Collection Agent (Temporary 12 Months)

At Hydro Ottawa, we empower the lives of the people in the communities we serve.

As the electricity distributor to the Nation's Capital, our work powers all the essential activities that make up our lives - at home, at work and at play. And as Ontario's largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.

We are looking for trailblazers and innovators to join us as we build an energy future that will keep our City and our planet green for generations to come.

Are you ready to make a difference in our community?

JOB SUMMARY

A Collection Agent is responsible for the effective collection of overdue customer accounts and deposits which includes following up with customers who are in arrears, performing remote disconnects and reconnects, establishing payment arrangements, responding to customer inquiries, preparing work for field collectors, tracking and recommending referrals to a collection agency, process claims for Bankruptcies, customer refunds, and general account administration.

MAJOR RESPONSIBILITIES

The essential responsibilities of the job include but are not necessarily restricted to the following:

• Respond to customer inquiries and escalations (correspondence, telephone and in person) relating to their collection, disconnection, reconnection and deposit processes and procedures

• Provide initial support to Customer Contact Agents with collection calls, deposit inquiries

• Investigate payment/balance irregularities payment plans and payment arrangements.

• Investigate and resolve arrears pertaining to accounts that have been disconnected greater than 6 months.

• Maintain contact with outside agencies including charitable organizations, collection agencies, Trustees in Bankruptcies, service desk and satellite offices

• Process account adjustments received through To Do's, both automated and manually generated (Refunds, late payment charges, reconnection charges, transfers of researched balances, etc.)

• Process customer refunds and cheque reconciliation including final bill calculations regarding the Ontario Energy Support Program

• Maintain accurate records of account activity on the customer information system.

• Perform remote reconnects and disconnects

• Update meter change field activities in the customer information system

• Review after hours reconnections, update the customer information system, process payments and verify/troubleshoot evening reconnections

• Call customers to deliver 48 hour warning for disconnection

• Place outbound calls to customers in arrears for the purpose of arranging/confirming payment (commercial & residential accounts).

• Maintain statistics of field activity including disconnects and reconnects

• Verify the correct application of reconnection charges to customer accounts for after-hour reconnects

• Audit collection efforts/records prior to dispatching disconnection and reconnection of service, in accordance with corporate collection procedures and schedule jobs for field work

• On a rotating basis, assign work to agents to audit (scrub) accounts as per field activity report prior to collection action

• Assist customers in resolving high bill inquiries

• Answer questions/calls from collectors on disconnects, payment arrangements, verification of receipt of payments and arrangements from (by) customers

• Post & reverse penalties to customer accounts

• Determine the amount and type of the security deposits required on accounts

• Perform credit checks for customer deposits using Credit Bureau program

• Administer the receipt and processing of security deposits.

• Review and initiate customer deposit refund requests, in accordance with departmental policies.

• Follow-up on outstanding final accounts and employ appropriate tracing/investigation techniques, up to and including collection agency referrals, using all possible means (i.e. internet, other utility files, etc.)

• Process and action bankruptcies and court protection documentation

• Distribute Collection Agency and Trustees payments and balance ledgers

• Validate accounts that are being referred to third party Collection Agencies and update accounts as required

• Investigate claims in support of legal proceedings

• Contact landlords/owners to resolve access issues and process letters to Landlord for Access issues and to Tenants regarding disconnection of service.

• Provide support to other areas within Customer Service as required

• Performs other related duties as required

EDUCATION AND EXPERIENCE

• Secondary school diploma with a minimum of three years experience in customer service or credit or collections

• Experience using an automated customer information system (CIS)

• Successful completion of a recognized course of study in customer service, credit or collections or business considered an asset.

ADDITIONAL REQUIREMENTS

• English essential, both oral and written

• Bilingual (English/French) considered an asset. Some positions may be designated bilingual

The terms and conditions of employment for this position are governed by the collective agreement between Hydro Ottawa Limited and IBEW Local 636.

Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, the details of which the hybrid model will be discussed with successful candidates.

Hydro Ottawa may use artificial intelligence ("AI") during the recruitment process to aid in the screening and selection of candidates.

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Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.

Applicants must be legally entitled to work in Canada.