Collections Representative

Job Summary

We are seeking a Collections Representative to manage outstanding balances to reduce aged accounts receivables. In this role, you will work directly with customers to address past due accounts, gather and document payment information, and resolve disputes -ensuring a positive customer experience while maintaining compliance with state regulations. Success in this role requires critical thinking to analyze customer data identify patterns and determine root causes of payment issues all while efficiently muti tasking across different systems. 

Principal Responsibilities

• Deliver exceptional customer service through multiple communication channels, primarily phone calls (incoming/ outgoing).
• Contact customers with overdue accounts to negotiate payments and secure commitments in accordance with state regulatory requirements.
• Analyze customer financial information and payment history to identify underlying causes of delinquency and develop effective solutions.  
• Respond to inquiries from the Customer Service Department and assist with phone support during peak volume periods.
• Collaborate with AWC Field Service departments and contractors to schedule and dispatch Collection disconnect and reconnect notifications.
• Monitor returned mail and document all customer communication in SAP and CRM systems and take necessary follow up actions.
• Utilize various payment services and websites (e.g., KUBRA, Eastern Bank) to investigate and process customer transactions.
• Use critical thinking skills to assess disputes, identify trends in nonpayment and recommend process improvements.
• Support team members by covering accounts as needed to ensure business continuity.
• Handle customer phone calls professionally, empathetically, and knowledgeably, following proper business processes.
• Perform additional duties as assigned.

Preferred Requirements

• Previous experience in fast paced/high-volume call center preferred.
• Strong customer service skills both verbally and in writing.
• Ability to negotiate and resolve customer disputes with professionalism.
• Strong organizational and time management skills, with the ability to work independently.
• Willingness to work overtime when needed.
• Proficiency in Microsoft Office and Outlook, with the ability to navigate multiple computer programs simultaneously.
• Positive attitude and adaptability to a dynamic work environment.
• Familiarity with the Public Utilities Regulatory Authority (PURA) regulations for disconnect procedures in CT, MA & NH a plus.

Education/Certifications

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

Salary

• Job is classified as a non-exempt position with a starting hourly rate range of $24.00. 
• Hours for this role are 9:00AM to 5:30PM, Monday through Friday. During training period, hours may be slightly different. 
• Must be able to work full time with availability for overtime on infrequent occasions.
• After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote).