Supervisor, Payments and Collections

Alectra Utilities - Hamilton
Hamilton, Ontario

Last Day to Apply: July 09, 2020

The Opportunity

Job Posting Number:



Supervisor, Payments and Collections


Hamilton (John St.)

Reports to:

Manager, Collections and Payments

Business Unit:

Customer Service


Customer Service

Hours per Week:


Rate of Pay:

Commensurate with range and candidate’s experience

Number of Openings:





June 25, 2020


July 9, 2020

Position Purpose:

The Supervisor, Payments and Collections provides front line leadership and support to the teams performing payments, collections, and back office functions. This position ensures objectives are met for both electric and water services. 


  • Supports front line employees in collection, payments and customer account service-related matters
  • Monitors industry and regulatory requirements to revise collection, clerical and payment policies and procedures
  • Attends regular meetings with government and social services agencies (ODSP, Ontario Works, Income Support, LEAP partners)
  • Monitors various collection files to manage risk of outstanding A/R; follows-up on large account balances
  • Prepares status reports of Key Performance Indicators including arrears and write-offs, and team activities  
  • Provides first level response to escalated customer calls in queue regarding payments, refunds, and collections activities
  • Oversees processes related to aged receivables, bankruptcies, bad debt, third-party collection agencies, refunds, payment processes, residential and general service collections, customer security deposits, and field collections/disconnections/reconnections, and back office functions such as Lawyers Letters, Landlord Agreements and Access.  
  • Administers contracts of services provided by a third-party vendor for field collection/disconnection/reconnection services and collection agencies
  • Ensures operations comply with Ontario Energy Board (OEB) and provincial regulations and legislation
  • Stays well informed on related industry issues, especially government and regulatory policies, and maintains a network of industry stakeholders
  • Plans, organizes and supervises daily activities of operational unit
  • Provides coaching, development, performance management, technical guidance and advice
  • Provides input into department goals and objectives
  • Leads and/or participates in department projects and key initiatives to ensure quality and timely completion within budget
  • Researches, recommends and implements new or enhanced policies, procedures and processes to improve operational effectiveness
  • Ensures compliance to legislative, regulatory and Health & Safety policies, procedures and standards
  • Performs other duties as assigned

Skills & Qualifications:


  • College diploma or university degree in business administration or a related discipline or equivalent knowledge and experience
  • Advanced knowledge of credit & collection policies
  • General Knowledge of all Customer Service functions for both electric and water services
  • Proficiency with Customer Information Systems (multi-service- electric and water)
  • Thorough knowledge of regulatory and governmental requirements (OEB, IESO Rules and Regulations, PIPEDA and OHSA)
  • Proficiency with MS Office applications 


  • Minimum 5 years’ experience in a collections and / or payments function including technical business operations
  • Experience in a unionized utility environment an asset 


  • Excellent customer service and interpersonal skills
  • Strong analytical and problem-solving skills with strong attention to detail
  • Strong ability to lead change and engage, develop and motivate teams
  • Strong problem-solving skills with the ability to provide practical and/or innovative solutions
  • Strong written and presentation skills, with the ability to convey information accurately and concisely
  • Ability to plan, prioritize and execute multiple projects and initiatives within established timelines  
  • Must hold and maintain a valid class “G” driver’s license 

How to Apply

If you would like to be considered for this position and meet the qualifications, please submit your resume by visiting our Careers page at

Should you have any questions regarding this opportunity, or need assistance in applying for the posting, please send your inquiry to 

You can also submit a resume for us to keep on file and review as new opportunities arise that might be the right fit for your skills and experience.

Alectra is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates. Should you require accommodation at any stage in the recruitment, assessment and selection process please consult with Alectra’s People Team.

We thank all applicants for their interest in a career with Alectra. Only those selected for an interview will be contacted.

June 25, 2020


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