Collections Credit Representative II

Date: Aug 22, 2024

Location: RICHMOND, VA, US, 23219

Company: Dominion Energy

Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today.

We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.

Military service members and veterans with ranks from E5-E9, W1-CW5, or O3-O6, plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.

At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.

This position does not offer relocation assistance.

Job Summary

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

Licenses, Certifications, or Quals Description

Working Conditions

Office Work Environment Up to 25%

Travel Up to 25%

Other Working Conditions

Test Description

No Testing Required

Export Control

Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

Other Information

We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more. To learn more about our benefits, click here

Dominion Energy is an equal opportunity employer and is committed to a diverse workforce. Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status.

You can experience the excitement of our company – it's the difference between taking a job and starting a career.

Nearest Major Market: Richmond

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