JOB SUMMARY

The Collections Specialist plays a critical role in ensuring the financial health of the San Antonio Water System by managing and recovering outstanding customer balances. This position is responsible for contacting customers regarding overdue accounts, negotiating payment arrangements, and maintaining accurate records of collection activities. This position works closely with customer service, billing, and finance teams to resolve account discrepancies and promotes timely payments, all while maintaining a high level of professionalism.

• Monitors and manages delinquent accounts to ensure timely collection of payments.
• Contacts customers via phone, email, mail, and site visits to discuss outstanding balances and payment options.
• Establishes and documents payment plans in accordance with company policies and regulatory guidelines.
• Collaborates with internal departments to resolve billing disputes and ensure accurate account information.
• Maintains detailed records of collection efforts and customer interactions.
• Recommends accounts for further action, such as service disconnection or third-party collections, when necessary.
• Provides exceptional customer service while handling sensitive financial matters.
• Applies established policies and procedures to manage delinquent accounts.
• Escalates issues requiring supervisory or management approval per established authority limits.
• Performs other duties as assigned.

• High school diploma or GED.
• Three years of experience in customer service, billing, or account management, preferably in a utility or related industry.
• Ability to work regularly scheduled shifts within SAWS’s hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.

• Working knowledge of water metering and SAWS field practices.
• Skill in Microsoft Office and customer account management systems.
• Strong analytical skills with the ability to interpret data and resolve discrepancies.
• Advanced skill in account research and system navigation.
• Ability to clearly communicate and resolve concerns both verbally and in writing.
• Ability to apply logic and mathematics to correct consumption or rate-based errors.
• Ability to work under pressure with time constraints.
• Ability to exercise judgment in prioritizing workload to meet deadlines and service level expectations.

Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting or standing for extended periods of time at various workstations to perform job scope. Requires visual acuity, speech, and hearing. Working conditions are primarily in an office environment. May be required to adhere to strict lunch or break schedule.

May be required to work hours other than regular schedule including shift work, weekends and holidays.