Collections Representative – Utility Receivables

Collections Representative – Utility Receivables

Public Works – Operations Support

Status: 1 Long Term Contract, Full-Time, Duration 13 months

Salary Range: $61,368 to $76,710 per annum plus benefits

Hiring Range: $61,368 to $69,039 per annum plus benefits

Work Mode: Hybrid* See below for more details.

Location: 2 Copper Road, Brampton

Hours of Work: 35 hours per week, Monday to Friday – 8:30 am to 4:30 pm

Overview:
Reporting to the Supervisor, Utility Receivables, the Representative – Utility Receivables is responsible to address and resolve collections issues for water and wastewater customer accounts that are in arrears.

What you will do in this role:

• Engage with utility customers using the Five9 softphone system to effectively address and resolve customer inquiries.
• Investigate and review account issues, providing timely responses to customer inquiries and resolving problems related to overdue water and wastewater accounts through various communication channels such as telephone, email.
• Generate, review, validate pre-tax letters for mailing to customers with accounts in arrears.
• Review and process account adjustments on the billing system (CCBCS) to facilitate the collections process.
• Prepare Certificate of Arrears as requested by lawyers’ offices to validate the account status.
• Evaluate and respond to customer requests for payment arrangements by assessing and determining account eligibility.
• Identify, research, and resolve account discrepancies in collaboration with the team lead and/or the supervisor for solutions.
• Collaborate with internal stakeholders to process account adjustments, including refunds, payment transfers and other related tasks.
• Ensure timely follow-up on customer inquiries regarding delinquent account issues while adhering to Regional policies, by-laws and procedures
• Demonstrate excellence in customer service, while managing difficult customer interactions.
• Perform any other duties as assigned.

What the role requires:

• Post-secondary education, complemented with minimum 2 years relevant work experience.
• Exhibit exceptional customer service skills with a strong focus on enhancing the customer experience.
• Demonstrated ability to handle complex customer situations with professionalism and tact.
• Excellent verbal and written communication skills, enabling effective interactions with both internal and external customers and other departments within the Region of Peel.
• Effective time management and the ability to work independently and within specified deadlines.
• Ability to prioritizes and to multi-task effectively while maintaining high quality work.
• Strong analytical and mathematical skills to support effective decision making and problem-solving.
• Adaptable to working with the latest office technologies.
• Proficiency in Microsoft Office programs, including Outlook, Excel, Word.
• Experience with Customer Care and Billing (CCBCS) would be considered an asset.
• A satisfactory Level 1 Criminal Record Check obtained directly from a police station (third-party background checks will not be accepted)

Nice to have:

• Accounting and account analysis experience in a billing environment would be considered an asset
• Five9 softphone system experience would be considered an asset

Perks @ Peel and why you will love working for us:    

• Comprehensive Health, Dental, Vision benefit plan including psychological health, effective start date
• Automatic enrolment into OMERS pension plan 
• Accrue Vacation on a monthly basis starting at 3 weeks per annum 
• 3 Paid personal days and floating holidays 
• Flexible hours supporting your wellness and wellbeing
• Annual performance review and merit increases based on performance 
• Supportive leadership and a culture of respect and inclusion 
• Access to tuition reimbursement and learning and development resources 

Be bold. Think big. Join us.

Work Mode & Job Location: 

In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.

It's important to note that your off-site work location must be within the province of Ontario. This ensures that we're compliant with all regulations and policies.  
 

Interview: Our recruitment process may be completed with video conference technology.  

Join us—be bold, think big, and help shape a better tomorrow. 

The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved. 

Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there. 

Peel Region remains committed to uninterrupted service delivery during the transition outlined in the Peel Transition Implementation Act, 2024, introduced by the Ontario government on December 12, 2024. If passed, this legislation would transfer responsibility for regional roads and stormwater infrastructure to Brampton, Caledon, and Mississauga by July 1, 2026, or as determined by the Minister. Waste Collection in Mississauga, Brampton and Caledon would also transfer to the cities of Mississauga, Brampton and the Town of Caledon on October 1, 2027. Peel Region will continue to manage Community Recycling Centres (CRC) along with transfer, processing, and disposal services. Peel Region continues to offer meaningful opportunities for skilled professionals to make a lasting impact during this period of change and beyond. For more details, visit peelregion.ca/transition

 If this opportunity matches your qualifications and experience, please apply on-line. 

Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon.  Peel Region delivers essential services to more than 1.5 million residents and approximately 200,000 businesses.

We’re working to create a community that is safe, inclusive, and accessible.  A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.

Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support. 

Recognized by Canada's Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking. At Peel Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won't find a better opportunity than Peel Region.

Peel Region is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.

Peel Region is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation, please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact zzg-hrtalentacquisition@peelregion.ca 

Please be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e., testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.