New 
COLLECTIONS REPRESENTATIVE I
 Western Virginia Water Authority | |
$16.21
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 United States, Virginia, Roanoke | |
 Nov 10, 2025 | |
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JOB POSITION: COLLECTIONS REPRESENTATIVE
Division: Collections & IS Status: Non-Exempt Grade: 102 Job Code: 615 Reports to: Collections Supervisor Date: 07-01-07 Revised Date: 04-01-22 Last Reviewed Date: 04-01-22 SUMMARY OF JOB Performs a variety of duties in the collection of utility payments. Receives/verifies/applies payments to customer accounts. Researches accounts as needed for transfers/payments applied. Reconciles cash/check/credit card receipts daily and resolves any out-of-balance problems. Processes deposit/credit refunds/delinquent and disconnection notices. Prepares a variety of reports. Back up for cashier. Assist customers. Maintains files. Assist other departments in the Customer Service/Billing division as needed. Other duties as assigned. Graduation from high school/GED equivalent supplemented by course work in accounting/information systems/business/bookkeeping or other related field plus two (2) or more years of experience in accounting/cashiering/collections of delinquent accounts in an automated customer service environment preferably in utilities. ESSENTIAL DUTIES AND RESPONSIBILITIES Includes the following. Other duties may be assigned or scheduled. * Receives and receipts a variety of payments and other payment-related transactions; verifies and applies payments to appropriate accounts; issues receipts. * Reconciles cash, check and credit card receipts daily and resolves any out-of- balance problems. * Reports problems and conflict to supervisor as soon as possible. * Researches and processes documentation for balance transfers and misapplied payments. * Provides backup for other departments in high volume times. * Provides backup for cashier and Senior Collector in high volume times or if cashier is absent. * Post invoices for payment to the accounts payable system. * Files completed work in accordance with department policy. * Processes deposit refunds to accounts. * Set up bank draft on customer accounts. * Reconciles bank statement, as needed. * Prepares daily Collections reports for Finance, as needed. * Prepares and processes credit refunds. * Prepares daily collections reports for bank deposits. * Projects currency and coin requirements and reorders as necessary. * Maintains petty cash records. * Provides information to customers regarding pertinent rules, policies and procedures related to cash and cash-related transactions; directs customers to proper offices, as appropriate, to seek resolution of problems beyond the information available to the cashier. * Maintains the highest level of confidentiality of Water Authority and customer records. * Assists in processing delinquency notices to customers within company policies * Assists in establishing and maintains hard copy collection files for all delinquent accounts and maintains collection file data in an automated delinquent collection system. * Assists in processing disconnection notices for customers who have not made proper payments on their account as well as disconnection notices for customer with broken payment plans and initiates work orders for field service work with regard to disconnection. * Assists in contacting customers prior to lien placement to discuss account status. * Releases liens and maintains lien records monthly, as needed. Researches and transfers misapplied payments to correct accounts. * Assists in maintaining accounts for the State's Debt Set-Off Collection Program. * Assists in interpreting U.S. Bankruptcy court filing documents and court orders to determine bankrupt status of debts to the Water Authority. * Assists in preparing office files for bankrupt debtors and files Proof of Claim with the U.S. Bankruptcy Court Clerk office. * Maintains records for off-site storage. * Assists in closing service orders for disconnects and reconnects when returned from field personnel. * Performs special projects as assigned from supervisor and management. SUPERVISORY RESPONSIBILITIES No supervisory responsibilities QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Ability to review and recommend improvements in processes and procedures for assigned area. * Ability to think logically and comprehend data. * Ability to work with minimal supervision. * Ability to work safely and obey all safety rules. * Ability to communicate effectively, both verbal and in writing. * Ability to respond to inquiries from employees and customers orally or in writing as necessary. * Ability to represent assigned area in meetings attended. * Ability to identify problems and/or conflict and seek management assistance in dealing with problems and/or conflicts. * Ability to analyze and solve technical and administrative problems. * Ability to read and interpret documents such as safety rules, operating and maintenance instructions, maps and procedure manuals. * Ability to apply common sense understanding to carry out instructions furnished in writing, oral or diagram form. * Ability to write reports, correspondences and procedure manuals in a clear concise manner. * Ability to establish and maintain effective working relationships with co-workers, other Water Authority departments and the general public. * Must possess and maintain a good work ethic with a strong emphasis on good attendance, reporting to work on time, completing job assignments in a timely manner, maintaining a good work attitude, performing all job duties as assigned and/or scheduled. * Ability to handle high levels of stress that may occur at various times during the week. * Ability to handle high work volume while meeting deadlines. * Strong knowledge of various software packages such as Microsoft Word and Excel. * Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals and to compute rate, ratio, and percent. * Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public * Ability to work alone or in a team environment. * Ability to solve problems involving several concrete variables in standardized situations. * Ability to respond effectively to inquiries orally and in writing EDUCATION and/or EXPERIENCE Graduation from high school or GED equivalent supplemented by course work in accounting, information systems, business, bookkeeping or other related field plus two (2) or more years of experience in accounting, cashiering and/or collections of delinquent accounts in an automated customer service environment preferably in utilities or equivalent combination of education and experience. CERTIFICATE, LICENSE, REGISTRATION REQUIREMENTS None. PHYSICAL DEMANDS OF THE JOB The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * While performing the duties of this job, the employee is regularly required to walk, stand, and sit; use hands to finger, handle or feel; reach with hands and arms; talk and hear. * While performing the duties of this job, the employee is occasionally required to stoop, kneel, crouch, bend, climb, balance, crawl or reach overhead. * Specific vision abilities required by this job include ability to adjust focus. If corrective lenses are noted on driver's license, the lenses must be worn when operating Authority vehicles. * Repetitive movement using keyboard and/or office equipment is involved. * Employee must be able to sit for an extended amount of time at a desk or workstation. * Employee must regularly lift, carry and/or move up to 10 pounds and occasionally 45 pounds. Assistance is required on weight amounts above those listed. Failure to do so could result in injury and denied Worker's Compensation benefits. WORK ENVIRONMENT ENCOUNTERED IN THIS JOB The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * The noise level in the work environment is usually low. * Employee is subject to normal work conditions as required in an office setting. * Employee may occasionally be subject to exposure to moderate or high noise level, extreme outside weather conditions, uneven, steep, slippery terrain conditions, dusty conditions and wet and/or humid conditions. GENERAL STATEMENT AND SELECTION GUIDELINES The above statements describe the general nature and level of work assigned to in this job position. They should not be construed as an exhaustive list of all job duties or tasks performed by personnel so classified. The following will identify the selection guidelines for job placement: * WVWA application * Rating of education, experience, training and qualifications * Reference checks * Interview with WVWA management team * Applicant must pass a pre-employment physical and drug/alcohol test * A criminal background check and social security number verification will be performed. The results must match information provided by the applicant on the WVWA application * Job related test might be required and would be administered to all applicants applying for the position | |