Job Class Specification for:
CREDIT REPRESENTATIVE

Class Specification Schematic Number: 4002004

Class Summary:

Collects on delinquent utility accounts, negotiates mutually workable arrangements for payment, or determines other appropriate course of action. Researches account histories and prepares account data entries on utility billing system.

Distinguishing Characteristics of the Class:

This class performs the full range of collection activities and is responsible for establishing payment plans and negotiating payment arrangements. This class lacks the lead responsibilities of the Credit Representative, Senior class.

Positions in this class require a knowledge of utility and collection policies and procedures, billing and credit policies, social assistance programs, and the ability to effectively interact with hostile and abusive customers.

Guidelines include ordinances, federal state, and City regulations, department policies and procedures, and billing and credit operating procedures. Judgement is exercised to determine customer's ability to repay amounts due, establish mutually workable repayment arrangements, and determine on-going credit risk involved in maintaining utility service to customer. This class exercises discretion in ensuring personal safety while working alone in the field.

Contacts include customers and departmental employees to negotiate arrangements for payment of outstanding debts, service disconnections, answer inquiries and exchange information.

Examples of Work:

• Researches delinquent account histories to determine status of collection arrangements or accounts in accordance with established procedural guidelines prior to field visits.
• Interviews delinquent utility customers and determines reasons for delinquencies. Makes collection arrangements with customer to minimize revenue loss to utility based on judgement and department guidelines.
• Screens customers for low-income assistance and refers customers to appropriate program/agency.
• Operates computerized billing system to access account information and enters updates to customer account records.
• Disconnects utility service to delinquent customers as necessary.
• Ensures security of cash collected in the field.
• Performs other related duties of a comparable level/type as assigned.

May perform work in the field, driving or walking to customer locations. Work involves dealing with angry or abusive customers either in person or over the phone.Disconnection of meters may entail electrical hazards.

Requires a minimum of one year credit, collection or customer contact experience (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class).

Current Washington State driver's license or evidence of equivalent mobility.

Comments:

This description was prepared to indicate the kinds of activities and levels of work difficulty required of positions in this class. It is not intended as a complete list of specific duties and responsibilities.

Class History:

Class adopted January 2, 1991.

Date posted 5/5/1999

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