Asset Recovery Agent

Leading Florida municipal utility providing electric and water services to Orlando, St. Cloud, and parts of unincorporated Orange and Osceola counties.

About the role

Performs various collections tasks, identifies process improvement opportunities, and tracks and reports on completed activities and KPIs to ensure client’s financial risk is minimized.

• Evaluate customer accounts to ensure adequate security deposits and manage deposit adequacy and bill-up through various methods.
• Monitor collection and severance processes based on financial and credit analysis of both residential and commercial accounts.
• Act as liaison with outside collection agencies for account data, invoice reconciliation and other customer needs.
• Contact customers by mail, email, or telephone regarding delinquent accounts that require special handling.
• Audit payment plans and payment arrangements based on established guidelines and maintain monthly reporting.
• Coordinate the write-off process from initiation to completion; make recommendations for process improvements within Credit and Collections.
• Understand, interpret and explain company policies and procedures relating to collection, severance, and write-off processes and the action related to each.
• Process Bankruptcy requests for client’s service accounts, including communication with internal and external attorneys, handle deposits, and account set-up; may require appearance in bankruptcy court.
• Participate in various projects, committees, and testing of new initiatives/programs or other special assignments.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED.
• Minimum of three (3) years of collections/asset recovery and/or call center experience.
• Experience in a utility call center (preferred).

Skills

• Working knowledge of bill evaluation; payment plan and payment arrangement set-up; process and procedures handbooks, training materials, and service request forms.
• Familiarity with software applications (e.g., CC&B, OneView, MDM, Lexis Nexis, Experian, Pacer, Cognos, Power BI).
• Familiarity with equipment (e.g., Hi Path Phone System) and related industry, organizational, and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws.
• Strong written, verbal, and interpersonal communication skills.
• Excellent analytical skills to work with delinquent accounts, analyze account financial data, identify problems/opportunities, interpret policies, and propose solutions.
• Good negotiation skills to address payment plans and repayment.
• Ability to make arithmetic computations using whole numbers, fractions, decimals, and percentages.
• Proficient in Microsoft Office Suite (Outlook, Word).
• Customer Experience & Sales, Action Oriented, Attention to Detail, Being Resilient, Customer Focus, Nimble Learning, Resourcefulness.

Pay

$25.97 - $27.68/hr on W2.

Schedule

Hybrid work schedule: 2 days remote (Mondays & Fridays) and 3 days in office (Tuesday–Thursday) or additional days based on business need.

Benefits

• Health Insurance: Medical, dental, and vision coverage.
• Retirement Plans: Participation in a company-sponsored retirement savings plan.
• Legal Service Plans: Access to attorneys for legal advice and representation.