Temporary Credit

The Opportunity
**Job Posting Number**: 2025-108
**Position**:
Temporary Credit & Collections Representative
- Temporary contract until July 31, 2026*

**Location**: Guelph (Southgate) (Hybrid: Remote/In-office) Reports to: Supervisor, Billing & Customer Service
**Business Group**: Customer Experience Division: Customer Service (Guelph)
**Hours per Week**: 35 Rate of Pay: $31.07/hr - $45.50/hr
**Number of Openings**: 1 Union: IBEW (Guelph)
**Open**: April 23, 2025 Close: April 30, 2025
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**:
This position is accountable for various account collection activities and, to a lesser extent, billing related customer enquiries and assisting in additional Credit Department duties. Provide back-up in other positions as needed. Be committed to safety privacy, ethics, teamwork and respect in the workplace.

**Responsibilities**:

- Initiate collection calls to customers (active and closed) whose accounts are in arrears
- Respond to customer enquiries regarding arrears, account balances and security deposits
- Prepare, review and follow up daily delinquency notlces with customers regarding past due accounts
- Follow up with mail returned and NSF payments
- In the event of delinquent accounts, prepare account histories for further collection procedures, including calling customers and, if still unpaid, recommendation to Credit Supervisor for service disconnection
- Trace (locate) delinquent accounts
- Review delinquent budget customers and advise customer service staff to either cancel or increase budget plan, if warranted
- Prepare bankruptcy documents, letters of credit and power of sales for re-possessed homes and send to appropriate parties.
- Prepare and send statements of unpaid final accounts to a Collection Agency
- Make payment arrangements for customers requiring extended terms as directed by the Credit Supervisor by reviewing the accounts and using influence, and best practices
- Enter Contact Management notes on all cases where contact with a customer or anyone associated with the customer is made or attempted
- Frequent interaction with social agencies to facilitate payment on behalf of lower income customers; maintain payments provided to low income customers via the financial assistance programs (e.g. LEAP, OW/ODSP)
- Face to face contact with customers at our front counter and in customer service office
- Occasional handling of customer telephone enquiries regarding energy saving suggestions, water/wastewater and, to a lesser extent, budget issues
- Downloading, balancing and posting of lockbox payments and transmitting preauthorized payments from Company's Bank
- Checking and posting payments directly deposited in bank account by customers
- Reverse payments back charged by Company's Bank - send letters to customers requesting payment - refund payments made in error - correct customer accounts
- Add, correct, delete and reverse preauthorized payments via RBC Express
- Download third party credit (e.g. Paymentus) payment, balance and post
- Prepare payment depot invoice
- Open vaults daily for bank (e.g. Brinks) deposit deliveries
- Transfer payments when misapplied by bank or Guelph Hydro Electric Systems Inc.
- Enter new bank codes for preauthorized payments
- Assist in other areas of the Credit Department, perform other duties and complete additional projects (e.g. participate in COM activities) as requested by the Credit Supervisor

**Qualifications, Knowledge, Skills and Competencies**:

- Secondary school diploma plus experience in Accounts Receivable/Collections
- Ability to communicate well with the public and make sound judgements and decisions under stressful conditions
- Ability to think and respond quickly in a professional manner to any customer situation
- Knowledge of Guelph Hydro collecting policies, procedures and best practices
- Knowledge of COM programs, knowledge of OEB and other regulatory requirements and changes, as these relate to the position e.g. Affiliate Relationship Code, etc.
- Experience with computers, handling of cash and an aptitude for working with numbers
- Influencing skills in order to collect full outstanding monies owing to GHESI and/or to work out payment plans with past due customers.
- Dealing with low income and difficult customers
- Collection skills
- Knowledge of Microsoft Word and Excel
- Accurate record keeping, multitasking and organizational skills
- Very good written and verbal communications skills
- Good interpersonal and customer relations skills

How to Apply
- First consideration will be given to permanent employees in the IBEW bargaining unit.

**As per the Collective Agreement, any permanent new hire in their