Job Class Specification for:
CREDIT REPRESENTATIVE, SENIOR

Class Specification Schematic Number: 4002005

Class Summary:

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.

This class is distinguished from the Credit Representative by its leadworker responsibilities.

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 circumstances.

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 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, 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 information.

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 of supervisor.
• 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 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).

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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