Collections Specialist

Performs customer service work in attempting to collect monies owed to the Authority for services provided. Collection efforts include lien processing, outbound calling to customers, making payment arrangements and researching adjustments for management when necessary. Is the subject matter expert for collection law and Service Authority Collection policy. Maintains liens, foreclosures, and bankruptcies as they relate to closed accounts and ensures complete compliance with Federal and State regulations or codes. Experienced workers initiate their own daily assignments, follow through on matters, and use independent judgment and training to take appropriate actions to deal with standard recurring and non-standard situations.

Position Responsibilities / Essential Job Functions:

• Processes Daily Final Bill Report including determining final bill accuracy, confirming property ownership via research of County land records and preparing and sending proper notification to be in compliance with the Code of Virginia.
• Processes lien placement to include account research, verification of property ownership and determining final bill accuracy. Prepares paperwork and signs within established signature authority or secures proper signature when liens exceed signature authority. Prepares notifications and sends to all respective parties. Updates accounts using proprietary software and equipment.
• Processes lien releases as lien payments are received including researching accounts to ensure proper application to the account and avoiding payment duplication. Prepares and signs paperwork; notifies appropriate parties of payment and updates account using proprietary software and equipment.
• Prepares monthly lien report reconciling lien activity performed within proprietary software passed to Finance/Accounting’s proprietary software through interfaces.
• Prepares the Annual Write-off performed twice yearly for submission to management for approval providing statistical data used for forecasting. Upon approval, initiates and performs process within proprietary software.
• Processes bankruptcies as notifications are received from the Bankruptcy Courts, tracking pre-petition amounts and taking appropriate action when final disposition is received.
• Identifies and sends accounts to the collection agency for further collection efforts within established guidelines and ensures write-off occurs in accordance with Service Authority policy if balances remain uncollected.
• Initiates calls or written communications (template letters and/or free-form letters/emails approved by Management) to customers/owners regarding overdue final bills or erroneous payments and makes payment arrangements and authorized adjustments as necessary.
• Assists the Customer Service Call Center with new and continued service requests involving issues of complex legal nature such as determining property ownership involving multiple owners, Trustees, Estates, and Executorships, etc.
• Approves payment plans and extensions within established guidelines.
• Performs land research to determine property ownership for a variety of collection activities.
• Leads special projects such as testing during system upgrades or the addition of new services as they relate to closed account activity.
• Performs general office support work as assigned.
• Answers telephone inquiries and requests for service. Obtains information from callers and initiates service requests or appropriate action using proprietary software and equipment.
• Assists with new hire training, providing performance coaching and feedback.
• Assists call center as requested by management.
• Manages employee assistance with collection activities.
• Manages difficult customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Understands and follows Service Authority policies and procedures.
• Provides analysis and reports of collection activities to management.
• May be deemed essential at any time.
• Performs other duties as assigned or required.

Essential Skills and Experience:

E ssential Skills and Experience:

• Knowledge of modern office practices and procedures including use of standard office equipment such as; typewriters, photocopiers, and facsimile machines; computer equipment and software applications related to assignment , specifically the Microsoft Office Suite including Outlook; customer billing procedures; English usage, spelling and grammar.
• Ability to discuss and interpret high level procedures and government regulations (VA code) as they relate to the collections activities of the Service Authority; analyze and create reports to accurately depict collection, general customer service activities and statistics in a form that can be presented to subordinates and management; speak clearly and persuasively in positive or negative situations involving customer service work related to collection activities; listen to gain clarification; writes clearly and informatively; work cooperatively with others; operate computer equipment and software related to assignment.
• High school diploma or GED.
• Two years of administrative experience that includes responsible public contact.
• Four years of experience leading collection efforts to include research and interpretation of collection policies and laws.
• Or combination of education and experience as described above.

Preferred Skills and Experience:

Related higher education or certification.

Special Requirements:
N/A

Reporting to this Position:
None

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Ph y s i c al demands: The work is mostly sedentary with periods of light physical activity. Typical positions require workers to stand for short periods; lift and carry up to 20 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards. The work requires the ability to speak clearly and to see and hear clearly with or without correction.

· W

o r k environment: Primary work is performed indoors in a standard office setting. The noise level in the work environment is usually moderate.
The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications do not express absolute employment or promotional standards. They are general guidelines that should be considered along with the job related selection or promotional criteria.