Job Class Specification for:
CREDIT & COLLECTIONS SUPERVISOR
Class Specification Schematic Number: 4002007
a credit and collection function for a utility.
Plans, schedules, and directs the work of subordinates engaged in
office and field collection activities. Ensures compliance with applicable laws,
ordinances, policies, and procedures to maintain account delinquencies within
Characteristics of the Class:
This class is a first-line supervisory position
over a Credit and Collections function with overall authority for personnel of
the section and responsibility for control of section direction and procedures
to ensure effective work methods, goals and objectives.
in this class require an extensive working knowledge of utility and collection
policies and procedures, billing and credit policies, bankruptcies, probates,
court procedures and social assistance programs. The work of this class requires strong
supervisory skills and the ability to effectively interact
with hostile and abusive customers.
include ordinances, federal, state and City regulations, department policies and
procedures, and billing and credit operating procedures. Judgement is exercised in researching and responding to complex
collection problems, directing section activities to ensure operating objectives
are met, formulating and implementing work methods and determining the need for
revisions to operating procedures and coordinating and controlling multiple work
units through employees and leads.
Contacts include subordinates regarding work
scheduling and resolving collection problems; customers regarding collection and
billing disputes; other City employees regarding planning and coordinating
interdepartmental activities; and outside agencies and professional groups to
ensure that unit operations are consistent with City policies and community
- Plans, delegates, and directs
the work of subordinates engaged in office and field utility account
collection activities and monitors performance.
- Evaluates and prioritizes
daily workload, assigns work to subordinates, and monitors overall production
to ensure that account delinquencies are maintained within acceptable limits
and collection activities are in compliance with applicable laws, ordinances
and procedural guidelines.
- Researches delinquencies and
prepares appropriate verbal or written response to customer appeals.
- Performs supervisory duties,
including directing, motivating, training, counseling, and disciplining
employees, conducting performance reviews, approving or denying requests for
vacations and leaves of absences, reviewing work products, and making hiring
- Implements changes in
organization, policies and procedures.
- Coordinates unit collection
policies and procedures with other City departments, outside agencies, and
professional groups to ensure consistency with City and community objectives.
- Oversees the administration
of a variety of social assistance programs to aid low income customers.
- Performs other related duties
of a comparable level/type as assigned.
Work Environment/Physical Demands:
Work is performed in a City office environment.
Work assignments may involve resolving referred collection disputes and dealing
with abusive and angry customers.
four years, progressively responsible collection or related experience,
including the equivalent of one year of experience as a Senior 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:
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
reviewed and updated May 2001 to reflect abolishment of Assistant Credit & Collections
Supervisor class making Credit &
Collections Supervisor a first-line supervisory