Collections Representative

2 weeks ago

Brampton, Canada Regional Municipality of Peel Full time

**Job Description**:
**Collections Representative**

**Public Works - Operations Support**

**Contract Full-Time; 13 Months**

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.

**_Responsibilities_**_:_**
- Engage with utility customers using the Five9 softphone system to address and resolve customer inquiries
- Generate, review, validate and prepare pre-tax letters to mail to customers with accounts in arrears
- Prepare Certificate of Arrears as requested by lawyers’ offices to validate the account status
- Review and process account adjustments on the billing system (CC&B) to ensure follow through with the collections process
- Respond to customer requests for payment arrangements by assessing and determining account eligibility
- Identify, research, troubleshoot account discrepancies and resolve and make corrections in consultation with the team lead and/or supervisor
- Liaise with internal stakeholders to process account adjustments such as refunds for duplicate payments, payments to wrong account, transfer between customers, etc.
- Follow-up and address all customer inquiries and delinquent account issues while adhering to Regional policies, by-laws and procedures
- Adhere to and exhibit excellence in customer service, while managing difficult customer interactions
- Any other related duties as assigned

**_Qualifications_**_:_**
- Post-secondary education, complemented with minimum 2 years relevant work experience
- An equivalent combination of education and/or experience may be considered
- Exceptional customer service skills, focused on the customer experience and customer service
- Demonstrated ability to respond in a professional manner to complex customer situation
- Excellent interpersonal and communication skills both verbal and written to communicate both with internal and external clients
- Effective time management and the ability to work independently and within specified deadlines
- Ability to prioritize and work multiple tasks effectively while maintaining high quality work
- Strong analytical and mathematical skills to support effective decision making and problem solving
- Experience with Customer Care and Billing (CC&B) would be considered an asset

**Location**:In this role you will have the ability to work remotely and attend on-site when required based on operational requirements at the 2 Copper Road, Brampton, ON_ _worksite. The frequency of on-site activities may vary on a weekly basis and based on operational requirements. Your remote work location must be located within the province of Ontario.

**Hours**:35 Hours per week; Monday-Friday

**Interview**:Our recruitment process will be completed with video conference technology.

**As part of the Region’s ongoing commitment to health and safety, there are enhanced Covid-19 specific safety protocols and/or personal protective equipment requirements (e.g. masks, eye protection, etc.) in place to help protect health and safety. The additional requirements are determined based on the nature of the work being carried out.**

About Us:
The Region of Peel serves more than 1.4 million residents and approximately 173,000 businesses in Brampton, Caledon and Mississauga. We deliver a wide range of resident focused services across the Region.

Our 20-year vision for Peel is “Community for Life.” Our goal is to create a place where everyone enjoys a sense of belonging and has access to the services and opportunities needed to thrive in each stage of their lives. Our 2015-2035 Strategic Plan outlines the work we're focused on to bring this vision to life.

To learn more about the Region of Peel, explore peelregion.ca.

Additional Information:
The Region of Peel is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.

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