Supports the City’s revenue recovery efforts by guiding customers through overdue payment resolutions, managing delinquent accounts, and preparing documentation for legal or law-enforcement action when needed. This role offers meaningful, independent work with the support of a knowledgeable team and operates under general supervision.
City employees enjoy a top-notch zero-premium healthcare option for you and your family. Plus, a retirement plan that provides a lifetime annuity, investment matching, a cash-incentive wellness program, public employee student loan forgiveness, paid parental leave, and more. We’re famous for unparalleled benefits—come see why everyone’s talking!Required Knowledge, Experience, And Training- High School Diploma or equivalent
- 3 years of experience in a business office/utility provider environment involving extensive customer service and cash/payment processing and dealing with monies.
Licensing And Other Requirements- Notary Public certification within the first six months of employment.
Special RequirementsApplicants must be able to pass:- City of Boise background check processes which includes a criminal history check and reference checks in accordance with the City of Boise Hiring Process Regulation
- Credit History Check
Makes outbound calls and takes inbound calls for purposes of overdue payment collections. Locates and establishes contact with debtors following commercially and legally acceptable collection practices via phone or in-person to compel payment.
Interviews debtors to determine their ability to pay, negotiates acceptable payment arrangements and monitors compliance with payment agreements. Installs and sets up recurring payment draft instructions and autopay system for customers.
Establishes and maintains customer accounts and processes payments. Understands billing cycles and explains billing to customers. Answers account and service questions. Works with billers to improve the accuracy of accounts to prevent improper billing or documentation for citizens.
Manages an assigned portfolio of delinquent accounts using department collection practices and procedures. Sends delinquent letters and notifications.
Documents all account activity and maintains records of collections and status of accounts. Researches legal issues involving collection practices and recommends legal action. Prepares legal forms to be used in involuntary collection procedures.
Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.
Additional Required Knowledge, Experience, And TrainingKnowledge of collection procedures and techniques, process serving regulations and practices and procedures of bankruptcy and district courts; Fair Debt Collection Practices Act and the Fair Credit Reporting Act; financial record-keeping methods including maintaining, adjusting and making credits and debits to utility accounts; general office procedures and protocols; computer usage including related software; and basic accounting and mathematical computations.
Ability to establish rapport with customers utilizing proper telephone etiquette and customer service techniques; read, interpret and apply rules, regulations, policies and procedures; meticulously follow through to achieve work accuracy and efficiency; carry out recurring assignments independently without specific instructions; analyze and interpret billing information; deal firmly and courteously with the public and maintain professionalism while dealing with difficult customers; communicate effectively in the English language at a level necessary for efficient job performance; and perform all essential functions as assigned by an authorized employee, supervisor and/or manager with or without reasonable accommodation.
Preferred Knowledge, Experience, And TrainingAssociate's degree in accounting, business administration, mathematics, finance or a related field and four years of progressively responsible experience with first and/or third-party collections, or an equivalent combination of education and/or experience.
Knowledge of bankruptcy law and related matters.
Ability to converse in Spanish or another second language.
The physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Efforts While performing the duties of this job the employee is occasionally lifting/carrying up to 20 pounds. Also, the employee is occasionally pushing/pulling up to 10 pounds. The noise level is always moderate. Work includes sensory ability to talk, hear and touch. Work in this position also includes close vision. Employees will sit, stand, walk, reach and grasp. Position requires hand/finger dexterity.
Working EnvironmentThe work environment will include inside conditions. potential for violence/physical altercations
This position works: This position may work in the evenings and Saturdays as necessitated by job demands.
