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Hillsborough County Government

Customer Collections Specialist (#CUSTCSCPP4) CPP4
$18.01-$27.92 Hourly / $3,121.73-$4,839.47 Monthly / $37,460.80-$58,073.60 Yearly


Performs and oversees investigative, enforcement and collection activities pertaining to delinquent utility accounts. Resolve escalated disputes.  High level customer interaction involving Commercial Accounts and complexed or Multi-Family Residential Accounts.  Lead worker and provides on job training to new employees.


Graduation from high school or possession of a GED certificate; and four years of experience in the credit and collections industry or comparable combination of education, training and experience may be substituted for minimum requirements.       

 Possession of a valid Driver License.        

Or an equivalent combination of education, training, and experience that would reasonably be expected to provide the job-related competencies noted below.


  • Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.          
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.         
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.         
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.


  • Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.


  • Sitting for long periods of time in an office environment. Extensive use of computer. Regularly repeat the same movements when entering data. Some filing is required. Answering high volume of calls. Face to face customer conversation requiring clear speech and good listening abilities.


Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below:       

  • Investigates and collects monies for delinquent commercial and complexed or Multi-Family utility accounts. Reviews accounts receivables, payment schedules and prepares reports of past due accounts.         
  • Process paperwork for liens/release and pay offs & balances.       
  • Reviews and investigates nonpayment of utility bills to determine if required criteria for establishing payment agreements have been satisfied.      
  • Reviews utility accounts receivables to determine if deposits expectations are in compliance with rate resolution.  Utilizes various skip tracing techniques and collection strategies. 
  • Coordinates and performs internal investigations into past due or final accounts, insufficient funds checks, or other information for possible legal action.       
  • Resolves high level disputes with major out of state property management companies with multiple premise accounts including large Accounts Payable firms.       
  • Schedules and oversees the work of subordinates engaged in monitoring and enforcing compliance with utility collection laws, ordinances, and regulations.        
  • Invoke Surety bonds and manage all Irrevocable Letters of Credit.       
  • Trains new personnel. Develop and/or update standards of operation procedures. Recommends policies changes and enhancements.       
  • Collects or assists subordinate staff with the collection of delinquent accounts.       
  • Recommends and coordinates legal action with the County Attorney's office prior to the sale of property for delinquent accounts.       
  • Maintains mandated records and prepares revenue recovery reports of all collection activities.
  • Review and draft formal responses on foreclosure proceedings, probate hearings and Federal Bankruptcy filings that aid in debt collection to ensure proper legal compliance.       
  • Lead subordinates, make high level decisions assume acting leadership role in absence of supervisor.
  • Performs other related duties as required.


  • Knowledge of Federal Collection laws, Ordinances, Regulations and rules affecting delinquent account investigations and collections.       
  • Knowledge of delinquent account investigation practices and collection techniques. 
  • Knowledge of geographical locations in Hillsborough County.        
  • Ability to understand and apply the provisions of ordinances and regulations        
  • Ability to use a computer terminal and related software.       
  • Ability to prioritize work      
  • Ability to follow established procedures.       
  • Ability to follow oral and written instructions.       
  • Ability to work effectively with others.       
  • Ability to plan, organize and oversee the work of others.       
  • Ability to work with antagonistic persons or the public under adverse conditions.      
  • Ability to keep accurate records and prepare reports.

CLASS: CUSTCSCPP4; EST: 4/29/2018; REV: ;