Credit Representative II to Senior Credit Representative I

Company: Unitil Service Corporation
Location: Concord
Posted on: June 4, 2025

Job Description:

Our Company

Interested in this role You can find all the relevant information in the description below.

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 of the more challenging 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

50%

Ensure a minimal amount of bad debt through the effective detailed analysis and completion of assigned credit and collection activities in accordance with Company policy and regulations. Activities include such items 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.
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.
Assist with the development of improved processes as they relate to credit and collection procedures and processing.

15%

Provide prompt, courteous and professional support to Customer Service Representatives, inbound Credit Representatives and all other support personnel, with regard to Company policies relating to credit and collections and assist with difficult customer calls.
Professionally address all customer concerns and provide them with the opportunity to make payment arrangements that are achievable by the customer and in the best interest of the Company, to avoid a disconnection of their service.
Provide tracking support allowing the department to assess collections progress.

20%

Provide professional and courteous support to high dollar delinquent or protected customers while attempting to maximize collections of receivables. Incumbent must have proven success in diffusing difficult customer situations and ability to make appropriate business decisions with little or no supervision.
Support the Supervisor in providing input and performing a variety of activities in special Credit projects to address maximizing collections of account receivables and maintaining the best possible customer experience.

10%

Ensure that the company is in compliance 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.

5%

Contribute to the development and implementation of new credit & collection procedures to improve efficiencies within the department and the Company.
Complete necessary tasks as assigned by Supervisor to ensure the company remains operationally compliant.

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.
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.

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.
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.


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: 05/22/2025

Keywords: Unitil Service Corporation, Boston , Credit Representative II to Senior Credit Representative I, Other , Concord, Massachusetts