Senior Collection Officer

Position Summary

The City of Regina is seeking a dedicated and experienced Senior Collection Officer to join our Assessment & Property Revenue Services team. Reporting to the Coordinator, Tax & Utility Collections, this role is responsible for overseeing the collection of delinquent Water & Waste accounts. The Senior Collection Officer ensures processes are followed to secure payments, delivers guidance and training to collection staff, and provides support in complex and escalated customer interactions. This role contributes directly to the City's financial sustainability and excellent customer service.

Key Duties & Responsibilities

• Prioritizes and assigns daily tasks to the Collection Officers.
• Acts as the first point of contact for escalated issues, service requests and supportsthe Coordinator in handling and resolving difficult and unique customer challenges.Maintains responsibility and oversees all scheduled water disconnections.
• Act as the Coordinator, Tax & Utility Collections, as required.
• Responds to customer inquiries, monitors and negotiates payment plans and performs the duties of Collection Officers.
• Provides training, guidance, testing and support to Collection Officers and Water Attendants.
• Reviews work of Collection Officers to ensure tasks are completed, quality and productivity standards are achieved and maintained, and customer service goals and performance measures are met.
• Identifies delinquent accounts, makes recommendations and initiates escalated collection actions.
• Prepares, maintains, and administers processes and procedure documents, correspondence, and legal documentation related to utility collection activities.
• Communicates and acts as a liaison with internal departments and external agencies including the Ministry of Social Services, Insolvency and external collection agencies to resolve delinquent water & waste accounts.
• Prepares statistics reports and identifies opportunities for improving collection practices and procedures and assists in the documentation and implementation of these procedures.
• Implements and administers utility collection policies and procedures and ensures compliance with legislation, regulations, and bylaws.
  Perform other related duties as required.

Key Qualifications

• Completion of a Grade Twelve (12) Diploma with courses in introductory accounting coupled with three (3) to five (5) years direct experience in utility collections and in statute, and bylaw and Privacy Legislation interpretation and enforcement relating to delinquent utility accounts.
• Enrollment or willing to enroll in the Professional Collector Certificate Program from the Credit Institute of Canada.
• Must be able to qualify to become a Commissioner of Oaths.
• Knowledge of service payments and collection policies, procedures, and practices
• Knowledge of customer/client services office and financial and administration processes
• Knowledge of specific branch as well as the broader divisions/departments/branches
• Knowledge of relevant collective agreements, bylaws, policies and procedures, and legislation, including health and safety standards
• Knowledge of job-related office productivity software, internet browsers and search engines, enterprise software, discipline-specific software, and technology devices
• Knowledge of supervisory practices

Working/Other Conditions

Physical Effort

• Regular use of computers, tablets, scanners, and standard office equipment.

• Primarily seated work with occasional standing and movement of files or supplies.

Concentration & Sensory Effort

• High visual and auditory concentration required during data entry and customer service interactions.

• Frequent workflow interruptions and a need for situational awareness during field-related activities.

Work Environment

• Office-based role with exposure to emotionally intense situations from distressed or upset customers.

• Must be comfortable dealing with conflict and maintaining composure in stressful situations.