Sr Cred & Colls Speclst

The Credit and Collections Specialist provides analytical support and coordination of credit and collection activities for both RI Energy's electric and gas segments, including active and inactive residential and non-residential customers. Responsibilities include providing analysis and contributing to the coordination and management of active, inactive and uncollectible debt levels. Provide analytical support to the Credit and Collections department; lead, coordinate or contribute to updating and reviewing the uncollectible forecasts for RI Energy.  

• Understanding the Rhode Island Utility regulations and ensure collection practices are in compliance with RI Code.
• Benchmarking other utility and other industry practices to identify opportunities for improvements in RI’s processes.
• Working closely with CCC Supervisors and Senior CSRs to support operational decisions, interpret policy, and oversee response to ad-hoc collection communication from customers.
• Developing communication and training for Call Center and Field Services employees.
• Overseeing bankruptcy process, training, communication and response to customers.
• Responding to policy clarification requests from Call Center employees.
• Developing and maintaining policy and process documentation
• Maintaining visibility to field and CCC for immediate issue resolution during collections season
• Running controls for collection actions to ensure collection paths are working properly.
• Maintaining and reviewing cash controls to monitor customer payment activity.
• Monitoring payment agreements made by Call Center agents and Self-served by customer to ensure compliance with process.
• Maintaining training materials for field collection.
• Reviewing and approving training materials for Call Center employees.
• Responding to company Audit requests by third parties and Corporate Audit Services.
• Providing yearly RI PUC consumer reports related to collection activities
• Overseeing changes in regulatory communication to customers and preparing standard written notices to customers.
• Developing joint action plans with Call Center and Field Operations and conducting follow-up actions.
• Managing yearly PUC requirements such as 4770 reporting, as well as monthly information requirements.
• Physical presence in the office/on-site to engage in face-to-face interaction and coordination of work among co-workers.
• Ability to prepare regression models to forecast collection budgets.
• Performs other duties as assigned
• Complies with all policies and standards

Intermediate Level:

Required Education

Bachelor's Degree

Required Experience

• Minimum of 2 years’ experience in a collections environment
• Proficient in a Customer Information System.
• Proficient in MS Office applications.
• Working knowledge of RI credit and collection processes.

Preferred Qualifications

• MBA
• Excellent Oral and written communication and interpersonal skills.
• Good business judgment.
• Demonstrated experience in areas including regulatory, business operations, customer services, credit and collections.

Senior Level:

Required Education

Bachelor's Degree

Required Experience

• Minimum of 5 years’ experience in a collections environment
• Proficient in a Customer Information System.
• Proficient in MS Office applications.
• Working knowledge of RI credit and collection processes.

Preferred Qualifications

• MBA
• Excellent Oral and written communication and interpersonal skills.
• Good business judgment.
• Demonstrated experience in areas including regulatory, business operations, customer services, credit and collections.

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