Credit & Collections Clerk

Company Biography

Utilities Kingston is located in Kingston, Ontario, equi-distant from Toronto, Montreal and Ottawa, where the St. Lawrence River meets Lake Ontario and the Rideau Canal (a UNESCO World Heritage site) - Kingston is a stunning, historic city that consistently ranks as one of the best places to live in Canada. Kingstons 123,363 community-minded citizens enjoy an outstanding quality-of-life enhanced by recreational and creative opportunities and supported by excellent health care facilities and municipal services, programs and facilities. Utilities Kingston is unique in Ontario, combining water, wastewater, gas, electricity and telecommunications services in one company under the leadership of a single C.E.O. This shared services delivery model gives Utilities Kingston clear advantages in cost savings and customer service over other utility providers in the province. Utilities Kingston has provided the residents of Kingston with safe and reliable utility services for more than 150 years.

Primary Duties

Reporting to the Supervisor, Customer Service & Credit & Collections the successful incumbent administers a Collection Service of active Utilities Kingston customer accounts that are in arrears from daily review of reports and queues. The incumbent will be required to handle incoming customer inquiries over the phone and email in high volumes. The incumbent will be expected to have difficult conversations with customers while delivering an excellent customer experience and ensure the privacy of customer information. The incumbent will coordinate with internal departments and external agencies to provide a superior customer experience for our customer base. A strong understanding of the Ontario Energy Boards disconnection polices as well as an understanding of Utilities Kingston Terms of Service is required. The duties require the incumbent to arrange for customer payments and schedule for payment in full, review letters of credit, review and evaluate customer required deposit, manage customer accounts and review final accounts. Coordination is required with internal and external agencies including lawyers, social agencies and collection agencies as required. Day to day activities will be completed in the Microsoft Office suite of products, as well as the Customer Information System.

Education, Certification and Other Qualifications Required

• Two (2) year Diploma from an accredited College in an administration field or an acceptable equivalency of related education, training and experience.
• 1-3 years of experience in a credit and debt collection environment would be considered an asset.
• An understanding of the City of Kingstons municipal by-laws with regards to utility services would be considered an asset.
• An understanding of the Ontario Energy Boards rules for Customer Service would be considered an asset.
• Knowledge of legislation relating to debt collection and insolvency and familiarity with relevant standards and procedures.
• Proficient in the use of Microsoft Office Suite of Products (Word, Excel, Outlook)

• Ability to work independently and as part of a team in demanding conditions requiring focus.
• Excellent written and verbal communication skills to communicate with a variety of audiences and the ability to deal effectively with challenging verbal interactions on a daily basis

Special Working Conditions/Conditions of Employment

Criminal record check satisfactory to Utilities Kingston at the candidates own expense.

Closing Statement

Your resume and/or cover letter must clearly demonstrate how you meet the requirements of the position.

Accessibility Statement

Appropriate accommodations will be provided as required by the Accessibility for Ontarians with Disabilities Act (AODA) upon request.

Employment Equity

Utilities Kingston is committed to employment equity and we encourage applications from all designated group members. Our goal is a diverse, inclusive workforce that reflects the Kingston community. Utilities Kingston thanks all candidate that apply, however, only those selected for further consideration will be contacted.