UTILITY BILLING COLLECTIONS OFFICER

Position Scope

Our Vision: We aspire to be the community of limitless possibilities.

Our Mission is to provide exceptional services for a safe, thriving community, while honoring our history and innovating for the future.

Embrace the New - Do Right - Lend a Hand - Find a Way - Enjoy our Work - Celebrate Uniqueness

Our Benefits
The City of Buckeye provides an extensive benefits package designed to support the well-being of our employees. This includes health, dental, vision, life, pet insurance, as well as wellness incentives. Coverage begins the first day of the month following the start of your employment.

Vacation & Sick Leave

At the City of Buckeye, we understand the vital role that vacation time plays in supporting the mental, physical, and emotional well-being of our employees. Vacation and sick leave accruals begin on the first day of employment and may be used upon accrual. Additionally, employees receive credit towards vacation leave accruals for years of service with other public sector retirement systems nationwide (not including Federal service).

Holidays

The City of Buckeye observes eleven holidays per year: New Years Day, Martin Luther King Day, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veteran's Day, Thanksgiving and the day after Thanksgiving, and Christmas Day.

Retirement
This position participates in the Arizona State Retirement System (ASRS). Contribution is mandatory, and the current contribution rate is 12%, per fiscal year.

Primary Duties and Responsibilities

GENERAL PURPOSE: Under general supervision, this position performs duties related to revenue recovery of delinquent accounts for the Utility Billing Division of the Finance Department.This positionwill be responsible for researching and analyzing accounts to ensure that underpayments are identified and recovered by determining the appropriate action needed to recover any underpayments on delinquent accounts both active and inactive and completing the full cycle action of recovery. This position will also develop a strong working relationship with the customer and the City’s third-party Collection’s vendor.

Primary Duties & Responsibilities
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Monitors accounts to determine delinquencies and selects accounts to be worked on based on length and amount of delinquency.
• Creates all delinquent customer notifications, including letters, automated calls and any outbound reach out.
• Maintains a thorough understanding of applicable state and federal insurance regulations as well as payor specific requirements, taking actions on underpayments accordingly.
• Coordinates collection activity to outside collection agency.
• Prepares all statistical reports on collection activity and effectiveness and provides updates to management.
• Reviews accounts and implements lien activity.
• Manages all bankruptcy activity, including proof of claim filings.
• Manages all payment arrangement activities and tracking.
• Submits field service orders for utility disconnection of services due to delinquency.
• Performs all write-off accounts processes from beginning to end.
• Streamlines all collection processes and recommends improvements to account delinquency guidelines.
• Demonstrates initiative and resourcefulness by making recommendations and communicating trends and issues to management.
• Operates as a strong problem solver and critical thinker to resolve underpayments, independently solving problems.
• Works with supervisor in preparing Standard Operation Procedures for job role.
• Uses word processing, spreadsheets, database to prepare correspondence, reports, schedule, and other documents related to revenue recovery and customer communications.
• Provides continuous effort to improve operations, decrease turnaround times, streamline processes, and works cooperatively and jointly to provide quality, seamless customer service.
• Performs other duties as assigned or required.

Minimum Qualifications & Position Requirements

Education and Experience:
Associates degree in related field and three (3) years of experience in revenue recovery; OR equivalent combination of education and experience. Must demonstrate excellent customer service and de-escalation skills. Experience in conducting billing and payment research in a government agency preferred.

Necessary Knowledge, Skills and Abilities:
Knowledge of:

• City policies and procedures
• Billing procedures and collection techniques
• Familiarity with laws related to debt collection (e.g. FDCPA)
• Working knowledge of Microsoft Office and databases

Skill in:

• Operating a personal computer utilizing a variety of business software, such as Microsoft Office, Word, Excel, Teams, and Adobe Acrobat
• Active listening, negotiation and problem solving
• Preparing accurate reports, documents, and correspondence
• Effective written and verbal communication

Ability to:

• Complete work and projects in a thorough and timely manner
• Establish and maintain positive, effective working relationships with those contacted in the performance of work.

12-Month Goals:

• Independently manage collections of delinquent active and closed accounts.
• Timely assignment of closed accounts to the contracted third-party agency.
• Oversight of weekly water delinquency process to include submitting delinquent disconnect orders.
• Work with larger companies and commercial accounts to manage their delinquent accounts.
• Prepare and maintain accurate reports.
• Manage bankruptcy filings and cases.

Additional Information

Special Requirements: Valid Arizona Driver’s License

Physical Demands / Work Environment: Work is typically performed in an office setting. Incumbent may be eligible for hybrid work environment as a privilege according to the City’s Telecommuting Policy.

Reports To: Utility Billing Supervisor
Supervision Exercised: None
FLSA Status: Non-exempt

EQUAL EMPLOYMENT OPPORTUNITY: It is the policy of the city to provide employment opportunities to all persons based solely on ability, regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity or disability.

Employee Benefits & Wellness

The City offers a comprehensive benefits package to full-time classified and management employees. Part-time classified employees may be eligible for select benefits where defined.

For complete Benefit Plan & Wellness Information, please visit the City website at:
Benefits & Wellness

City benefit plans are subject to change at any time.

Closing Date/Time: 7/22/2025 11:59 PM Mountain

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• City of Buckeye, AZ

• 623-349-6000

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