Collections Representative

Posted 13 days ago
Full Time

Job Description

We’re looking for new talent to join us as we reinvent the future of energy. Across BC, we have a diverse team of more than 2,500 employees we can’t do without, yet we’re growing as fast as ever.

You may think we’re your standard utility that delivers natural gas and electricity, but we’re also into cool, innovative energy solutions. Think carbon capture, renewable energies and lower-carbon transportation for a start. We believe in creating a cleaner, healthier tomorrow.

If you like meaningful work, a dynamic environment and forward-thinking colleagues, build your career with us. You’ll get opportunities to grow, lead, solve, and create. So what are you waiting for? Let’s rethink energy together.

Responsibilities Performs outbound calls to customers with outstanding balances to make arrangements for payment of overdue debt. Gathers customer account information, obtains feedback from customer, identifies solutions and negotiates appropriate payment arrangements in accordance with established policies, procedures, quality standards and work measures. Follows up with customers on broken payment arrangements. Utilizes designated system to investigate customer account/s and make arrangements for disconnection of service in accordance with established policies and procedures. Gathers customer information to determine the appropriate service date. Initiates fieldwork to disconnect premises for both outstanding arrears and vacant premises with consumption. Validates consumption on vacant premises including performing system and external searches to locate responsible parties prior to disconnecting the premises. Initiates reconnection of disconnected premises once payment has been received or appropriate payment arrangements have been met. Initiates vacant premise processing; generates disconnection notices and responds to customer queries. Identifies and processes finalized accounts; utilizes designated systems to locate finalized customers and updates records. Initiates placement of qualifying account balances with collection agencies in accordance with established guidelines. Makes arrangements to write off small balances. Tracks, reports and audits collection agency placements and recovery data transferred for accuracy and completeness including original placements, payment updates and other financial transactions, retractions or removals of account balances due to special requests or circumstances. Investigates collection discrepancies/errors including payment arrangements out of tolerance; follows up on high risk account balances to determine if additional collection action is required or escalates to others.
Completes proof of claim forms related to bankruptcies; processes account changes in designated systems to reflect legislation requirements. Establish and maintain landlord agreements including ensuring vacant periods are billed to landlords or owners as specified in the agreement. Resolves customer complaints; gathers pertinent information to identify nature of complaint, records information, attempts to resolve, refers to other departments and/or escalates matter to others. Utilizes systems to update and maintain customer account and payment information, process applications, back date account responsibilities, initiate fieldwork, etc.; maintain related records. Performs other related duties as required. Requirements Grade 12, completion of courses in customer relations and business communications plus 18 months recent, related collections experience or an equivalent combination of education, training and experience Knowledge of active and inactive collections activities including bankruptcy and other legislative provisions related to debt collection. Demonstrated ability to apply listening skills to interpret customer needs, analyze information, make decisions and negotiate solutions that meet customer expectations Fast and accurate keyboarding/data entry skills with strong computer navigation skills Demonstrated ability to utilize a customer focused approach to handling difficult customer interactions, resolving problems and building customer relationships Demonstrated ability to communicate clearly and effectively both verbally and in writing Demonstrated ability to utilize software applications in use in the department Demonstrated ability to prioritize and complete work within demanding work schedules Demonstrated ability to negotiate complex billing and arrears solutions

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.

Safety is our number one priority, and to maintain the health and safety of our employees and broader communities, we have a number of COVID-19 safety measures in place. This includes a requirement for all new employees to provide proof of full vaccination, prior to their first day of work or the start of their employment. And of course, we will consider an accommodation for anyone who’s unable to be vaccinated due to a protected ground as defined by the Human Rights Code.

To learn more about the recruitment process with FortisBC, please visit the You’re Applying. What now? page for additional information.

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