What are the responsibilities and job description for the Collections Specialist position at Liberty?
Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team.
At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.
Purpose
The Collections Specialist position reports to the Supervisor of Collections and will be responsible for supporting the daily activities with the Collections Department to ensure timely & accurate responses and reporting to both internal & external customers. The Collections Specialist serves as the central point of contact for Collections issues for Liberty Utilities in New Hampshire.
Accountabilities
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Responsible for running all collection routines and associated work related to current and former customers - calendar management, daily reporting & validating the accuracy of all notices.
- Support, monitor, report on the effectiveness and success rate of collections activities to the Collections Supervisor
- Supports the delivery of the collection process which includes billing Inquiries and collection processing.
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Manage any exceptions/errors within the collection routine process (letters, IVR outbound call files & reports; and collection-related service orders).
- Provide Support with KACE ticket management (issuance, testing, closure & communication of collection-related fixes
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Communicate/interact with all departments in the organization (Billing, Customer Care, Finance, Field Dispatch) & Customers.
- Communicate professionally on collection activity
- Perform outbound collection calling to customers with past due balances achieving monthly set collection targets
- Handle escalated collection calls, transactions and requests. Further escalating items of a complex nature to the Collections Supervisor.
- Coordinate collections-related field service orders; handle questions, escalations and protection claims from the field.
- Monitors and interacts closely with the Account Initiation team on residential & business move in fraud and/or id verification, handling of complex issues relating to meter access; and landlord/property, management companies issues
Accountabilities Continued
4. 3rd Party Vendor Management
- Consumer Advocacy – handle inquiries from the Social Services Agencies
- Support the Collection Analyst with the Fuel Assistance Program (enrollment files, payment files, billing files, and monthly reconciling)
- Former Customers – handle inquiries from the Final Bill Collection Agency
- PUC request to disconnect Medical customers not incompliance with puc 1200 rules
-
Manage Deposit & Collection Exemption Status’
- Audit accounts to ensure accuracy of claim status’
- Audit accounts to ensure property deposit are quoted and paid
- Other duties as assigned
Education and Experience
- Associates Degree preferred in Accounting/Finance or a related field; or High School diploma /General Equivalency Diploma (GED) with 2 years collection- related experience, preferably in the utility industry.
- Working knowledge of CSS Cogsdale preferred
- Working Knowledge of Microsoft Office: Excel, Word Mail Merge
- Comprehensive knowledge of NHPUC tariff , PUC300, PUC 600 & PUC 1200 rules
- Requires the ability to communicate with internal and/or external customers.
- Requires the ability to perform advanced mathematical operations and /or moderately complex statistical and/or accounting methods.
- Requires knowledge of various software applications to create documents, reports and/or graphics.
- Valid Operator’s Driver’s License and proof of current insurance. The employee must have the availability to travel if needed by the company and, accordingly, must possess or be eligible to obtain a US Passport.
Job Specific Competencies
- Ability to develop positive internal / external customer relations
- Listen and respond effectively to customer needs and handles complex situations and difficult customers
- Multi-task in a fast pace environment
- Accepting of change and work effectively with a wide range of stakeholders
- Team player with the willingness to support other parts of the organization and cross train in multiple job tasks
Leadership Competencies
- Take ownership and responsibility for driving your own performance, achieving individual and departmental goals
- Maintain open lines of communication with Customer Service Management
Years of Experience
Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally.
For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged – Sustaining Energy and Water for Life.
Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction.
With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our “Think Global, Act Local” business model.
What we offer
Company funded Pension program
401k with Company match
Full insurance benefits (health/dental/vision/life)
Collaborative environment with a genuine flexible working policy
Share purchase/match plan
Defined Contribution savings plan
Top Talent Program
Volunteer paid days off
Employee Assistance Program
Achievement fund
Free parking, including free electrical charging
We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.
We are an equal opportunity employer and value each person’s unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.
Salary : $15 - $0