Casual Collections Clerk

5 months ago

Hamilton, Canada Alectra Utilities Full time

The Opportunity

Position:
**Casual Collections Clerk**

**_ (*Temporary Role)_**

**Location**:
**Hamilton (John St.)** **(Hybrid: Remote/In-office)**

Reports to:
**Collections Supervisor**

Business Unit:
**Customer Experience**

Division:
**Collections and Payments**

Hours per Week:
**35**

Rate of Pay:
**As per the Collective Agreement**

Number of Openings:
**2**

Union:
**PWU**
- Alectra is committed to putting our people first in providing a positive employee experience and a safe work environment. Our Hybrid Workplace policy allows for an effective balance for employees with the opportunity to work in a hybrid environment; a combination of Remote / In-office work based on operational requirements._

**Position Purpose**:
The Collections Clerk is responsible for customer collections activities and back office clerical tasks to support account management of customer accounts for electric and water services.

**Responsibilities**:

- Performs activities related to customer collections for electric and water accounts including those related to reminder notices, final notices, collections/payment telephone calls and creating and monitoring field disconnections and reconnections.
- Performs activities related to payment processes such as pre-authorized payments and payment transfers.
- Administer and supports customer assistance initiatives including low-income support programs
- Manages security deposit processes as it pertains to collections including calculation of new and updated deposits, customer notifications, and refunds
- Manages unpaid accounts, final bills collections, write-offs, bankruptcies and collection agencies processes
- Manages processes related to customer payments and payment plans including but not limited to pre-authorized payments and equal payment plans
- Manages customer refund processes
- Responds to customer inquiries related to payments and collections activities, ensuring a high level of professionalism and in accordance with Alectra Utilities standards and OEB requirements.
- Performs user acceptance testing of system and procedural changes, documenting new and revised procedures to provide the efficient billing and customer services
- Acts as the first point of contact for water collections account management, tax transfer processes and inquiries from municipalities
- Supports all business processes related to customer account management including account start / stop, billing, collections and payments
- Other duties as assigned
- Responsible for demonstrating and maintaining a working knowledge and understanding of the Company’s safety policies and practices. Report any unsafe conditions or observed unsafe practices and make all efforts reasonable to work in accordance with The Ontario Health and Safety Act.

**Skills & Qualifications**:
**Education & Specialized Knowledge**
- Minimum of High School Education required
- College diploma or University Degree in business or other related field and/or equivalent experience is an asset
- Knowledge of regulations and by-laws governing electricity and water

**Experience**
- Experience in dealing with difficult customers, situations and moderately/complex problems
- Experience in a customer service or billing role is an asset

**Skills/Abilities/Competencies**
- Demonstrated MS Office experience with a solid understanding of Excel
- Ability to make quick and accurate decisions with mínimal supervision that support the company procedures
- Demonstrated Customer Service skills, working both with internal and external stakeholders
- Proven keyboarding competency and accuracy is required
- Excellent verbal and written communication skills
- Must be able to work from other locations as required as per guidelines within the Collective Agreement
- Ability to multi-task in a fast-paced environment

How to Apply

If you would like to be considered for this position and meet the qualifications, please submit your resume by clicking on the button below.

You can also submit a resume for us to keep on file and review as new opportunities arise that might be the right fit for your skills and experience.

We thank all applicants for their interest in a career with Alectra. Only those selected for an interview will be contacted.

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