Responsible for managing and leading the Credit and Collections team collaborating across Customer Service and the organization in establishing standards and policies, and operating processes to ensure effective and efficient collection of customer funds within the utility’s revenue cycle. Leverage best practices and technology, and lead receivables management process improvements with the objective to deliver exceptional service while minimizing revenue risk.
Manage daily operations and execute strategies to ensure accurate, reliable, and timely collection of customer revenues, processing write-offs and recoveries, and monitor bad debt expense trends;
Manage the team related to day to day operations including work load, prioritizing work, process improvements, performance metric reporting, performance reviews, engage and develop staff;
Monitor trends, perform analysis and provide recommendations to improve the collection, severance, and write-off processes in the customer information system considering the associated impacts to the financial records, ratios, and metrics;
Consider the impacts of OUC’s deposit policies, changes in economic cycles, customer payment prioritization, utility industry trends, and technology impacts on credit and collections;
Understand the meter to cash utility revenue cycle, collaborating with billing, revenue assurance, residential, commercial and major account staff, payment administration, accounting staff to expand staff’s business, technical and system expertise on credit and collection related matters;
Lead or participate in projects supporting meter to cash utility revenue cycle activities such as configuration and other technology related items, and associated business process improvement initiatives;
Provide oversight and support to the team related to application of policies such as customer deposits, back billing, and adjustments;
Execute and maintain quality standards, key performance indicators, operational and financial metrics, performance expectations, budget targets and make certain there is accountability to each;
Implement best practices and methods to make sure there is quality and efficiency throughout the operations;
Lead and participates in special projects that will enhance the overall efficiency of the Collections Division;
Assign tasks, responsibilities, and deadlines to initiative team members;
Perform other duties as assigned;
Bachelor’s Degree in Business Administration, Accounting, Finance or related field from an accredited college or university
Minimum of seven (7) years of progressive experience in, customer collections, billing or accounting/finance within a utilities environment; or similar accounts receivables management and collections experience in another industry
Minimum three (3) years of formal supervisory/management experience over staff members is preferred; Minimum three (3) years of project management and/or other experience in leading efforts and setting direction for projects is required in the absence of formal supervisory/management experience
Special training to be completed within the first six (6) months of hire: Customer Care & Billing (CC&B)
Familiarity with, but not limited to, the following:
oA/R (Accounts receivables) Aging Schedules;
oAllowance for Doubtful Accounts, Bad Debt Expense, Write-off, Recovery processes;
oFinancial ratios and the impacts collections has on the entity’s financial performance
oCollection Agencies, including the associated RFP and performance management processes;
oDeposit Policies and security such as Surety Bonds, and Letters of Credit;
oNegotiable instruments and Non-Sufficient Funds (NSF) process
oFair Credit Reporting Act (FCRA)
oBankruptcy legal guidelines, including associated collection and deposit processes
·Working knowledge of all, but not limited to, the following:
oSoftware Applications (i.e.Oracle CC&B or similar CIS sytems)
oRelated industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws;
oProcess improvement methodologies and supporting tools - process flow maps, charts and other tools to identify root cause and monitor current metrics and process improvements;
Lead, train, coach, and mentor team members;
Ability to make arithmetic computations using whole numbers, fractions and decimals, rates, ratios and percentages;
Ability to use Microsoft Office Suite (Word, Outlook, Excel, Visio, etc.) and use standard office equipment (computer, telephone, copier, etc.).
Strong communication skills, both verbal and written;
About Orlando Utilities Commission
OUC – The Reliable One, an industry leader as the second largest municipal utility in Florida, is looking for qualified individuals to be part of our growing team. We are looking for self-motivated, creative professionals who can assist with achieving our vision of being recognized as the best utility in the nation.
OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules and regulations.
OUC Offers a competitive compensation & benefits package which includes paid medical program for employee, free life insurance, retirement benefits including a cash balance account with employer matching along with a health reimbursement account, paid vacation, holidays, and sick time.