Job Description

• High School diploma or equivalent with three years of customer contact experience.
• PC proficiency on corporate applications and data management tools (i.e. SAP, Teams, Outlook, Accurint/TLO/Experian, Excel, Word)
• Available for shift assignment
• Must complete prescribed course of instruction and pass subsequent tests (e.g., system policy and procedures).
• Math Aptitudes.
• Effective negotiation and organizational skills
• Must be reliable with no attendance issues. 

• Investigate, analyze, and resolve collection related inquires for residential, commercial and non-energy accounts. Communicate customer requirements and complete transactions regarding past due balances, payments, turn-ons, disconnects, payment arrangements, refunds, late payments fees, bill inquires, security deposits, service requests, balance transfers, restoration of service and other routine collection activities.
• Verify, code and update accounts with information received from customers, other departments, collection agencies, and other collection tools (e.g., Experian, Equifax, TLO, Accurint, etc.). Includes enrollment in customer programs, process payments, update profiles (including low income and probate) research misapplied payments, etc.
• Identify and refer eligible customers to Company and/or state low-income programs.
• Conducts collection practices within the guidelines of the MPSC Billing Practice Rules, Fair Debt Collection Practice Act and statutory constraints.
• Communicates customer requirements through professional and courteous manner. Uses appropriate influence and conflict resolution skills to achieve resolution of accounts by following quality standards, demonstrating service keys and guiding principles.
• Verify customer of record prior to disclosing account information.
• Conducts investigations and resolves potential fraud and name switching.
• Verify phone number, positive identification and other required account information per call handling standards on every account.