Supervisor - Residential Collections, Bilingual

The United Illuminating Company, headquartered in New Haven, Connecticut is an investor-owned regional electric utility that provides service to more than 320,000 customers in the greater New Haven and Bridgeport area. We are seeking an exceptional individual to join our team in our New Haven headquarters.

This position supervises inbound/outbound collection activities and review of customer accounts. Effectively plans, coordinates, develops, follows-up, and controls activities pertaining to the collection of delinquent accounts. Provides guidance to staff to ensure that customer needs are met and calls are handled in an accurate, prompt, and efficient manner in accordance with DPUC and internal policies and procedures. Initiates and fosters team environment to allow for continuous process improvement due to changing business environment. Develops and improves work methods and procedures. Leads change toward the Company targets and vision with appropriate management systems and measurements throughout the process. Proactively manages residential accounts from initial delinquency through actual termination with appropriate follow-up in order to minimize losses. Ensure that final accounts are reviewed and collection efforts are exhausted. Handle escalated customer calls when needed to reach a fair payment arrangement. Utilize system reports to ensure proper staffing levels in order to provide the best level of customer service. Supports and initiates training efforts to help strengthen employee’s skills and knowledge to advance their career goals. Continuously pursue technological advances relating to the work group, to broaden the opportunities to the organization to become cost effective and to better serve the customer and the department. Review the Collections in-box to ensure tasks are completed in a timely manner. Maintain communication with Standard Field Supervisors to maximize field collection activities and to be responsive to field personnel issues relating to those efforts. Gain and maintain knowledge of union contract obligations and company labor policies and procedures to ensure compliance with the union contract as appropriate.

This position requires a Bachelor’s Degree and 7 years of collections experience or an Associate’s Degree in Business Administration and 11 years of collections experience. Knowledge of general accounting practices and DPUC regulations is desirable. Previous supervisory / lead experience is required and call center management experience is preferred. Must have a good credit history with UI. Candidate must be fluent in Spanish and English

To apply go to www.uinet.com

EOE/AA-M/F/D/V