Job Class Specification for:
Class Specification Schematic Number: 4002004
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
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
- 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.
Work Environment/Physical Demands:
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).
Licensing and Other Requirements:
Current Washington State driver's license or evidence of equivalent mobility.
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 adopted January 2, 1991.
Date posted 5/5/1999
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