Collections Analyst

Overview

We are seeking an experienced Collections person who can improve our collections activities past due bill. If you have collections experience especially in the utility space, apply today. We offer a world class benefit package and unlimited PTO.

The Collections Analyst is responsible for driving effective collection efforts to recover past-due balances and minimize financial risk. This role focuses on monitoring and improving collection activities, executing strategies to reduce delinquency, and ensuring timely resolution of outstanding accounts. The analyst will actively manage the bad debt and collection process, oversee third-party collections, and implement best practices to optimize recovery rates.

In addition, the position requires collaboration with internal teams to resolve account issues, maintain compliance with regulatory standards, and deliver actionable insights that enhance collection performance and customer experience.

• Collections Operations:
  Conduct large volume of collection calls for high-value and priority accounts to secure payment and maintain customer relationships.
• Manage third-party debt and oversee the bad debt process, ensuring timely escalation and resolution.
• Coordinate and execute the service shut-off process for delinquent accounts in compliance with company policies.
• Own all delinquency and shut-off letters and processes, ensuring accuracy and timely delivery.
• Monitor payment arrangements and ensure adherence to company policies.
• Investigate and resolve complex collection issues, including disputes and escalations.
• Analyze aging reports and identify trends in delinquent accounts.
• Develop and implement strategies to improve collection performance and reduce bad debt.
• Recommend process improvements to streamline collections and minimize risk.
• Maintain accurate documentation of collection activities and customer interactions.
• Data Analysis & Reporting:
  Prepare and distribute collection performance reports for leadership review.
• Track KPIs such as DSO (Days Sales Outstanding), recovery rates, and delinquency metrics.
• Support audit and compliance reporting related to collections.
• Compliance & Customer
  
  Experience:
  
  Ensure all collection activities comply with applicable laws and regulations.
• Collaborate with Customer Service and Billing teams to resolve account discrepancies.
• Promote a customer-centric approach while maintaining firm collection standards.

• Communication:
  Exceptional verbal and written communication skills, with the ability to engage customers professionally while driving successful collection outcomes.
• Collections Expertise:
  Proven experience debt collections within the utility or other usage-based industries, with a strong understanding of delinquency management and recovery strategies.
• Customer-Centric Approach:
  Ability to balance firm collection practices with positive customer experience, ensuring respectful and solution-oriented interaction.
• Conflict Resolution:
  Skilled in handling difficult conversations and resolving disputes in a professional and empathetic manner.
• Regulatory Knowledge:
  In-depth understanding of state and federal collection laws and regulations.
• Technical Proficiency:
  Skilled in Microsoft Office Suite, SharePoint, and related platforms for managing collection workflows and reporting.
• Problem-Solving:
  Adept at resolving complex account issues, disputes, and billing discrepancies quickly and effectively.
• Attention to Detail:
  High level of accuracy in managing account data, tracking payment arrangements, and maintaining compliance documentation.
• Time Management:
  Ability to prioritize multiple collection tasks and meet deadlines in a fast-paced environment.

• 3-5 years in utility collection experience
• Prior experience with first party collections and or customer service.
• In-depth understanding of utility billing regulations, compliance standards, and audit requirements to ensure all collection activities meet legal and company guidelines.
• Familiarity with utility shut-off policies and compliance requirements for delinquent accounts.