Manager will discuss at time of interview, this position being made available to some hybrid/remote flexibility.
The ideal candidate is a highly organized, self-motivated, professional with experience handling customer accounts in an Arrears Management Program (AMP) or as Utility Customer Service. They must demonstrate strong communication skills, resilience, flexibility, and the ability to balance compliance regulations with empathy to assist our customers into an AMP payment plan agreement.
Our Company
More than a utility company, Unitil provides energy for life.
Our work helps keep homes comfortable, businesses thriving and communities connected. Unitil is an investor-owned public utility proudly serving Maine, Massachusetts and New Hampshire. We are dedicated to delivering energy to our customers safely and reliably.
Unitil is committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. The continued success of Unitil is enhanced through initiatives that promote diversity and value our employees.
Take advantage of a comprehensive benefits package.
Unitil offers competitive salaries, a consumer-driven health plan, dental and vision coverage, flexible work, company-paid holidays, a, robust, highly competitive retirement plan and educational assistance.
*Note: Benefit offerings may differ between union and non-union employee groups
Position Purpose
Responsible for the effective and timely execution of many credit and collections processes and procedures. Effectively communicate with customers, other departments, regulators and agencies regarding credit related issues, while ensuring that the form of communication reflects the highest standard for conduct and professionalism. Provide assistance to customer service and support personnel in the resolution of credit related inquires and ensure that all work activities adhere to Company and Regulatory policies and procedures. |
Principal Accountabilities
Time % | End Results |
55% | Ensure a minimal amount of bad debt through the effective analysis and completion of assigned credit and collection activities in accordance with Company policy and regulations. Activities include items such as: - Review all delinquency reports and monitor all shut-off and reconnection activity, including the timely processing of all information as it relates to the daily collection process.
- Review daily payment plan reports and process for delinquency, including managing specialty plans such as the Arrearage Management Program (AMP)
- Review customer deposit reports and process for refund.
- Review and process final billed accounts to be managed and transferred to a collection agency.
- Review agency information and system codes to ensure accuracy and timely processing of assistance payments
- Monitor credit and collection system codes and reports to ensure that information is accurate and system programs are operating correctly.
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20% | - Complete processing of daily outbound credit calls and effectively and professionally communicate with high balance customers, such as landlords and other customers in priority shut off situations.
- Provide these customers with the opportunity to submit appropriate documentation and make payment arrangements that are achievable by the customer and in the best interest of the Company, to avoid a disconnection of their service.
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15% | - Ensure that the company complies with all applicable regulations by maintaining a thorough knowledge and understanding of client company tariffs, regulatory requirements, and bankruptcy laws as they apply to the credit and collection function.
- Assist in the review of all legal documents such as Surety Bonds, Irrevocable Letters of Credit, medical emergency letters and bankruptcy notifications and initiate collection of these instruments as needed.
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10% | - Contribute to the development and implementation of new credit & collection procedures to improve efficiencies within the department and the Company.
- The incumbent is also responsible for assisting the Supervisor with departmental projects and other duties as needed.
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Qualifications for Credit Representative II
- High School diploma required.
- Associates Degree or higher preferred with one to three years’ experience in Credit and Collections or telephone customer service, with working knowledge of Unitil’s CIS system enQuesta and the utility industry.
- 1-3 years of experience in a credit/collections environment.
- Experience with Arrearage Management Program (AMP) ideal but not required
- Possess solid PC skills in a Windows environment.
- Have the ability to work in a changing environment.
- Have a high energy level, excellent communications skills, and patience to deal with irate customers in a professional manner and demonstrate an ability to solve problems.
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Qualifications for Senior Credit Representative I
- High School diploma required.
- Associates degree or higher preferred with one to three years’ experience in credit and collections or telephone customer service, with expertise with Unitil’s CIS system enQuesta and the utility industry.
- 3+ years’ of experience in a credit/collections environment.
- Experience with Arrearage Management Program (AMP) ideal but not required
- Possess solid PC skills in a Windows environment.
- Have the ability to work in a changing environment.
- Have a high energy level, excellent communications skills, and patience to deal with irate customers in a professional manner and demonstrate an ability to solve problems.
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Unitil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Last updated: 05-06-26