Title: Asset Recovery Agent
Duration: 12 months Contract
Location: Orlando, FL – Hybrid work schedule - 2 days remote Mondays & Fridays & 3 days in office (T-Th) or additional days based on business need.       
 
Position Description

• Performs various collections tasks, identifies process improvement opportunities, and tracks and reports on completed activities and KPI’s to ensure OUC’s financial risk is minimized.
• Evaluate customer accounts to ensure adequate security deposits and manage deposit adequacy and bill-up through various methods
• Monitor collection and severance processes based on financial and credit analysis of both residential and commercial accounts
• Act as liaison with outside collection agencies for account data, invoice reconciliation and other customer needs
• Contact customers by mail, email, or telephone, regarding delinquent accounts that require special handling
• Audit payment plans and payment arrangements based on established guidelines and maintain monthly reporting
• Coordinate the write-off process from initiation to completion
• Make recommendations for process improvements within Credit and Collections
• Understand, interpret and explain company policies and procedures relating to collection, severance and write off processes and the action related to each
• Process Bankruptcy requests for OUC service accounts, this includes communication with internal and external attorneys, handle deposits, and account set up; this may also require appearance in bankruptcy court
• Participate in various projects, committees, and testing of new initiatives/programs or other special assignments
• Perform other duties as assigned.

• Working knowledge of all, but not limited to, the following:
• Bill evaluation
• Payment plan and payment arrangement set up
• Process and procedures handbooks, training materials, and service request forms
• Software Application (i.e., CC&B, , OneView, MDM, Lexis Nexis, Experian, Pacer, Cognos, Power Bi)
• Familiarity with all, but not limited to the following:
• Equipment (i.e., Hi Path Phone System)
• Related industry, organizational and departmental policies, practices and procedures; legal guidelines, ordinances and laws
• Strong written, verbal, and interpersonal communication skills
• Excellent analytical skills to work with delinquent accounts and analyze account financial data, identify problems/opportunities, interpret policies, and propose solutions
• Good negotiation skills to address payment plans and repayment
• Make arithmetic computations using whole numbers, fractions and decimals and percentages
• Proficient in Microsoft Office Suite (Outlook, Word,                

• Customer Experience & Sales
• Action Oriented
• Attention to Detail
• Being Resilient
• Customer Focus
• Nimble Learning
• Resourcefulness Utility experience                

• High School Diploma or GED
• Minimum of three (3) years of: o collections/asset recovery o and/or call center experience
• Experience in a utility call center, preferred.