Job Class Specification for:
CREDIT & COLLECTIONS SUPERVISOR

Class Specification Schematic Number: 4002007

Class Summary:

Supervises 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 acceptable limits.

Distinguishing 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.

Positions 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.

Guidelines 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 concerns.

Examples of Work:

• 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 recommendations.
• 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.

Minimum Qualifications:

Requires 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:

None.

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.

Class reviewed and updated May 2001 to reflect abolishment of Assistant Credit & Collections Supervisor class making Credit & Collections Supervisor a first-line supervisory class.

Date posted 11/13/2001

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