Debt Recovery Officer

Position Description

Debt Recovery Officer

It's an exciting time to join

We're transforming the way we do business with significant investment in customer, digital and business innovation, re-

designing our infrastructure to service communities for generations to come and pursuing a circular economy so we can

not only reduce our environmental footprint but also reduce energy costs to keep customer bills affordable. We're also

engaging communities to achieve better outcomes and supporting our incredibly talented and valued leaders and people.

Organisational Context

east Victoria across an area of 20,000 square kilometres. The service delivery area is bound by Corryong, Yarrawonga,

Benalla, and Dartmouth. We operate 21 water treatment facilities and 22 wastewater treatment plants that service most

towns across the region. Over 200 full time equivalent staff are employed at our centres in Wodonga, Wangaratta, Benalla,

Yarrawonga, Corryong, Beechworth, Mount Beauty, and Myrtleford.

Our operations are overseen by the Department of Energy, Environment & Climate Action (DEECA) on behalf of the Minister

for Water, and the Department of Treasury and Finance (DTF) on behalf of the Treasurer. We continue to invest in

innovative and long-term capital projects which contribute to the health and well-being of current and future generations.

Our Commitment to Health and Safety

free from bullying and harassment for all employees, contractors, customers, and visitors. We prioritise the health, safety

(physical and psychological) and wellbeing of all staff and customers.

Our Commitment to Customer Experience

• Being organised and punctual, demonstrating accountability and a commitment to our workplace and effectively

contributing to the team's objectives.

• Being available to respond to

improving customer satisfaction.

Our Mindsets

At

where our people are aligned with our business direction, proud of their contribution to business performance, and own a

culture that is centred on the following mindsets:

• Committed to advancing and supporting people to succeed.

• Consistent in interactions with people and in applying processes.

• Provide empathy for people and be willing to place oneself in another person's position.

• Accountable for one's own actions and responsibilities and playing your part for the success of the

organisation.

• Cooperative with others to work towards the Corporation's common goals.

Position Objectives

The Debt Recovery Officer:

• Reports to the Senior Debt Recovery Officer and works collaboratively with the Coordinator Customer Care, with

regards to debt recovery management that will meet the Corporation's needs and optimise customer outcomes.

• Proactively contacts customers via phone, email, and written correspondence regarding debt, with the primary aim

of recovering arrears, offering payment assistance alternatives and working within the support programs available.

• Supports the delivery of the debt management recovery process in accordance with the directions of the Senior

Debt Recovery Officer and the Coordinator Customer Care to meet the Corporation's and ESC guidelines and

procedures.

Key Responsibility Areas

• Always maintaining confidentiality in respect to all matters and strictly maintaining customer privacy in accordance

with statutory requirements.

• Providing effective, supportive face-to-face customer service, monitoring situations and responding accordingly.

• Operating billing software and Microsoft Suite programs.

• Providing excellent communication and negotiation skills, both on the telephone and face-to-face.

• Gaining cooperation and assistance from customers, members of the public and other employees in the

administration of well-defined activities.

• Preparing and issuing debt recovery correspondence in accordance with the Minimum Reasonable Endeavours (ESC

guidelines) and in consultation with Senior Debt Recovery Officer.

• Scheduling and preparing for site visits to restrict water supply at meter for non-payment as directed and in

accordance with corporation procedures.

• Preparing the list of customers to be sent for legal action for non-payment in consultation with the Senior Debt

Recovery Officer.

• In consultation with the Senior Debt Recovery Officer and Coordinator Customer Care, contributing to the

development and implementation of documented policies and procedures.

• Carrying out any other duties as requested that are commensurate with the nature of the position.

Organisational Relationships

This role reports to the Senior Debt Recovery Officer and liaises with all internal stakeholders, as well as training providers,

peers in water corporations or local government, government agencies and members of the public.

Accountability and Extent of Authority

• Ability to provide advice with regards to debt recovery management and hardship support to our customers that

meet the needs of the Corporation.

• The freedom to act is subject to regulations and policies and regular supervision.

• The effect of decisions and actions taken may be significant, but it is usually subject to appeal or review by more

senior employees.

Judgement and Decision Making

• Objectives of work are usually well defined, but the method, technology, process, or equipment to be used must be

selected from a range of available alternatives.

• Problems are occasionally of a complex or technical nature with solutions not related to previously encountered

situations and some creativity and originality is required.

• Guidance and advice are usually available within the time required to make a choice.

Specialist skills and knowledge

• Knowledge of the Corporation's customer billing system and records management system.

• Demonstrated negotiation and conflict resolution skills.

• Ability to make sound, safe decisions when under pressure.

• Understanding of the long-term goals of the Customer Experience team and of the relevant policies of both the

unit and the wider organisation.

• An understanding of the function of the position within its organisational context, including relevant policies,

regulations, and precedents.

Management Skills

• Understanding and implementation of

• Skilled in managing time, setting priorities, and planning and organising one's work to achieve specific and set

objectives in the most efficient way possible within the resources available and within set time frames.

Interpersonal Skills

• Excellent verbal communication skills, both on the telephone and face-to-face, with good negotiation skills.

• Excellent written communication skills to enable the preparation of correspondence and reports as required.

• Ability to gain co-operation and assistance from customers, members of the public and other employees in the

administration of well-defined activities and in the supervision of employees where applicable.

• Ability to liaise with broader business units within the Corporation and other key stakeholders where required to

meet the overall objectives the organisation and optimise customer outcomes.

Qualifications and Experience

• Substantial relevant experience in a customer-service oriented position and working within debt management and

recovery function.

• Experience working within a Customer Service team, with a good understanding of a corporation's customer billing

system.

Requirements of Employment

Employees of

Health, Safety and Wellbeing

• Take all reasonable actions to ensure the health, safety and wellbeing of yourself and others in the workplace.

• Adhere to

training.

• Report all incidents regardless of the severity and participate in incident debriefs.

• Proactively focus on your physical and mental wellbeing.

Protecting the Environment

helping our communities build resilience and adapt to climate change. This will be demonstrated through continued

emissions reduction, climate adaptation and environmental stewardship.

Data Privacy

As a Victorian government organisation,

2014 ("PDP Act"). There are 10 Information Privacy Principles ("IPPs") in the PDP Act that govern the way that North East

Water collects and handles the personal information of current and future employees and customers.

Privacy Statement can be found on our website.