What are the responsibilities and job description for the Representative II, Credit and Collections position at Liberty Utilities Co.?
Algonquin Power & Utilities Corp. (AQN), parent company of Liberty, is a diversified international generation, transmission, and distribution utility. AQN is committed to providing safe, reliable, and cost-effective energy and water solutions through our portfolio of utility investments to over one million customer connections, largely in the United States and Canada.
At Algonquin, our vision is to be the most trusted utility service provider in North America - a premium regulated utility, known for our customer focus, commitment to sustainability, and strong community partnerships. Our employees are at the heart of that vision. We believe that when people are empowered to learn, grow, and contribute their ideas, we can achieve remarkable results together.
We are building a culture that values integrity, inclusivity, and innovation. By joining Algonquin, you'll be part of a team that is shaping the future of energy and water, while creating long-term value for our customers, communities, employees, and shareholders.
This position reports to the Supervisor of Credit and Collections and is responsible for performing the day to day routines and process that support collections activities on customer accounts, while adhering to company policies and procedures. This position requires adherence to security policy, when managing customer accounts that contains private personal information. The primary function of this role is to monitor our customers in arrears, collect payment on unpaid balances, provide solutions to customers who are struggling to pay, and tracking various aspects of arrears management.
- Responsible for monitoring all collections steps in CIS system for current and former customers. Contacting customers in each routine, to attempt collections on their overdue balance via phone, email, and other tools.
- Daily tracking of notices issued and disconnection orders generated and completed, for management reporting purposes as needed.
- Ensure accuracy of all notice types ( e.g. letters, door tags, calls, disconnect service orders, etc.), through quality control process.
- Work BPEM's as needed, to support timely and efficient processing of errors, decisioning, or customer requests.
- Address any errors within the processes that support collection activity- Collection letters / IVR outbound calls/ field service orders/etc.
- Communicate with customers professionally for collection activity purposes - Call customers to collect payment, send notices, make payment arrangements, resolve any billing or payment issues, validate protections or options for assistance.
- Maintain daily logs of contacts made and dollars collected, along with generating outbound emails to customers in arrears.
- Provide Customer Service teams with any information that may impact their group- e.g. changes to collection activity, large volume of notices or orders, potential issues identified, etc.
- Field Dispatch - work closely with any changes to field service order volumes, changes, updates, etc.
- Monitor collection agency placements, keep track of 3rd party agency accounts, and initiate recalling accounts.
- Support 3rd party collection agencies with questions/concerns/validations.
- Manage payments back from the 3rd party collector.
- Manage accounts that are on Installment Plans or Budget Billing - contacting them when they default, and establishing plans.
- Audit accounts that are collection exempt to ensure accuracy of protection.
- Manage accounts that require security Deposit to be re-assessed , refunded, transferred.
- Help customers determine if they are qualified for assistance, and educate on various assistance options.
- Job Knowledge - utility industry experience with proficiency in customer service and a strong understanding of the meter-to-cash process
- College or professional program of 3 years or less
- 1-3 years of experience
- Experience with Microsoft Office (Outlook, Excel, Word, PowerPoint, etc.)
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.
As the successful candidate
Our Mission
We provide safe, secure, reliable, cost-effective and sustainable energy and water solutions. Our mission is how we create value as an organization-it is what drives us every day to fulfill our purpose.
Our Vision
We better the lives of our customers and communities. Our vision is what we see as possible. It's where we aspire to be, what we want to achieve and how we'll make an impact. It guides and keeps us on the right path as we work towards fulfilling our purposes.
Our Guiding Principles
- Customer Centric
- Integrity
- Entrepreneurial
- Teamwork
- Owner mindset
- Outcome focused
- Continuous learning
What we offer
Collaborative environment with a genuine flexible working policy
401k Plan with matching
Share purchase/match plan
Leadership Development Program
Volunteer paid days off
Employee Assistance Program
Achievement fund
Free parking
Variety of Health & Wellness programs
Discount and Perks program
We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.
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 our employees and expect each of our employees to honour this commitment in their daily responsibilities.