Placer County

To compile and evaluate information needed to collect on delinquent accounts; collect on delinquent accounts using written, telephone and personal communications; make initial determinations or recommendations of appropriate action in collection cases; to administer collection programs in line departments, and work within a department as assigned.

Collection Agent I: 
This is the entry level class within the Collection Agent series.  This class is distinguished from the journey by the performance of the more routine tasks and duties assigned to positions within this series.  Employees at this level are not expected to perform with the same independence of direction and judgement on matters allocated to the journey level.  Since this class is typically used as a training class, employees may have only limited or no directly related work experience.  Employees work under immediate supervision while learning job tasks.

Collection Agent II: 
This is the full journey level class within the Collection Agent series.  This class is distinguished from the Collection Agent I by the assignment of the full range of duties.  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 within the work unit.  Positions in this class are flexibly staffed and are normally filled by advancement from the entry level.

This class is distinguished from the Senior Collection Agent in that the latter is an advanced journey level and functions as a lead supervisor over other collection agents.

Collection Agent I
Receives direct supervision from the Revenue Services Supervisor or assigned supervisor and technical and functional supervision from the assigned Senior Collection Agent, or assigned supervisory or management personnel.

Collection Agent II
Receives general supervision from the Revenue Services Supervisor or assigned supervisor and technical and functional supervision from the assigned Senior Collection Agent, or assigned supervisory or management personnel.

• 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/District Attorney regarding the initiation of legal actions; assist County Counsel/District Attorney in providing information needed for 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, 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 and make recommendations for specific programs and waivers using established practices.
• Enter information into a personal computer or automated 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; prepare installment payment receipts; and 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.

Collection Agent I

Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Experience: One year of responsible collections or accounts receivable experience.

Training: Equivalent to the completion of the twelfth grade.

Required License or Certificate:
May need to possess a valid driver's license as required by the position.  Proof of adequate vehicle insurance and medical clearance may also be required.

Collection Agent II

Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying.  A typical way to obtain the required knowledge and abilities would be:

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

Training: Equivalent to the completion of the twelfth grade.

Required License or Certificate:
May need to possess a valid driver's license as required by the position.  Proof of adequate vehicle insurance and medical clearance may also be required.

Collection Agent I

Knowledge of:

• Financial record keeping.
• 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:

• Learn the general functions of a collection agency and commercial law applicable to collections.
• Learn, 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.
• 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.
• 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.
• 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.

Collection Agent II

In addition to the qualifications for Collection Agent I:

Knowledge of:

• Particular provisions of laws, rules or regulations enforced or administered by the County.
• General functions of a collection agency and commercial law applicable to collections.
• Operations, procedures and regulations applicable to assignment.

Ability to:

• Perform the general functions of a collection agency and apply commercial law applicable to collections.
• Interpret and apply to specific cases, the provisions of laws, rules or regulations enforced or administered by the County.