Collections Clerk

Works with customers, often irate or emotional, with problems paying their utility bills and facing termination of utilities. Interprets and explains collection and termination policies to customers. Resolves customer problems and requests in compliance with collection policies. Balances our need for collecting past due accounts with customers' need for utilities and their ability to pay. Deals with customers both by phone and in person. Deals with assistance and collection agencies on collecting past-due accounts. Reports to the Collections Coordinator. 

1. Works with customers, often irate or emotional, with problems paying utility bills.
2. Works with customers to arrive at reasonable and acceptable payment arrangements with customers unable to pay their bills when due.
3. Interprets, applies, and explains collection and termination policies.
4. Resolves customer problems within the scope of authority.
5. Sends returned check notifications to customers.
6. Works with outside agencies to assist customers and facilitate collections.
7. Refers customers to local assistance agencies.
8. Receives and processes monies received from assistance agencies or collection agencies.
9. Issues letters of utility payment history for use by other utilities.
10. Forwards non-pay disconnects to Customer Service to finalize additional utilities and billings.
11. Prepares daily Collection Reports for Collectors in the absence of the Collections Coordinator.
12. Prepare and mail final notices in the absence of the Collections Coordinator.
13. Performs various clerical duties.
14. Performs other duties as assigned.

1. Requires completion of coursework beyond high school with studies in general business, typing, data processing, record management, or accounting. 
2. An appropriate amount of experience may be substituted for formal education.
3. Requires a minimum of three years of responsible work experience in a similar or related job.

1. Must have thorough knowledge of the appropriate applications of the Daffron accounting system currently being used by Florence Utilities or be able to learn.
2. Must have knowledge of the Florence Utilities service area or be able to learn.
3. Must have strong organizational skills.
4. Must have excellent written and verbal communication skills.
5. Must have good analytical skills.
6. Must have good computer skills.
7. Must have good office skills.
8. Must be able to coordinate multiple projects, programs, and activities.
9. Must be able to work calmly, pleasantly, effectively, and efficiently with customers and other employees.
10. Must be able to work accurately and meet deadlines.
11. Must be able to learn, interpret, apply, and explain complex rules and regulations, service policies, rates, and functions and procedures, which impact customers.
12. Must be able to work with a minimum of supervision.
13. Must be able to use good judgment and make sound decisions.
14. Must be able to work under very stressful and hectic conditions.
15. Must be able to comply with City's and Department's workplace rules.
16. Must be able to keep sensitive information confidential.
17. Must be able to perform mathematical calculations.
18. Must be honest and dependable.

Physical Demands (with or without reasonable accommodation):

1. Close mental and visual concentration is required.
2. Able to work under very stressful and hectic conditions.
3. Requires prolonged sitting with some standing, walking, bending, stooping, and lifting.
4. Able to stay at the workstation for a prolonged time.

Equipment/Tools Used:
Personal computer, networked computer terminal, printer, calculator, copier, telephone, fax machine, shredder, two-way radio, typewriter, scanner, and other office equipment.

For similar job postings, applications may be used for up to ninety (90) days.

The City of Florence, Alabama, is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities.