Collections Specialist II

Summary

This lead role is responsible for the daily funds reconciliation, maintaining general ledger entries, monthly records updates, account maintenance and the handling of escalated customer issues.

Pay Range: $18.14 - 23.30 (Depending on qualifications and experience)

Work Schedule: Typical workweek, 8:00am - 5:00pm onsite

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Monitor, lead and train the activities of the Collections Specialist in the areas of collection and account maintenance. Review all account records in accordance with state rules and regulations.

• Resolve escalated customer issues pertaining to billing, refunds, collections, bad checks, and delinquency.

• Reconcile funds daily with general ledger entries. Complete daily deposits.

• Facilitate the monthly supplemental update, billing and refund process from the appraisal district.

• Assist with payment posting during peak service times and staff shortages.

• Contact commercial or designated accounts which become past due or finalized.

• Facilitate the annual account coding and agent assignments before billing.

• Work cooperatively with Supervisor and Department head in order to meet office goals.

• May assume division responsibilities in the absence of the direct supervisor.

Minimum Qualifications

• High School Diploma or General Equivalency Diploma (GED)

• 4 years of experience

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience:

• High School Diploma plus six months advanced study

• 4-6 years of experience in public sector collections, customer service or related field

Knowledge, Skills & Abilities

• Comprehensive knowledge in general customer service practices and procedures

• Comprehensive knowledge of property tax operations and common collections practices

• Skill in general computer operations (Microsoft Excel and Word)

• Skill in using CIS software

• Skill in problem solving and conflict resolution

• Skill in investigating complex account issues

• Ability to resolve complex customer issues

• Ability to negotiate appropriate account resolution

• Ability to generate new ideas, challenge the status quo, take risks, support change, encourage innovation, and solves problems creatively

Licenses and Certifications

• No Licenses/ Certifications required