Credit and Collections Specialist

Join our Growing Team and see why Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Best Places to Work in Maine 2019, 2020, 2021 and 2022; and Best Places to Work in Arkansas 2020, Oklahoma 2022 and Missouri 2023.

• Provide excellent customer service for incoming and outbound calls regarding customer accounts, resolve inquiries and provide billing and payment information, account balances, past due amounts, budget billing, automatic bank drafts, payment plans and all types of adjustments.
  • Meet customer requirements through first contact resolution
  • Confirm customer understanding of the solution and provide additional customer education as needed
  • Evaluate credit history and collect deposit if applicable
  • Process name, mailing address, and customer profile changes
  • Assist customers with website troubleshooting, i.e., passwords, registration, etc.
• Monitor customer credit worthiness and deposit requirement process because of the customer’s credit history.
• Manage outstanding receivables collection process on active and inactive accounts
  • Research customer account history for payment plan options
  • Contact customer with notice of potential collection action upon shut-off
  • Process disconnect notices to delinquent customers, including mail disconnect notices and physical shut off (require scheduling with field technician for dispatch to customer location for shut-off notice delivery)
  • Contact customer via email, phone and/or letter for collection during disconnect notice period (propose and pursue collection alternative including payment plans or government assistance opportunities)
  • Collection on returned bank items such as NSF’s and closed account payments
• Initiate all types of service orders for customers (unlocks, final and initial orders, and other service-related work orders)
• Review customer receivable balances for potential collection concerns
• Review, understand and ensure compliance with jurisdictional regulatory requirements for billing and collection activities
• Responsible for supporting customer accounts and/or business processes to ensure excellent customer satisfaction
• Outside collections company: Send accounts for collections, update customer payment information, complete request for information and process invoices for payment
• Debt account research investigation for the premise debt is required to determine if the new customer that is applying for service is responsible for the debt.
• Thoroughly investigate all identity theft claims received by customers.
• Review and process Bankruptcy notices
Perform other duties to assist the organization as assigned by the Supervisor or Management

• High school diploma/GED
• Some college experience desired
Minimum two years in customer service

• SAP, debt recovery, credit checks, IVR, payment and web portal third party software’s experience preferable
• Demonstrate computer skills in the Microsoft Office Windows environment
• Ability to learn new computer programs and industry related information
• Ability to work as a team member, as well as independently
• Must be flexible with the ability to adapt to changes and think conceptually
• General understanding of basic accounting
• Excellent verbal communications skills
• Ability to maintain composure in stressful situations and manage angry or upset customers in a professional and courteous manner
• Enthusiastic desire to provide quality customer service
• High level of energy to maintain a positive attitude in sometimes difficult situations (irate customers, high volume call counts, etc.)
Excellent attention to detail

•