Collections Field Rep I / II

Job Summary

This position will report to the DNR Operations SLT in Salt Lake City, UT.

Collections Field Rep I

Under general supervision, this entry level Field Collections Representative is responsible for processes relating to customer credit and collections functions. Visits customer premises to deliver termination notices.  Performs gas service disconnection at customer premises for accounts that have not responded to termination notices.  Performs routine analyses using defined guidelines, processes. and procedures to assist in a variety of routine credit and collections activities, including but not limited to monitors and provides customer contact on exception situations for high dollar delinquency, deposits warning/requests, customer payment arrangements, energy assistance programs, agency pledges, medical authorizations, and disconnections of service due to nonpayment. Provides general analysis and determination of unauthorized use of service (fraud/theft), bills for such service and works with customer to ensure payment is made. Collaborates with other Dominion Energy groups within and outside Customer Experience.

Collections Field Rep II

Under limited supervision, this intermediate level Field Collections Representative is responsible for processes relating to customer credit and collections functions. Visits customer premises to deliver termination notices. Performs gas service disconnection at customer premises for accounts that have not responded to termination notices. Assists with the training of newly hired field collections reps. Will be assigned specialized collections routes which would include but not be limited to, working high dollar collections routes, and potential overnight travel outside of normal work area. Performs analyses using defined guidelines, processes. and procedures to assist in a variety of routine credit and collections activities, including but not limited to monitors and provides customer contact on exception situations for high dollar delinquency, deposits warning/requests, customer payment arrangements, energy assistance programs, agency pledges, medical authorizations, and disconnections of service due to nonpayment. Provides analysis and determination of unauthorized use of service (fraud/theft), bills for such service and works with customer to ensure payment is made. Collaborates with other Dominion Energy groups within and outside Customer Experience.   

Required Knowledge, Skills, Abilities & Experience

Collections Field Rep I

0-2 years directly related experience.

Collections Field Rep II

2-3 years directly related experience

Ability to provide training for others in the department.

Both Levels:

Basic knowledge and understanding of company policies and procedures, including credit policy, energy assistance programs (including state assistance programs and system functions), payment plans, conservation programs, etc.

Ability to follow company safety practices and policies.

Ability to prioritize work and exercise limited amount of discretion in performance of duties and responsibilities.
Ability to read and record figures accurately.
Basic analytical and problem solving skills.
Ability to work independently, with minimal supervision.
Ability to see objects at close range and to see in the distance and to determine the distance and relationship between objects.
Ability to walk 3 - 7 miles a day in all types of weather.
Ability to get in and out of a vehicle upwards of 100 times per day.
Strong ability to work with smart phone apps and programs.
Ability to use and work with various hand tools.
Possession of a valid driver's license for the size and type of vehicle that will be driven on the job.
Must maintain an acceptable driving record.
Must wear Company provided uniform.
Ability to read and follow maps/mapping systems.
Strong proficiency with Microsoft Excel, Word, PowerPoint, Publisher, process-mapping and database applications.
Basic oral (in person and by phone) and written communication skills.
Ability to multitask and handle a wide variety of duties and responsibilities.
Ability to establish and maintain strong working rapport with collaborative partners.
Basic understanding of billing system and processes for various rate schedules.
Working knowledge of customer account systems.
Ability to learn quickly, apply knowledge and judgment, problem-solve, take action and follow through.
Must undergo random drug and/or alcohol testing with satisfactory results subject to DOT and company requirements depending on specific job duties.
Must become company qualified on required Operator Qualifications for position, after attending company schooling.

Education Requirements

High School Diploma or GED is required.

Working Conditions

Test Description

No Testing Required