Under general supervisor, this intermediate level Collections & Credit Representative is responsible for processes relating to customer credit and collections functions. Performs analyses using defined guidelines, processes. and procedures to assist in a variety of routine credit and collections activities, including but not limited to monitors and provides customer contact on exception situations for high dollar delinquency, deposits warning/requests, customer payment arrangements, energy assistance programs, agency pledges, medical authorizations, and disconnections of service due to nonpayment. Provides analysis and determination of unauthorized use of service (fraud/theft), bills for such service and works with customer to ensure payment is made. Provides phone support for Energy Diversion Hotline on a daily basis. Processes customer bankruptcies, including closing down existing pre-petition account and establishing the new post-bankruptcy petition account. Works with legal counsel on bankruptcy court cases and determines bankruptcy exposure and security for post-bankruptcy accounts. Works with internal and external partners to provide administration and daily activities related to customer energy assistance programs. Serves as a liaison for all intake agencies regarding inquiries about or issues with the Agency Web Access (AWA) portal. Supports the administration of all AWA access requests for new agencies and proposes new ideas to increase agency use of the AWA portal. Prepares and maintains agency authorization and confidentiality agreement correspondence/records. Collaborates with other Dominion Energy groups within and outside Customer Service. Prepares and distributes quarterly agency newsletters. Provides analysis and reporting on customer medical authorizations, lease/ID verifications, agency authorizations/confidentiality agreements, agency inquiries and web access, energy assistance contacts and pledges, and customer disputes, to provide metrics toward meeting objectives set by management. Prepares weekly and monthly progress reports on back-office operations including team correspondence, outreach events, outreach supplies and training materials.
Provides storm support by fulfilling assigned storm role.
Required Knowledge, Skills, Abilities & Experience
3-4 years directly related experience.
Demonstrated experience and proven ability to manage and execute various aspects of energy assistance programs PREFERRED, including:
- Efficiently administering authorized agencies correspondence to determine customer eligibility and account management adjustments. This includes managing incoming revenue files from the state and updating customer account records accurately.
- Expertise in processing enrollments and adjustments while ensuring strict compliance with PIPP guidelines and company policies.
- Proficiency in managing certifications for Serious Medical Conditions. This involves certifying all necessary documentation is processed accurately and in compliance with state regulations, confirming eligible participants receive uninterrupted energy services.
- Basic knowledge and understanding of company policies and procedures, including credit policy, energy assistance programs (including state assistance programs and system functions), EnergyShare, external program payment plans, conservation programs, etc.
- Ability to prioritize work and exercise limited amount of discretion in performance of duties and responsibilities.
- Basic analytical and problem-solving skills.
- Strong proficiency with Microsoft Excel, Word, PowerPoint, Publisher, process-mapping and database applications.
- Basic oral (in person and by phone) and written communication skills.
- Ability to multitask and handle a wide variety of duties and responsibilities.
- Ability to establish and maintain strong working rapport with collaborative partners.
- Basic understanding of billing system and processes for various rate schedules.
- Working knowledge of customer account systems.
- Ability to learn quickly, apply knowledge and judgment, problem-solve, take action and follow through.
Education Requirements
Required Degree (equivalency not accepted in lieu of required degree):
High School Graduate or GED
Dominion Energy
120 Tredegar St
Richmond
Virginia United States
www.DominionEnergy.com
