing professional level customer service in an accounts receivable and collections environment?

This position will handle a variety of customer transactions each day. From the list below, please select the type of transaction(s) or task(s) you have performed in your current or previous collections or customer service position(s). (Select all that apply)

Please indicate the specific task(s) you have performed while working with accounts receivable and collections activities. (Select all that apply)

Please select the cash handling tasks you have performed in a current or previous position(s). (Select all that apply)

Please indicate the current software in which you are PROFICIENT. If asked to interview, you may be required to demonstrate your competency in these programs. (Select all that apply)

Please list the languages other than English that you are able to understand and speak. (Select all that apply) NOTE : if asked to interview, you will be required to demonstrate your ability.

CONDITIONS OF EMPLOYMENT : If selected as a finalist, are you willing to undergo a background investigation which may include, but not limited to : verification of employment and educational records, identification verification, driver's license record and a criminal history?

Required Question

Salary : $161