Collections Clerk

Join our team
2025-123 Collections Clerk (PWU)
**Location**: Hamilton (John St), Mississauga (Derry Rd), Hybrid
**Department**: Collections & Payments (* in the Customer Assistance Programs team)
**Number of Vacancies**: 1
**Hours per Week**: 35
**Rate of Pay**: $30.16/hr - $44.17/hr
At Alectra, we’re not just about powering communities; we’re about empowering our people. We prioritize well-being through a culture that fosters collaboration, innovation and continuous growth. We believe in providing a supportive and inclusive environment where everyone can thrive and make an impact.
**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.
- The incumbent may be asked to perform other related duties which may be assigned from time to time.

**Qualifications, Knowledge, Skills and Competencies**:
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
- Less than one (1) year related 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.

Who we are
As the largest municipally owned electric utility in Canada, we are committed to growing, evolving and remaining innovative to build a sustainable and brighter future. Our values set us apart and are our fundamental beliefs about our organization:
**Safety**: Stay aware, prevent risks and protect each other.
**Respect**: Value everyone, act honestly and foster inclusion.
**Customer Focus**: Be reliable, anticipate needs and deliver exceptional solutions with care.
**Excellence**: Elevate performance, embrace diversity and deliver quality through collaboration.
**Innovation**: Drive growth by embracing change, creativity and continuous improvement.
**Here’s why Alectra might be your ideal workplace**:

- We offer comprehensive benefits. From health and wellness programs to financial security though our Defined Benefit Pension Plan - we offer a robust benefits package that supports you and your family.
- We invest in your career development. At Alectra, we care about our team’s future through offering ongoing trainings, mentorship and learning opportunities.
- We care about you work-life balance. Understanding that taking time off is essential to employee well-being, sustained productivity and high performance, we offer the following:

- Time off: At Alectra, we offer various time off options for our employees including vacation time, personal days, milestone parental leave top-up, volu