Collection Agent - Senior

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To perform the more difficult or complex work in the collection of delinquent accounts; work within a department as assigned; provide technical and functional supervision to Collection Agents or assigned personnel, and provide administrative support to higher level staff.

This is the advanced journey level class in the Collection Agent series.  Employees within this class are distinguished from the Collection Agent II by the performance of the full range of duties as assigned including the most difficult or complex collections work and providing lead supervision to Collection Agents and other assigned personnel.  Employees at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit.

• Plan and coordinate the work of Collection Agents; provide technical and functional direction for work assignments.
• Assist in evaluating the work performance of subordinates, assist in resolving problems, and recommend methods to increase effectiveness and efficiency of collections work.
• Train employees in collection techniques, evaluation of information obtained and collection policies and procedures.
• Interpret collection policies and legal requirements for employees and the public.
• Produce reports, perform automated system backups, coordinate with County Information Technology personnel and automated system vendors and interpret technical information for non-technical users; troubleshoot basic computer issues. 
• Obtain collections on delinquent accounts through correspondence, telephone communications and personal interviews.
• Confer with Revenue Services Supervisor or assigned supervisor, and/or staff of the County Counsel or District Attorney's Office regarding the initiation of legal actions.
• Explain and interpret assignment specialty area policies and procedures to internal or external customers; explain information to customers regarding amounts owed, fees, and payment options.
• Interview clients to obtain information for completion of financial statements and other information to determine payment schedules on accounts owed.
• Contact businesses, neighbors, credit unions and other leads to trace and contact persons with delinquent accounts.
• Use delegated software from outside agencies such as the Department of Motor Vehicles, the Franchise Tax Board, courts, etc., to locate clients and obtain demographic information.
• Receive and process financial or statistical documents; screen for accuracy and adherence to legal and procedural requirements.
• Determine client eligibility for specific programs and waivers using established practices.
• Enter information into a personal computer system for the maintenance of records and reports indicating the status of collection activities; maintain case tracking system.
• Make mathematical calculations related to payment schedules; accept payments and issue receipts. 
• Prepare statements of amounts due; maintain files and records pertaining to accounts.
• Calculate, report, and maintain statistical data as requested.
• Build and maintain positive working relationships with co-workers, other County employees and the public using principles of good customer service.
• Perform related duties as assigned.

Experience: Two years of responsible journey level experience in performing collections work performing duties similar to a Collection Agent II in Placer County.

Training: Equivalent to the completion of the twelfth grade.

Note: Relevant, equivalent experience (performing the same or similar job requiring similar knowledge, skills, and abilities) may be substituted for the required education as determined by the Human Resources Department. Applicants receiving their degree outside the United States must submit proof of accreditation by a recognized evaluation agency.

Knowledge of:

• Collection and investigation techniques.
• Principles and practices of supervision; workload scheduling; and priority setting.
• General functions of a collection agency and commercial law applicable to collections.
• Financial record keeping.
• Sources of information used in locating persons.
• Particular provisions of laws, rules or regulations enforced or administered by the County.
• Operations, procedures and regulations applicable in assigned department.
• Sources of information used in locating persons.
• Methods used for the collection of delinquent accounts.
• Computer software, including word processing, database, spreadsheet and other related applications.
• Modern office procedures, methods, and computer equipment.
• English usage, spelling, punctuation and grammar; arithmetic and basic mathematical calculations.
• Principles and practices of customer service and public contact.

Ability to:

• Direct and coordinate the work of other employees.
• Train employees in the procedures and techniques for effective collections work.
• Interpret and apply to specific cases, the provisions of laws, rules or regulations enforced or administered by the County.
• Prepare reports and maintain records.
• Analyze situations accurately and take effective actions.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Work with various cultural and ethnic groups in a tactful and effective manner.
• Obtain information through interview; communicate professionally and courteously with the public.
• Develop and maintain an efficient, calm demeanor when handling adverse situations.
• Use a personal computer and office equipment necessary for successful job performance.
• Communicate clearly and concisely, both orally and in writing.
• Perform computer operating system administration and procedures, and application system administration and database maintenance.
• Apply technical knowledge to solve problems related to the automated revenue collection systems.
• Sit at a desk and/or stand at a counter for long periods of time.  Intermittently twist and reach for office equipment; write and use keyboard to communicate through written means; communicate clearly by telephone and in person; lift light weight.
• Review documents related to department operations; observe, identify and problem solve office operations and procedures; understand, interpret and explain department policies and procedures; explain operations and problem solve office issues for the public and with staff.

Training & Experience Rating (100%)

Based upon responses to the supplemental questionnaire, the applicant’s education, training, and experience will be evaluated using a pre-determined formula. Scores from this evaluation will determine applicant ranking and placement on the eligible list.

Prior to the date of hire, applicants must undergo a fingerprint test by the Department of Justice, pass a medical examination (which may include a drug screening and possibly a psychological evaluation), sign a constitutional oath, and submit proof of U.S. citizenship or legal right to remain and work in the U.S.  For some positions, applicants may also be required to submit proof of age, undergo a background investigation (which may include a credit check, voice stress analysis, and/or a polygraph), and/or be bonded. Additionally, positions in law enforcement classifications and those supporting law enforcement functions will be required to complete a conviction history questionnaire prior to or during the interview process. Applicants for positions with access to Medi-Cal billing software or who are licensed providers must clear the Federal Exclusion List, credentialing, and social security verification. Failure to clear these requirements may result in an employment offer being withdrawn.

The eligible list resulting from this recruitment may be certified as a substitute list for a substantially similar classification. For this purpose, a substantially similar classification is one at a lower level in the same classification (example: entry level vs. journey level) and/or a similar classification (similar work performed, similar training and experience qualifications required). If you are contacted for an interview by a County department, you will be informed of the classification and other relevant information. If you choose not to interview for a substantially similar classification, you will remain on the eligible list for which you originally applied.

Placer County is an equal opportunity employer and is committed to an active nondiscrimination program. It is the stated policy of Placer County that unlawful harassment, discrimination, and retaliation are prohibited and that all employees, applicants, agents, contractors, and interns/volunteers shall receive equal consideration and treatment. All terms and conditions of employment, including but not limited to recruitment, hiring, transfer, and promotion will be based on the qualifications of the individual for the positions being filled regardless of the following characteristics: gender (including gender identity and expression), sexual orientation, race (including traits associated with race, which include, but are not limited to, hair texture and protective hairstyles such as braids, locks, and twists), color, ancestry, religion (including creed and belief), national origin, citizenship, primary language, immigration status, physical disability (Including HIV and AIDS), mental disability, medical condition (including cancer or genetic characteristics/information), age (40 or over),  marital status, military and/or veteran status, sex (including parental status, pregnancy, childbirth, breastfeeding, and related medical conditions), reproductive health decision making, the person’s use of cannabis off the job and away from the workplace, political orientation, or any other classification protected by federal, state, or local law or any combination of two or more characteristics stated herein. Please contact the Human Resources Department at least 5 working days before a scheduled examination if you require accommodation in the examination process. Medical disability verification may be required prior to accommodation.

For questions regarding this recruitment, please contact Kristen Cannon, Administrative Technician, at kcannon@placer.ca.gov or (530) 886-4661.