Job Class Specification for:
CREDIT REPRESENTATIVE, SENIOR
Class Specification Schematic Number: 4002005
Conducts in-person visits to utility customers to collect on delinquent accounts,
handles large and complicated accounts and associated collection problems, negotiates
mutually workable arrangements for payment or determines appropriate course of action to
pursue. Acts as lead by assigning, scheduling and coordinating the work of Credit
Representatives and/or field staff.
Distinguishing Characteristics of the Class:
This class is distinguished from the Credit Representative by its leadworker
Positions in this class have leadworker responsibilities including distributing field
collection assignments to Credit Representatives, scheduling and directing their work in
the absence of the supervisor, and handling difficult cases and those involving complex
Positions in this class require a knowledge of utility and collection policies and
procedures, billing and credit policies, bankruptcies, probates and court procedures,
social assistance programs, and the ability to effectively interact with hostile and
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, determine on-going credit risk involved in maintaining
utility service to customer and distribute work to Credit Representatives to produce
maximum productivity. 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:
- Contacts delinquent commercial and residential utility account customers in-person or by
telephone; determines reasons for delinquency; negotiates collection arrangement with
customer that minimizes risk of revenue loss to City and undue hardship to customer.
- Performs leadworker functions, including distribution of field assignments to Credit
Representatives based on priorities and availability, and directing their work in absence
- Investigates and evaluates bankrupt accounts to determine appropriate collection action.
- Calls on delinquent accounts that are difficult or involve complex circumstances; works
with customers to ensure collection arrangements and utility disconnections meet
established legal and procedural guidelines; terminates utility service as appropriate.
- Determines if utility meters have been tampered with and notifies proper authorities in
suspected cases of diversion.
- Performs other related duties of a comparable level/type as assigned.
Work Environment/Physical Demands:
Work activities can be performed both within the field or office. Work involves dealing
with irate and abusive customers regarding past due accounts and payments.
Requires one year experience equivalent to a Credit Representative (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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