-
Job Description
Grade 16 - Starting hourly rate: $21.90. Rate of pay depends on qualifications.
Job Description
JOB SUMMARY
The Collections Specialist plays a critical role in ensuring the financial health of the San Antonio Water System by managing and recovering outstanding customer balances. This position is responsible for contacting customers regarding overdue accounts, negotiating payment arrangements, and maintaining accurate records of collection activities. This position works closely with customer service, billing, and finance teams to resolve account discrepancies and promotes timely payments, all while maintaining a high level of professionalism.
ESSENTIAL FUNCTIONS- Monitors and manages delinquent accounts to ensure timely collection of payments.
- Contacts customers via phone, email, mail, and site visits to discuss outstanding balances and payment options.
- Establishes and documents payment plans in accordance with company policies and regulatory guidelines.
- Collaborates with internal departments to resolve billing disputes and ensure accurate account information.
- Maintains detailed records of collection efforts and customer interactions.
- Recommends accounts for further action, such as service disconnection or third-party collections, when necessary.
- Provides exceptional customer service while handling sensitive financial matters.
- Applies established policies and procedures to manage delinquent accounts.
- Escalates issues requiring supervisory or management approval per established authority limits.
- Performs other duties as assigned.
DECISION MAKING- Receives general supervision.
MINIMUM REQUIREMENTS- High school diploma or GED.
- Three years of experience in customer service, billing, or account management, preferably in a utility or related industry.
- Ability to work regularly scheduled shifts within SAWS’s hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.
PREFERRED REQUIREMENTS- Bilingual in English and Spanish.
JOB DIMENSIONS- Working knowledge of water metering and SAWS field practices.
- Skill in Microsoft Office and customer account management systems.
- Strong analytical skills with the ability to interpret data and resolve discrepancies.
- Advanced skill in account research and system navigation.
- Ability to clearly communicate and resolve concerns both verbally and in writing.
- Ability to apply logic and mathematics to correct consumption or rate-based errors.
- Ability to work under pressure with time constraints.
- Ability to exercise judgment in prioritizing workload to meet deadlines and service level expectations.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting or standing for extended periods of time at various workstations to perform job scope. Requires visual acuity, speech, and hearing. Working conditions are primarily in an office environment. May be required to adhere to strict lunch or break schedule.
May be required to work hours other than regular schedule including shift work, weekends and holidays.
#LI-DNI
San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:- Competitive, market-based salaries
- Performance-based incentives
- Medical benefits
- Dental benefits
- Life insurance
- Prescription drug program
- Vision care plan
- Two retirement plans
- Deferred compensation plans (457 plan)
- Disability income
- Paid leave (vacation, sick, personal)
- Education assistance program
- Employee assistance program
- Flexible, tax-deferred health and dependent care spending accounts
- Wellness programs
- On-Site Fitness Facilities
- Community service opportunities
Closing Date/Time: 2/22/2026 11:59 PM Central -
ABOUT THE COMPANY
-
-
San Antonio Water System
Show moreThe San Antonio Water System (SAWS) is a public utility owned by the City of San Antonio. SAWS serves 2 million people in Bexar County as well as parts of Medina and Atascosa counties. The population includes more than 511,300 water customers and 457,600 wastewater customers. SAWS actively seeks out public participation in its operations and planning, while SAWS volunteers strive to help their neighbors in need.
As an industry leader in conservation and water and wastewater management, SAWS provides sustainable, affordable water services. To deliver responsible water services, our investment in our employees – one of our greatest assets – ranks as a top priority.
San Antonio Water System's Board of Trustees has adopted mission, vision and values statements that serve as a foundation to move the utility forward through 2050 and reinforce San Antonio's much-deserved reputation as Waterful.
Our Mission: Sustainable, Affordable Water Services / Our Vision: To be leaders in delivering responsible water services for life. / Our Values: Excellence, Integrity, Respect and Safety.
SAWS is a values-based organization that believes in diversity in all aspects of our business. At SAWS, we attract and retain the finest individuals whose diverse talents drive innovation. We recognize that differences in race, ethnicity, religion, gender, gender identity, sexual orientation, nationality, physical ability or any characteristic protected by law, enrich and empower our work environment. We respectfully infuse diversity in our daily work lives with the knowledge that people from a variety of backgrounds and life experiences make connections that make SAWS a success.
SAWS is committed to providing our employees with a healthy, safe, and rewarding work environment where all employees have an equal opportunity for professional and personal growth. SAWS employees go beyond what is expected – developing remarkable, award-winning programs in conservation, water resources, watershed protection and wastewater treatment.
Why Choose a Career at SAWS?
For Your Work-Life Balance: SAWS is proud to invest in its employees by offering a variety of paid time off to help meet the work-life balance goals of you and your family.
For Your Professional Growth: Professional growth is key to both our employees’ success as well as SAWS’. That’s why SAWS offers a number of professional development opportunities that achieve both personal and company goals.
For Your Future: Achieving your personal financial goals is an important part of your life. SAWS makes it easy for employees to save for retirement by providing several retirement plan options.
For Your Health: SAWS offers a range of health, dental and vision benefits, and Wellness Programs to help meet each employee’s needs.
For your Protection: SAWS offers life insurance and disability coverage to meet the need for protection against life’s unexpected events.
-