Description:
At Valda Energy, we live by our core values: communicate, collaborate, own it, embrace change, and put the customer first. We believe that our people are our greatest asset, and we are dedicated to fostering a supportive and evolving culture. From introducing new benefits to offering structured training opportunities and hosting frequent social events, we ensure our employees thrive.
How you will Energise Our Team 🤝As a Collections Advisor, you will be responsible for managing accounts that are at risk of further collections activity due to non-payment of utility services (electricity & gas). You will engage with customers to discuss outstanding payments, negotiate payment plans, and offer support to prevent service interruptions. Your role will be critical in ensuring risks are managed according to regulatory guidelines, company policies, and customer needs.
The day-to-day responsibilities will include but are not limited to the following:
- Identify customer accounts in arrears, monitor outstanding balances, and determine the most appropriate course of action to prevent further collections activity
- Contact customers by phone, email, or letter to notify them of overdue balances, potential disconnection, and the options available to avoid service interruption
- Negotiate repayment plans or provide guidance on financial assistance programs, ensuring customers understand billing, consequences of non-payment, and available support to help them manage their accounts
- Manage the disconnection process for unpaid accounts in compliance with legal and regulatory requirements, and ensure timely reconnection once payment or an agreement has been made
- Escalate high-risk or sensitive cases to senior management or external debt collection agencies as required
- Maintain accurate records of customer interactions, agreements, and actions taken, following all regulatory and internal procedures
- Collaborate closely with collections, billing, and customer service teams to ensure a seamless approach to disconnections, reconnections, and payment resolution
The Spark we're Looking For 🔍
- Previous experience in collections, or credit control role, ideally within the utilities sector or similar industries
- Strong interpersonal and communication skills for engaging with customers in sensitive situations, both verbally and in writing
- Ability to negotiate payment plans, and other solutions with customers who may be facing financial difficulties
- Strong problem-solving skills to handle complex customer situations and find appropriate solutions to avoid disconnection
- Understanding of industry regulations related to disconnections and payment practice (desirable)
- High level of accuracy when documenting customer interactions and managing sensitive account information
- Ability to manage multiple accounts, track payment plans, and ensure timely follow-up actions are taken