Collections Specialist-Utility Billing

Under the general supervision of the Finance Director, the Collections Specialist is responsible for the collection of delinquent water and sewer accounts. This position communicates with customers regarding overdue bills, establishes payment arrangements, coordinates with field staff regarding service shut-offs and reconnections, and maintains accurate records of all collection activities. The role requires excellent communication skills, attention to detail, and the ability to manage difficult customer situations professionally and tactfully.Account Monitoring & Collections

• Monitor aging reports and identify delinquent utility accounts requiring follow-up.
• Review customer accounts to determine outstanding balances and appropriate collection actions.
• Initiate collection activities in accordance with established city policies and procedures. 

 
 Customer Communication & Payment Arrangements

• Contact customers via phone, email, and mail regarding past-due balances and available payment options.
• Negotiate and establish payment arrangements in accordance with city policies.
• Respond to customer inquiries related to billing, payment plans, and collection activities.
• Work closely with the Billing Supervisor and Customer Service team to ensure consistent communication and timely resolution of customer concerns.

 
 Utility Service Coordination

• Coordinate with field crews regarding utility service disconnections and reconnections, as appropriate.
• Communicate collection-related service actions and ensure appropriate coordination between departments.

 
 Payment Processing & Account Reconciliation

• Process customer payments and update account records to accurately reflect collection activity.
• Assist with reconciling daily deposits and reviewing account adjustments related to collections.
• Ensure customer account information and payment activity are accurately maintained.

 
 Documentation, Reporting & Professional Development

• Document all customer interactions and maintain accurate records for auditing and reporting purposes.
• Participate in staff meetings, training sessions, and other departmental activities as required.

 
Perform other related duties as assigned.Minimum Qualifications: 

• High school diploma or equivalent required; some college coursework in accounting or business preferred.
• Two (2) years of experience in collections, billing, or customer service, preferably in a utility or municipal environment.

 
 Knowledge, Skills & Abilities for Successful Job Performance:   

• Knowledge of collections procedures and customer billing practices.
• Ability to communicate clearly, professionally, and respectfully with customers in challenging situations.
• Strong attention to detail and accuracy in account maintenance and documentation.
• Proficiency in Microsoft Office applications; experience with utility billing software is a plus.
• Ability to work independently and manage time effectively in a fast-paced environment.
• Knowledge of privacy regulations and customer confidentiality requirements.

   Additional Requirements: 

• Valid driver's license. 
• Successful completion of a background investigation.

   Physical Requirements: 

• Work is performed primarily in a standard office environment. 
• Requires prolonged periods of sitting, standing, walking, and computer use. 
• Occasionally lifts and carries files or office materials weighing up to 10 pounds. 
• Requires the ability to communicate effectively in person, by telephone, and electronically.

  Equal Employment Opportunity Statement
The City of Spring Hill is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.
 
Reasonable Accommodation
The City is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). If you require a reasonable accommodation during the application or selection process, please contact the Human Resources Department at [email protected].
 
Job Description Disclaimer
This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. The City reserves the right to assign, modify, or remove duties and responsibilities as operational needs require.
 
Nothing in this job description creates an express or implied contract of employment. Employment with the City remains at will unless otherwise provided by applicable law or written agreement.