Current Opportunities >> Collections Specialist
Collections Specialist
Title:Collections Specialist
Subsidiary:Liberty Utilities
Department:Customer Care, Billing Operations, Credit & Collections
Location:Avondale, AZ
Country:United States
Zip/Postal Code:85392

Our vision is to be the utility company most admired by customers, communities and investors for our people, passion and performance.


The Collections Specialist facilitates the delivery and achievement of Arizona and Texas Customer Care Credit and Collections goals by enabling the team to manage collections efforts and assist customers in keeping their accounts in good standing. This includes creating, maintaining and analyzing reports, including month end revenue reporting. Responsible for creating and implementing collection processes that align with Liberty Utilities Customer Care Strategy. Serves as the central point of contact for collections issues.


  • Responsible for running and leading all aspects of collections process and associated work related to current and former customers. Identifies issues, taking actions towards resolution; ensures all routines are run accurately and timely.
  • Coordinates all outreach collections processes including letter production, outbound IVR and live call activities.
  • Performs daily quality assurance process on bill samples and audits system generated customer letters.
  • Develops and maintains enhanced collection-related business processes and reporting to maximize success rate of collections activities.
  • Works with collection employees to maximize receivables, thus reducing bad debt write offs.
  • Monitors bankruptcy collections.
  • Interaction, monitoring and reporting of Collection Agency performance.
  • Completes detailed data analysis, and provides recommendations to business leadership based on trends.
  • Exercises sound judgment while analyzing and interpreting data to ensure a high level of accuracy, timeliness, and usefulness for business leaders.
  • Prepares business documents and presentations for business leaders.
  • Works closely with Customer Care leaders to successfully address Aged Arrears and foresee potential revenue collection issues.
  • Communicates/interacts with all departments (Billing, Customer Service, Finance, Operations) and customers.
  • Handle escalated collection calls, transactions and requests. Further escalating items of a complex nature as required.
  • Coordinate collections related field service orders; handle questions, escalations and protection claims from field.
  • Organizes and stores all reports in Customer Care Library.
  • Processes return items.
  • Other duties as assigned.

Education & Experience

  • A university bachelor’s degree in business administration, communications or other related field. Equivalent combination of education and experience
  • Previous experience in collections preferred
  • Experience in a Process Analyst capacity, including process documentation, improvement and development
  • Capable of putting forth new ideas and maintaining strong relations with internal representatives and external clients to have a harmonious working environment, while emphasizing on results
  • Ability to prepare documentation using various forms of content (eg. Flowcharts, interviews etc)
  • Strong interpersonal communicator with the ability to work closely with and influence management teams. Facilitates interactions between various cross functional areas.
  • Meticulous attention to detail
  • Excellent written and verbal communication skills with proficiency in grammar, spelling and simple language use
  • Ability to grasp and comprehend new concepts quickly
  • Analytical skills to quickly identify processes that impact other cross functional groups
  • Bilingual in English and Spanish strongly preferred
  • An expert in Microsoft Office products with particular expertise in Excel and PowerPoint. Experience with SQL and Sharepoint considered strong asset.
  • Work in a fast paced, ambiguous, constantly changing work environment

The distribution business group (Liberty Utilities) provides rate regulated water, electricity and natural gas utility services to over 750,000+ customers in the United States. The transmission business group invests in rate regulated electric transmission and natural gas pipeline systems in the United States and Canada.

Company paid Pension

401K Plan with employer match

Share purchase/match plan
Generous time off program

Collaborative environment with a genuine flexible working policy

Free refreshments
Top Talent Program
Volunteer paid days off
Employee Assistance Program
Achievement fund

We are passionate about building a diverse and inclusive workforce. If you are excited about this role, and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.

We are an equal opportunity employer and value each person’s unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success.

We are committed to fully utilizing the abilities of all of our employees and expect each employee to honor this commitment in their daily responsibilities.

As part of our commitment, we work to ensure our application process is accessible to all candidates. If you require special assistance or accommodation during the hiring process, please notify the Talent Acquisition Team.

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