Region of Peel

Collections Representative – Utility Receivables

Region of Peel

contract

Posted on:

Location Type: Hybrid

Location: Brampton • Canada

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Salary

💰 CA$61,369 - CA$76,710 per year

About the role

  • 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

Requirements

  • 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 prioritize 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
  • A satisfactory Level 1 Criminal Record Check obtained directly from a police station (third-party background checks will not be accepted)
Benefits
  • Comprehensive Health, Dental, Vision benefit plan including psychological health
  • Automatic enrolment into OMERS pension plan
  • Accrue Vacation on a monthly basis starting at 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
  • Access to tuition reimbursement and learning and development resources

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer serviceaccount adjustmentsbilling systemanalytical skillsmathematical skillspayment arrangementsproblem-solvingtime managementmulti-tasking
Soft skills
exceptional customer serviceprofessionalismtactverbal communicationwritten communicationindependenceprioritizationadaptability
Certifications
Level 1 Criminal Record Check