Collections Clerk

Oakville Hydro delivers reliable and safe electricity to more than 75,000 individuals, families, and businesses in Oakville.  The company maintains an active commitment to conservation, safety, and is strongly invested in the social and economic well-being of the Oakville community.  Oakville Hydro is a two-time past recipient of the Local Distribution Company Performance Excellence Award from the Electricity Distributors Association and a Canada’s Safest Employers Silver Award recipient, recognizing the organization as an exceptional leader in the industry.

At Oakville Hydro, we believe that our continued success as an industry leader is due to our innovative, customer focused, team-oriented employees who continually strive to exceed customer expectations and take pride in all areas of our businesses.

Successful Oakville Hydro employees:

• Are customer-centric – they understand and embrace the role of delivering exemplary service
• Lead – they lead by example through their actions and attitudes
• Innovate – they look for opportunities to improve, do things differently, and add value for our customers and business
• Commit to Excellence – in all that they do

We promote a culture that is diverse, inclusive, innovative, and performance driven in an environment that is fun and exciting. Individuals who choose to be a part of our organization are offered:

• Potential to lead innovative projects and initiatives
• Career path exploration and development opportunities
• Opportunities to get involved with teams and charitable events that support the community
• Comprehensive total reward package 

About the Role

We are looking for a dynamic individual with exceptional customer service skills. Working in a fast-paced, and customer-centric environment, the Collections Clerk is accountable for consolidating, summarizing, and interpreting records and information for the purpose of collecting outstanding accounts. In addition, the incumbent is accountable for answering customer inquiries, and receiving and collecting data for the purpose of timely readings for final billing of existing customers.

Duties include:

• Answer customer inquiries and complaints in person, by phone, and in writing
• Receive, interpret, and summarize customers’ requests (including lawyers) to finalize existing billings
• Review and process applications for service
• Process all applicable data onto Harris (billing software) including deposits on account, payment arrangements, payments, and processing credit check request
• Initiate the process of adjustments to customer accounts
• Check and record information on certificates of arrears, mail, or fax
• Review and recommend accounts to be disconnected for nonpayment. Notify all appropriate parties of services that are scheduled for disconnection
• Negotiate payment terms with customers that have been disconnected for nonpayment and authorize reconnection of service
• Liaison with Olameter and Power Assist regarding disconnection and reconnection of service
• Liaison with Collect Cents to oversee collections process
• Liaison with FCT regarding final bill and collection agency accounts
• Liaison with Halton Region regarding water/sewer arrears
• Follow up on appropriate action on any information pertaining to accounts, i.e., vacant properties, change of occupant, broken payment terms, damaged services, occupant moving or any other information pertinent to other departments
• Handle customer escalated calls (customers who are upset or irate and want to speak to someone who has more authority, e.g., high bill complaints, disconnections)
• Follow up on customer service matters that require a call
• Carry out reception duties
• Filing and scanning
• Other duties assigned by manager 

Required Skills, Qualifications and Experience:

• Grade 12 high school or equivalent
• Minimum of 2 years’ experience in a fast-paced customer service environment
• Previous experience with collections, cash, and Harris billing systems
• Intermediate working knowledge of personal computers including, Windows based software such as Outlook, Microsoft Teams, Excel, Access, Power Point, etc.
• Data processing experience
• Excellent written and verbal communication skills
• Strong accounting skills
• Strong decision making and problem-solving skills, including exercising good judgment when collecting or arranging for payment of overdue and delinquent accounts
• Proven ability to interpret and apply government legislation as it applies to the position
• Solid understanding of collection procedures, policies, and reading billing and collection schedules
• Excellent time management and organizational skills
• Strong interpersonal skills and the ability to use tact and discretion when interacting with internal and external customers
• Ability to work both independently and as part of a team
• Displays a keen attention to detail and can prioritize accordingly in a demanding and fast-paced environment
• Embraces a culture of innovation and continuous improvement
• Is a fast learner who can adapt to an ever-changing environment
• Is agile, responsive, and displays a sense of urgency 

Other Success Factors:

• Brand ambassador - enable, engage, encourage, and exemplify the behaviours and attitudes of the brand
• Is customer centric and displays an attitude of commitment and excellence with service delivery
• Innovate – engage colleagues and find new ways to work and win
• Stay a step ahead – make a priority to be in-tune with changes in technology and industry news
• Have a futuristic and proactive mindset with the ability to win outside of the box, foresee problems and act as required
• Be a creative thinker with strong planning, organization, and execution skills
• Demonstrate flexibility and project a positive/professional demeanor  

Please send your resume with the position title in the subject line, to HR@oakvillehydro.com  

Oakville Hydro is an Equal Opportunity Employer.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Oakville Hydro will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.