Collections Representative

Job Summary

As a Collections Representative, you will be responsible for managing outstanding balances and improving the overall status of accounts. Your primary focus will be on communicating with customers to increase daily cash flow and reduce total aged balances. Familiarity with the Public Utilities Regulatory Authority (PURA) regulations pertaining to disconnect procedures in CT, MA & NH is desired.

Principal Responsibilities

• Identify overdue accounts exceeding agreed-upon terms and initiate collections in accordance with state regulatory requirements.

• Proactively address complex customer issues by utilizing various resources, analyzing data, and identifying root causes.

• Manage incoming collection calls and inquiries from Customer Service, providing support during peak volume periods.

• Collaborate with AWC Field Service departments and Contractors to schedule and dispatch Collection disconnect and reconnect notifications. Follow up to ensure notifications are completed accurately and take additional action as needed.

• Monitor return mail and keep excellent record of customer calls and emails in SAP and CRM systems.

• Utilize various payment services and websites (e.g., KUBRA, Eastern Bank) to facilitate customer transactions.

• Support the collections team in preparing reports or covering accounts as needed within the group to ensure workflow continuation in the absence of other team members.

• Maintain a positive and proactive approach when addressing daily challenges, fostering an optimistic mindset among collection, customer service, and field service team members.

Preferred Requirements

• Prior experience in fast paced/high-volume call center preferred.

• Full time availability Monday through Friday with occasional overtime.

• Proficiency in Microsoft Office and Outlook

• Strong work ethic and professionalism in interactions with customers and colleagues.

• Effective communication skills, both verbal and written.

• Excellent time management skills with the ability to multitask.

• Ability to work independently with periodic guidance and direction.

• Dependable, assertive, and motivated demeanor.

Education/Certifications

• Associates preferred or equivalent years of experience will be considered.

Salary

After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote).

Job is classified as a non-exempt position with a weekly salary range of $920.90 - $1,123.00.