Utility Billing & Collections Specialist

Performs highly skilled clerical and technical work requiring comprehensive knowledge of utility customer service operations, with a primary focus on billing, collections, and revenue recovery. Supports both active account processing and post-service debt recovery activities, including coordination of billing and collections workflow and direct involvement in bankruptcy, write-off, and in-house collection functions.

Serves as an internal resource for revenue recovery on closed accounts, applying strategic and compliant collection practices to minimize financial loss. Exercises sound judgment in accordance with federal, state, and local laws governing collections and bankruptcy, including reviewing legal documentation, filing proofs of claim, analyzing court activity, and monitoring timelines across Chapter 7, 11, and 13 cases to ensure compliance and appropriate action.

Collaborates with internal departments and external partners, including the City of Kissimmee Public Works Department, while maintaining current knowledge of applicable laws, regulations, policies, and industry practices. Work is performed under regular supervision with flexibility to meet operational and customer needs, and may involve functional specialization in billing, collections, or revenue recovery while maintaining cross-functional knowledge to support overall operations.

Performs advanced billing, collections, and revenue recovery functions, including account research, analysis, and process monitoring to ensure accuracy, efficiency, and compliance. Manages daily billing operations, reconciliation, prepaid and consolidated billing, tampering procedures, and account adjustments while supporting residential and commercial customers with inquiries, payment arrangements, and delinquent account resolution. Coordinates with internal departments and external stakeholders to resolve complex billing and collections issues and ensure timely, appropriate actions aligned with established policies.

Executes collection and recovery efforts on active and closed accounts using compliant outreach methods, documentation, account analysis, repayment negotiations, and tools such as skip tracing. Administers write-off processes, including account conversion, aging, balance transfers, and coordination with third-party collection agencies, while monitoring agency performance and recovery timelines. Processes and tracks bankruptcy cases, including documentation, account coding, proofs of claim, court filings, and trustee coordination to ensure legal compliance and case resolution.

Investigates and resolves customer disputes and supports specialized processes such as probate accounts and lien requests. Maintains accurate records, reporting, and documentation across all billing, collections, bankruptcy, and recovery activities. Monitors system activity within the Customer Information System to ensure timely and compliant processing, supports procedural updates and training as needed, provides customer service support, and performs other related duties as assigned.

Comprehensive knowledge of utility billing, collections, and customer service operations, including service initiation and termination processes, account adjustments, and governing rules, regulations, and procedures. Strong understanding of debt collection practices, including in-house and third-party recovery methods, as well as bankruptcy and write-off processes with the ability to apply applicable laws and guidelines to varied account situations.

Demonstrated ability to interpret and apply regulatory requirements; analyze account activity; and make sound, timely decisions. Proficiency in internal computer systems and applications used to manage and track billing and collections activity, including Microsoft Office products. Strong attention to detail, organizational skills, and the ability to manage multiple priorities and deadlines in a dynamic environment.

Excellent analytical, problem-solving, and strategic thinking skills, with the ability to resolve complex customer issues and recover outstanding balances effectively. Strong verbal and written communication skills, along with the ability to handle sensitive situations with professionalism, empathy, and firmness. Proven interpersonal skills with the ability to influence outcomes, build relationships, and collaborate effectively with internal teams, external agencies, and customers.

Demonstrates accountability, sound judgment, adaptability, and a strong sense of urgency. Ability to work independently and as part of a team while maintaining accuracy and compliance. May be required to lift or displace up to 20 pounds. Incumbents must possess strong working knowledge of the organization’s Customer Information System.

High school diploma or GED required. A bachelor’s degree in business, finance, or a related field is desirable. A minimum of five (5) years of experience in debt collections and recovery, customer service, and/or utility billing and collections preferably within an electric utility environment. An equivalent combination of education, training, and relevant experience may be considered.

SPECIAL REQUIREMENTS:

Must possess a valid Florida driver’s license.