Collections Analyst managing accounts receivable and collection efforts for law firm. Collaborating with attorneys to maintain client relationships and ensure timely payments.
About the role
- Collections Representative handling utility receivables for the Region of Peel. Addressing customer inquiries and resolving collections issues through various communication channels.
Responsibilities
- Reporting to the Supervisor, Utility Receivables, the Representative – Utility Receivables is responsible to address and resolve collections issues for water and wastewater customer accounts that are in arrears
- Engage with utility customers using the Five9 softphone system to effectively address and resolve customer inquiries
- Investigate and review account issues, providing timely responses to customer inquiries and resolving problems related to overdue water and wastewater accounts through various communication channels such as telephone, email
- Generate, review, validate pre-tax letters for mailing to customers with accounts in arrears
- Review and process account adjustments on the billing system (CCBCS) to facilitate the collections process
- Prepare Certificate of Arrears as requested by lawyers’ offices to validate the account status
- Evaluate and respond to customer requests for payment arrangements by assessing and determining account eligibility
- Identify, research, and resolve account discrepancies in collaboration with the team lead and/or the supervisor for solutions
- Collaborate with internal stakeholders to process account adjustments, including refunds, payment transfers and other related tasks
- Ensure timely follow-up on customer inquiries regarding delinquent account issues while adhering to Regional policies, by-laws and procedures
- Demonstrate excellence in customer service, while managing difficult customer interactions
- Perform any other duties as assigned
Requirements
- Post-secondary education, complemented with minimum 2 years relevant work experience
- Exhibit exceptional customer service skills with a strong focus on enhancing the customer experience
- Demonstrated ability to handle complex customer situations with professionalism and tact
- Excellent verbal and written communication skills, enabling effective interactions with both internal and external customers and other departments within the Region of Peel
- Effective time management and the ability to work independently and within specified deadlines
- Ability to prioritize and to multi-task effectively while maintaining high quality work
- Strong analytical and mathematical skills to support effective decision making and problem-solving
- Adaptable to working with the latest office technologies
- Proficiency in Microsoft Office programs, including Outlook, Excel, Word
- Experience with Customer Care and Billing (CCBCS) would be considered an asset
- A satisfactory Level 1 Criminal Record Check obtained directly from a police station (third-party background checks will not be accepted)
Benefits
- Comprehensive Health, Dental, Vision benefit plan including psychological health
- Automatic enrolment into OMERS pension plan
- Accrue Vacation on a monthly basis starting at 3 weeks per annum
- 3 Paid personal days and floating holidays
- Flexible hours supporting your wellness and wellbeing
- Annual performance review and merit increases based on performance
- Supportive leadership and a culture of respect and inclusion
- Access to tuition reimbursement and learning and development resources
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