Temporary Collections Representative – Utility Receivables
Job Description
- Engage with utility customers using the Five9 softphone system to effectively address and resolve customer inquiries.
- Investigate and review account issues, providing timely responses to customer inquiries and resolving problems related to overdue water and wastewater accounts through various communication channels such as telephone, email.
- Generate, review, validate pre-tax letters for mailing to customers with accounts in arrears.
- Review and process account adjustments on the billing system (CCBCS) to facilitate the collections process.
- Prepare Certificate of Arrears as requested by lawyers’ offices to validate the account status.
- Evaluate and respond to customer requests for payment arrangements by assessing and determining account eligibility.
- Identify, research, and resolve account discrepancies in collaboration with the team lead and/or the supervisor for solutions.
- Collaborate with internal stakeholders to process account adjustments, including refunds, payment transfers and other related tasks.
- Ensure timely follow-up on customer inquiries regarding delinquent account issues while adhering to Regional policies, by-laws and procedures
- Demonstrate excellence in customer service, while managing difficult customer interactions.
- Perform any other duties as assigned.
What the role requires:
- Post-secondary education, complemented with minimum 2 years relevant work experience.
- Exhibit exceptional customer service skills with a strong focus on enhancing the customer experience.
- Demonstrated ability to handle complex customer situations with professionalism and tact.
- Excellent verbal and written communication skills, enabling effective interactions with both internal and external customers and other departments within the Region of Peel.
- Effective time management and the ability to work independently and within specified deadlines.
- Ability to prioritizes and to multi-task effectively while maintaining high quality work.
- Strong analytical and mathematical skills to support effective decision making and problem-solving.
- Adaptable to working with the latest office technologies.
- Proficiency in Microsoft Office programs, including Outlook, Excel, Word.
- Experience with Customer Care and Billing (CCBCS) would be considered an asset.
Nice to have:
- Accounting and account analysis experience would be considered an asset
- Five9 softphone system experience would be considered an asset
Perks @ Peel and why you will love working for us:
- Comprehensive Health, Dental, Vision benefit plan including psychological health (effective start date)
- Enrolment into OMERS pension plan
- Accrue Vacation on a monthly basis, up to 3 weeks per annum
- 3 Paid personal days and floating holidays
- Flexible hours supporting your wellness and wellbeing
- Annual performance review and merit increases based on performance
- Supportive leadership and a culture of respect and inclusion
Location: In this role you will have the ability to work a hybrid mode and will attend on-site Tuesday and Wednesdays, and as 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, but you can expect a minimum of two days per week in the office. Your flexible work location must be located within the province of Ontario.
Hours of Work: 35 hours per week; Monday to Friday 8:30 am to 4:30 pm
Interview: Our recruitment process may be completed with video conference technology.
If this opportunity matches your qualifications and experience, please apply on-line.
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At Peel Region, we value being open and transparent with our community. Peel Region will not be dissolved. The Ontario government has updated legislation to recalibrate the scope of the Transition Board to seek recommendations on land use planning, water & wastewater, regional roads, and waste management. Peel remains committed to providing uninterrupted services to our residents and businesses through the review. Skilled and qualified professionals are and will be needed to deliver services to the Peel community regardless of the governance model. For information about our transition and how we continue delivering services, visit peelregion.ca/transition.
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.
How to Apply
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