Delinquent Accounts Specialist

2 weeks ago


Louisville, Kentucky, United States Louisville Water Company Full time
Job Summary

This position is responsible for handling complex business transactions, via phone, in person, or written communications, to determine facts and use judgment to determine next steps. The ideal candidate will have strong communication skills and be able to work with customers to resolve delinquencies and provide excellent customer service while collecting monies owed to Louisville Water.

Essential Job Functions
  1. Work with the Customer Care & Billing (CC&B) system and understand Louisville Water business processes to answer questions and resolve complaints.
  2. Monitor rental properties and provide guidance to customers and property management companies on what properties or customers require copies of lease or purchase documents to obtain water.
  3. Research, review, and transfer usage to appropriate parties for properties with illegal consumption (SFO).
  4. Monitor the rental property and bankruptcy processes and request service rule changes when necessary.
  5. Manage bankruptcies which list Louisville Water and complete the changes to the customer accounts as required by bankruptcy laws.
  6. Provide overall management of the bankruptcy process, including notifications from the courts system, changes to customer accounts, and working with the legal department.
  7. Manage the Service Found On or illegal water use on accounts, using CC&B, SPIN, and LOJIC to research the responsible party to bill for usage.
  8. Coordinate with the billing area to bill appropriate parties.
  9. Work to assist customers in resolving identity theft using policies and procedures.
  10. Aid in resolving customer complaints or inquiries concerning bad debt accounts, transfer balances, account disputes, and payment arrangements.
  11. Research and respond to incoming written inquiries from external customers.
  12. Stay abreast of company policies and procedures to provide accurate and consistent information to internal and external customers.
  13. Perform various collections activities to reduce bad debt, including negotiating payments, processing bankruptcies, reviewing/researching temporary service accounts, processing certified mailings to high-balance accounts, etc.
  14. Review the work file of high-risk customers weekly to ensure timely payments on delinquent accounts.
  15. Coordinate and update information on bad debt accounts with the external collection agency.
  16. Compile, maintain, and update bad debt reports on a daily, weekly, and monthly basis to assist in resolving collections issues and any disputes.
  17. Communicate with dispatchers to coordinate water service terminations and restore service.
  18. Identify and create process improvements.
Working Conditions

Generally, works a 40-hour work week in an office environment; involves mostly sedentary work using a computer and taking phone calls for most hours worked.

Minimum Qualifications

High school diploma or equivalent required; and Three (3) years' experience in collections, cashiering, banking, accounting, customer service, or related field.

Louisville Water provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.



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