Credit & Collections Manager Government Job Dept-Seattle City Light Full Time

Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle’s electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship. 
 
Seattle City Light is looking for the right candidate to lead its Credit and Collection group. The Credit and Collections group is made up of two teams. One team is responsible for executing a variety of tasks and transactions associated with managing active and inactive account debt, which includes conducting remote disconnections and reconnections. The second team is responsible for providing financial bill assistance to income eligible customers. The team utilizes two programs that provide payment assistance to customers with delinquent balances and the other program provides income eligible customers with a discount on their electric rates.

• Direct supervision of 2 Credit and Collections Supervisors, and 21 staffs that consist of Customer Service Representatives, Customer Service Representative Seniors, Program Intake Representatives, Claims Adjuster, and Office Maintenance Aides.
• Provide leadership and direction to supervisors and staff regarding Credit and Collections activities which include but are not limited to: Remote Disconnections/Reconnections; Short and long-term Payment Plans; Bankruptcy/Probate; Life Support; Inactive Accounts; Special Claims; Emergency Bill and Payment Assistance Programs.
• Ensure supervisors for both teams in the group are managing workload and staying on top of productivity to reduce the need for overtime. 
• Handle escalated customer issues from supervisors related to delinquent accounts.
• Provide recommendations for development or improvements of credit and collection related programs and processes. If recommendations are approved, implement changes and ensure staff and stakeholders receive communication and appropriate training.
• Provide support to supervisors as they plan, delegate, and directs the work of staff engaged in office collection activities in addition to monitoring performance.  
• Research delinquencies and prepares appropriate verbal or written response to customer appeals.  
• Perform managerial duties, including directing, motivating, training, and approve or deny requests for vacations and leaves of absences.

Education/Experience: A Bachelor’s degree in Business, Public Administration, or related field and three years of increasingly responsible experience managing programs or services in a public-sector agency (or) an equivalent combination of education, training, and/or experience which provides an equivalent background required to perform the work of the class.

Desired Qualifications – You will be successful if you have the following experience, skills, and abilities:  
 

• Multiple years of experience supervising or managing Customer Service and/or Credit and Collections teams.
• Strong skills in decision making, organization, and time management.
• Strong oral and written communication skills and an ability to connect with a diverse group of union represented employees.
• Experience in having difficult discussions with customers related to delinquent accounts and employees related to performance.
• Experience in supervising, leading, and/or performing Credit and Collections related activities in the private or public sector.
• Experience with CC&B Billing system.
• Experience is resolving billing, payment, and account related disputes.
• Good interpersonal skills including the ability to show empathy.
• Positive Attitude and receptive to coaching and growth.

Application Process
Please submit the following with your online application: 

• A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement 
• A current resume of your educational and professional work experience.

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents.
More information about employee benefits is available on the City’s website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans