What are the responsibilities and job description for the SUPV-COLLECTIONS position at El Paso Electric?
COMPANY OVERVIEW:
El Paso Electric (EPE) is a regional energy provider that is engaged in generation, transmission, and distribution service to power approximately 460,000 customers in a 10,000-square mile area of the Rio Grande Valley in west Texas and southern New Mexico. We invite you to visit epelectric.com to learn more about EPE and our strategic initiatives. Join our EPE Team, and TOGETHER, we will transform the energy landscape.
DATE POSTED: 04/11/25 CLOSING DATE: 04/18/25
GRADE LEVEL: 54
DEPARTMENT: REVENUE COLLECTIONS
STARTING SALARY: $87,700 - $122,500 Salary is commensurate with experience.
JOB FAMILY SUMMARY PURPOSE:
Under general direction of the Director- Customer Care, is responsible for managing customer arrears through planning, directing, and coordinating the activities of the Revenue Collection team, including payment processing, credit & collection processes as well as customer programs such as Budget Billing and payment arrangements. Administers the Customer Care policies and procedures utilizing Customer Care systems to accomplish Customer Service goals and objectives.
KEY JOB RESPONSIBILITIES:
Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate with or without a reasonable accommodation that the essential functions of the job can be performed.
- Supervise daily operations of the credit and collections team.
- Develop and implement strategies to improve collection rates and reduce bad debt.
- Oversee payment processing activities, ensuring accuracy and efficiency.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
- Ensure compliance with all relevant regulations and company policies.
- Handle escalated customer inquiries and disputes in a professional manner.
- Train, mentor, and evaluate team members to enhance their performance.
- Collaborate with other departments to streamline processes and improve overall efficiency.
- Prepare and present regular reports to senior management.
PREFERRED QUALIFICATIONS:
- Bachelor's degree in Finance, Accounting, Business Administration, or a related field.
- Minimum of 5 years of experience with credit and collections activity, with at least 2 years in a supervisory role.
- Strong knowledge of payment processing systems and procedures.
- Excellent leadership and team management skills.
- Proficiency in using financial software, reporting suites and Microsoft Office Suite.
- Strong analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Ability to work under pressure and meet tight deadlines.
- Knowledge of relevant regulations and compliance requirements in the utility industry.
EDUCATION:
- Bachelor’s degree in Accounting, Finance or Business Administration or related field.
EXPERIENCE:
Five (5) or more years of experience
MINIMUM KNOWLEDGE, SKILLS & ABILITIES:
- Knowledge of administrative practices, accounting principles and management concepts.
- Ability to motivate people; must possess good human relations skills and a positive public relations attitude.
- Ability to direct, organize and coordinate the work of others, work independently and on multiple tasks simultaneously, comprehend and analyze technical data, initiate appropriate courses of action on assignments and customer issues, and interact effectively with people from diverse educational, cultural and economic backgrounds.
- Knowledge of policies and procedures, federal and state regulation pertinent to Company and customer issues, positive customer service techniques, coaching methods, and management and tracking systems.
- Ability to proficiently operate computers, customer information systems, associated software such as Word and Excel, prepare and develop correspondence with appropriate grammar and punctuation, relay information clearly, concisely and logically, and make presentations.
- Knowledge of Fair Labor Standards Act.
- Working knowledge of rate tariffs, analyze and interpret data, cost benefit analyses, and meet deadlines.
- Demonstrated organizational, planning and administrative skills.
- Strong leadership and collaborative skills.
- Bilingual (English/Spanish) preferred.
- Effective verbal and written communication skills.
- Ability to maintain effective working relationships with officers, managers, fellow employees, and the general public.
- Ability to maintain a strong sense of propriety concerning confidential matters.
ESSENTIAL JOB FUNCTIONS:
- Ensures and maintains the financial integrity of the Customer Care & Billing system by evaluating, reviewing and analyzing system output, then initiating and directing appropriate action.
- Responsible for the interpretation and application of Company policies and work procedures.
- Oversees and is responsible for the following customer programs: bank draft, low income rider, tax exempt process, unclaimed property reporting and budget payment plan.
- Monitors and disseminates information concerning the Company’s exposure to loss from delinquent receivables.
- Monitors customer bankruptcies and assists legal counsel in recovering losses due to bankruptcies.
- Responsible for the credit and collection activities such as administering the following programs: payment arrangements, life support customers, outbound collection calls, returned item processing, and review of accounts scheduled for write-off.
- Responsible for the professional development and training of section employees in areas such as the Company’s position in matters involving credit and collection.
- Monitors and ensures that customer payments are properly processed.
- Responsible for the electronic bill payment process and reconciliation processes related to payments handled by third party payment agents and their contractual agreements.
- Prepares and manages the section’s annual Goals, O&M and Capital Budgets.
- Works with the Public Utility Commission of Texas and New Mexico Public Regulation Commission Rules and Regulations to ensure compliance.
- Prepares for section audits by drafting audit responses and implements changes, as needed.
- Monitoring employee productivity and providing constructive feedback and coaching. Recommends and/or initiates personnel actions, to include employee development, promotions, transfers, terminations, disciplinary actions and performance reviews.
- Evaluates and resolves collection disputes between the Company and customer as necessary.
- Partners with other departments such as Billing, Call Center, Outlying Offices, Meter Reading & Field Services, and Energy Diversion to ensure customer’s needs are met in a timely manner.
- Routinely monitors, interacts and observes customer service provided by the employees and provides immediate feedback and/or coaching.
- Reviews, revises and drafts department’s policies and procedures to assure they are kept up-to-date and recommends any changes needed to eliminate redundancy.
- Develops and prepares responses to inquiries/complaints from customers, regulatory agencies or other incoming departmental inquiries.
- Keeps abreast of applicable regulatory rules, collection procedures and issues facing the Company throughout service territory.
- Responsible for ensuring the enforcement of and compliance with all applicable Company policies, procedures and code of ethics as well as all applicable governmental laws and regulations to include employment, safety and environmental standards and regulations.
- Perform other related tasks that are not included, but are within the context of the duties defined.
WORK ENVIRONMENT:
- The incumbents in this classification are not substantially exposed to adverse environmental conditions; primary work environment is typically of an office or administrative nature.
- May work non-standard hours.
- May require travel to Company work sites.
- May require out of town travel.
PHYSICAL DEMANDS:
- 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.
- Stooping: Bending body downward and forward by bending spine at the waist.
- Kneeling: Bending legs at knee to come to a rest on knee or knees.
- Crouching: Bending the body downward and forward by bending leg and spine.
- Reaching: Extending hand(s) and arm(s) in any direction.
- Standing: Particularly for sustained periods of time.
- Walking: Moving about on foot to accomplish tasks.
- Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
- Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
- Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position.
- Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
- Grasping: Applying pressure to an object with the fingers and palm.
- Feeling: Perceiving attributes of objects, such as size, shape and temperature or texture by touching with skin, i.e., fingertips.
- Talking: Expressing or exchanging ideas by means of the spoken word; those activities in which detailed or important spoken instructions must be conveyed to other workers accurately, loudly or quickly.
- Hearing: Ability to receive detailed information through oral communication, and to make fine discriminations in sound, such as when making fine adjustments on machined parts.
- Repetitive motions: Substantial movements (motions) of the wrists, hands, and/or fingers.
- Visual acuity: Color, depth perception and field of vision to include measurement devices for close inspection and analysis.
If interested in applying for this position, you must apply on-line by 5:00 PM, April 18, 2025.
Salary : $87,700 - $122,500
