Description
Position Purpose:
The Collections Clerk is responsible for customer collections activities and back office clerical tasks to support account management of customer accounts for electric and water services.
Responsibilities:
- Performs activities related to customer collections for electric and water accounts including those related to reminder notices, final notices, collections/payment telephone calls and creating and monitoring field disconnections and reconnections.
- Performs activities related to payment processes such as pre-authorized payments and payment transfers.
- Administer and supports customer assistance initiatives including low-income support programs
- Manages security deposit processes as it pertains to collections including calculation of new and updated deposits, customer notifications, and refunds
- Manages unpaid accounts, final bills collections, write-offs, bankruptcies and collection agencies processes
- Manages processes related to customer payments and payment plans including but not limited to pre-authorized payments and equal payment plans
- Manages customer refund processes
- Responds to customer inquiries related to payments and collections activities, ensuring a high level of professionalism and in accordance with Alectra Utilities standards and OEB requirements.
- Performs user acceptance testing of system and procedural changes, documenting new and revised procedures to provide the efficient billing and customer services
- Acts as the first point of contact for water collections account management, tax transfer processes and inquiries from municipalities
- Supports all business processes related to customer account management including account start / stop, billing, collections and payments
- Other duties as assigned
- Understanding of Privacy Legislation, and its application within the department.
- Responsible for demonstrating and maintaining a working knowledge and understanding of the Company's safety policies and practices. Report any unsafe conditions or observed unsafe practices and make all efforts reasonable to work in accordance with The Ontario Health and Safety Act.
Skills & Qualifications:
Education & Specialized Knowledge
- Minimum of High School Education required
- College diploma or University Degree in business or other related field and/or equivalent experience is an asset
- Knowledge of regulations and by-laws governing electricity and water
Experience
- Experience in dealing with difficult customers, situations and moderately/complex problems
- Experience in a customer service or billing role is an asset
Skills/Abilities/Competencies
- Demonstrated MS Office experience with a solid understanding of Excel
- Ability to make quick and accurate decisions with minimal supervision that support the company procedures
- Demonstrated Customer Service skills, working both with internal and external stakeholders
- Proven keyboarding competency and accuracy is required
- Excellent verbal and written communication skills
- Must be able to work from other locations as required as per guidelines within the Collective Agreement
- Ability to multi-task in a fast-paced environment
Job Posting Number: 2021-318 to 321
Contact
Alectra Utilities Corporation
55 John Street North
Hamilton
Ontario Canada
www.alectrautilities.com
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