SUMMARY OF RESPONSIBILITIES : This position supervises the activities and operations of the Customer Collections team. This position is responsible for ensuring that the collections operations collect utility debts; monitor delinquent accounts; handle utility services and maintain collections data. Responsibilities include, but are not limited to, implementing/interpreting/maintaining collection policy, procedures, and processes; provide collections rules/regulations training, technical advice and strategies for customer relations issues and methods; delegating, monitoring and evaluating work output assigned to staff; preparing/generating/maintaining records, data, reports and statistics on all collections and transactional activities (customers/employees); follow up with estate accounts to procure payment, performing periodic performance reporting to support business planning efforts; mediate/resolve complex/sensitive customer/collection inquiries/issues; preparing/maintaining control of budget expenditures; work closely with PWC Legal personnel on complex, situational issues, that arise with regards to collection of bad debt, deceased accounts or lease related issues; investigate and properly document residential and commercial bankruptcy accounts; responsible for presenting Collections and Customer Care escalated situations to the Legal Division to determine appropriate resolutions; approving leave and timesheets; making arrangements for staff and safety meetings, appointments and schedules as required; handling personnel issues and concerns; exercises initiative/independence in developing work methods and carrying out the details of the work in accordance with policies and procedures within the scope of responsibility designated for the position ; Operating under general supervision of the Department Manager/Director; latitude is allowed for independent judgment in carrying out the details of the work in accordance with established policies and procedures.

FULL PERFORMANCE KNOWLEDGE, SKILLS, AND ABILITIES: Thorough knowledge of CIS, C2M, Device Manager, WAM, EBS, CSEM, HCM, Interactive Voice Response System/Remittance Processor/HCM - Bill2Pay, Kiosk, Lockbox and how these system interact together; knowledge of PWC legacy systems (CC&B ,PCS, etc.); extensive knowledge of collections, customer service, cashiering, metering, billing processes and procedures; thorough knowledge/understanding of the utility rates/schedules; thorough knowledge of safety rules, regulations, procedures and practices as appropriate; thorough knowledge of operational management concepts and practices; thorough knowledge of business processes and work flows; thorough knowledge of collection regulations and practices; thorough knowledge of supervisory concepts and practices including budget, personnel, and administrative functions; must possess strong ability to mitigate/resolve complex customer issues; must possess strong influence, collaboration, planning and organization skills; ability to train/orient/teach skills to new employees; ongoing training of changes in policies/procedures; ability to work multiple projects and supervise/monitor/evaluate staff; ability to communicate effectively, both orally and in writing with employees and customers with tact and maintain control in sensitive and difficult situations; ability to monitor, coach and counsel employees; encourage employee development and growth; plan, organize, schedule, and evaluate staffing to ensure sufficient coverage; ability to analyze and develop solutions for complex issues; ability to analyze risks and develop appropriate mitigation strategies; ability to provide technical and analytical support to users across divisions; ability to use applicable computer software programs for communication, word processing, spreadsheet and database management, especially Microsoft Word, Project, Excel and PowerPoint; ability to prepare and maintain reports and records; ability to develop and maintain effective working relationships with customers, the general public, and all levels of employees.

MINIMUM QUALIFICATIONS:

(A)Graduation from an accredited four (4) year college or university with a degree in business, accounting, business management, statistics, mathematics or related field and a minimum of three (3) years of experience in customer service work in/for a public utility, which includes lead worker or supervisory responsibilities; OR

(B)Graduation from an accredited two (2) year college/technical school with a degree/certification in business, accounting, business management, statistics, mathematics, or related field and a minimum of seven (7) years of experience in customer service work in/for a public utility, which includes lead worker or supervisory responsibilities, OR

(C)Graduation from high school or possession of a high school equivalency diploma, and a minimum of eleven ( 11) years progressive responsibility of experience as defined in (A) above; OR

(D)An equivalent combination of experience, training and education as defined above.

PHYSICAL REQUIREMENTS : Must be able to perform the essential functions of the position.

SAFETY HAZARDS: Minimal

PROTECTIVE EQUIPMENT : As required in the Fayetteville Public Works Commission’s Safety Manual.

EMPLOYER'S RIGHTS : This job description is general and illustrative of the kind of duties required of this position. It is not exhaustive and does not contain a detailed description of all the duties that may be assigned to the incumbent occupying this position.

GRADE 412 $66,259-$87,296/Exempt