Residents - City of Regina

Collection Officer

Details

Openings 1
Division City Of Regina
Location Name
City of Regina
Regina, Saskatchewan, CA
Date Posted Jun 06, 2019
Profession Administrative Support, Clerical and Service
Experience Level(s) Not Specified
Desired Employment Status Term
Education Level(s) High School
Job ID job-3919
Hourly rate
Rate per annum
Salary Range

Position Summary

This job position belongs to Administrative Support, Clerical and Service occupation group.  Please ensure you create or submit a resume associated with the Administrative Support, Clerical and Service occupation skills matrix.

This is a term opportunity for up to 12 months in length.

This position receives calls escalated from Customer Service Representatives due to their complexity or the severity of their delinquency and from the public.  Responsibilities include: preparation of service requests and enquiries, providing clarification and explanation of bylaws, regulations, policies and procedures; updating computerized records and collecting revenue for the City of Regina.  This position is a member of the Utility Collection Team and reports to the Collection Coordinator.

Typical duties include: 

  • Responds to complex customer inquiries for all customer contact channels (in person, telephone, mail, fax, email) regarding utility billing accounts.
  • Conducts interviews with customer to determine customer needs and requirements to take appropriate action.  Utilize support personnel as required.
  • Collects delinquent utility accounts using written correspondence, inbound and outbound phone calls, personal contact, adds manual disconnections to the delinquency process as identified uses disconnect processes and procedures and any required legal activity while abiding by Privacy Legislation.
  • Provides front-line service to customers with collection issues to process payment arrangements, applications involving bad debts, conducts in depth investigation of any suspicious circumstances, initiates service order requests where required.
  • Calculates, collects and negotiates suitable payment arrangements on severely delinquent outstanding and arrears balances in accordance with existing policy, guidelines and practices while abiding by Privacy Legislation.
  • Utilizes computerized processes to monitor accounts for payments and adherence to commitments and takes appropriate action as necessary.
  • Maintains customer account information and documents all transactions performed in appropriate databases and computer programs.
  • Monitors accounts that have been disconnected for arrears, negotiates payment arrangements with customers whose accounts have reached the final stages of collection and ensures the customer is removed from billing when required.
  • Identifies, prepares and forwards accounts to the appropriate collection agencies, Property Tax Roll or another active account.
  • Liaises with civic departments and government agencies in resolving customer requests.
  • Complies with all applicable corporate standards, bylaws, policies and legislation such as The Cities Act, Local Authority Freedom of Information and Protection or Privacy Act.
  • Monitors accounts that have been cut for arrears, ensuring that the customer is removed from billing when required.
  • Maintains accurate and complete notes of conversations with delinquent customers on the computerized system in order to facilitate further collection activity.
  • Interacts with collection agencies through on-going communication to resolve delinquent accounts.
  • Redirects inquiries of a billing nature to the appropriate area and follows up to ensure customer satisfaction or to find other methods of assisting customers.
  • Acts as liaison with Department of Social Services, ensuring accurate handling of all Social Service payments and maximizing collections of delinquent Social Services client accounts.
  • Performs related work as required.

Candidates will be screened on the following criteria:

*** To be considered for this position you must clearly identify your qualifications, experience, knowledge, skills and abilities and where you obtained them in your application/resume. ***

  • Typically the knowledge, skills and abilities are obtained through Grade 12 with courses in introductory accounting combined with 3 years of experience in a front line customer service area, dealing directly with the public where a considerable amount of the function is conflict resolution and decision making.
  • Enrolment or willing to enroll in Credit Basic certificate course.
  • General knowledge of the statutory regulations and bylaws and other policies and procedures related to water/sewer, collections and Privacy Legislation is required.
  • Demonstrated knowledge and ability to utilize the City’s computerized utility billing system.
  • Knowledge of cash handling policies and procedures in order to manage cash collection activity.
  • Ability to accurately analyze accounts and determine the appropriate collection activity required to meet the objectives of the stated collection policies.
  • Ability to exercise sound judgement of enforcing regulations and collecting delinquent accounts with firmness and impartiality.
  • Ability to establish and maintain good working relations with business firms and the general public.
  • Ability to communicate effectively both orally and in writing.
  • General knowledge of the City of Regina’s organizational structure, including services provided by the various departments.
  • Ability to collect, organize and analyze information to respond to customer inquiries.
  • Ability to professionally represent the City of Regina by applying customer service principles, practices and techniques in communicating collection policies, procedures and processes.
  • Ability to accurately perform complex mathematical calculations.
  • Ability to process a large volume of records and transactions while maintaining close attention to detail.
  • Ability to use judgement and discretion in handling confidential customer information.
  • Ability to work independently in a team based environment with minimal supervision, demonstrating sound judgment and a high degree of concentration and composure in a stressful environment.
  • Ability to exercise sound judgement of enforcing regulations and collecting delinquent accounts with firmness and impartiality.
  • Skill in the use of Internet, Windows-based software programs such as word processing, spreadsheets, databases and e-mail (Banner, Manta, and other Oracle-based applications would be an asset).

Notes:

  • Testing may be done to evaluate knowledge, skills and abilities.
  • Candidates selected for an interview will be required to provide proof of acquired education.
  • In accordance with the City of Regina’s Criminal Record Check Policy, the position requires that the successful candidate provide a satisfactory Criminal Record Check as a condition of employment.

Division: Financial Strategy & Sustainability
Department: Tax, Assessment & Utility Billing
Salary Grade: 9 (CUPE Local 7)
Salary: 
$23.28 - $29.65/Hour; $44,386 - $56,531/Annum 

The City of Regina values diversity in our workforce and encourages applications from all qualified Employment Equity candidates.


We will contact applicants we wish to consider within six weeks of the competition closing date.  All applicants are thanked for their interest.

Applications are being accepted until June 16, 2019
 

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