Receivables Representative; Revised

Overview

Performs administrative duties related to the collection of delinquent and inactive accounts, assessment of debtor ability to pay, and coordination of debt collection measures.

Environmental Factors – Work is performed in a standard office environment.

Physical Factors – Light physical demands. Frequent to constant use of a personal computer.

Work Situation Factors – Position involves competing demands, performing multiple tasks, working to deadlines, occasional work beyond normal business hours, and responding to customer issues. Regular attendance is an essential function of this job to ensure continuity of services. Position is subject to drug testing in accordance with applicable State and Federal regulations and City of Las Cruces policies.

FIRST CONSIDERATION MAY BE GIVEN TO CURRENT CITY OF LAS CRUCES EMPLOYEES WHO MEET ALL THE MINIMUM REQUIREMENTS.

Meeting or exceeding the minimum qualifications does not guarantee an invitation to participate in the process.

Full-Time;
Regular;
Non-Exempt.

This position is a grade RN04.

• Reviews records and reports to identify delinquent accounts; contacts customers by phone, letter, or through other accepted methods to inform customers of delinquencies.
• Makes payment arrangements according to established guidelines; informs customers of available payment programs and options; negotiates and establishes repayment agreements and tracks compliance to meet established objectives.
• Explains, describes, and communicates the purpose and the procedures of the City's collection unit to debtors; communicates consequences of non-payment and responds to customer inquiries on delinquent accounts; proposes extensions and works with field services to reactivate accounts when accounts have been paid.
• Maintains detailed records of interviews and agreements; reports agreement breaches, uncollectible accounts, and recommended disconnections; notifies contractors to unlock meters for customers who complete payment agreements to ensure accurate and timely information is provided.
• Performs collection duties in accordance with City policy and procedures; enters information into tracking systems, databases, and files and records supporting documentation in various mediums and formats.
• Prepares and presents various special and recurring reports; conducts research and responds to requests for information within scope of authority to resolve issues; refers matters requiring policy interpretation to supervisor for resolution.

DISTINGUISHING CHARACTERISTICS: This is the entry level class in the Collection Representative series. Employees in this class regularly perform a full range of duties utilizing customer service and account/debt collection skills. This level is distinguished from senior level, in that the senior is responsible for more complex assignments requiring a greater degree of expertise and skill, independent judgment, and serves as lead to other employees and back-up to the supervisor.

Qualifications

High School Diploma or GED AND one (1) year of account collections and receivables experience is required. A combination of education, experience, and training may be applied in accordance with City of Las Cruces policy. Bilingual skills (English/Spanish) are desirable

Knowledge of
: delinquent account collection techniques and practices, Federal and state laws and regulations relating to delinquent account collections; principles, practices, techniques, activities, rules, and regulations related to the operations and functions of the position and services provided; current principles of record keeping and records management; principles and practices of effective research methods and data analysis, customer service, and problem resolution techniques;

occupational and environmental safety and health hazards, and safety practices; safe and effective use and maintenance of related tools, materials, and equipment; current methods and standards for preparing effective business correspondence; correct English usage, grammar, composition, spelling, punctuation and vocabulary; business…