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Collection process/procedures
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2/12/2019 at 4:07:01 PM GMT
Posts: 1
Collection process/procedures

Good Morning Customer Service Specialists,

 

 

The Town of Queen Creek is in the process of implementing a collection process/procedure and I wondered if you would be willing to share your town or city collection process.   Any information you are willing to provide will be greatly appreciated.  Have a great day!

 

Thank you.

Kristeen

 

Kristeen Wright | Billing & Compliance Specialist | Customer Service | Town of Queen Creek | phone: 480-358-3460 | email: kristeen.wright@queencreek.org | 22358 S. Ellsworth Road, Queen Creek, AZ 85142 

 



2/12/2019 at 6:15:52 PM GMT
Posts: 2
At City of Surprise, our collection process starts with account sign-ups. Deposits are not required on all accounts but only for those with bad payment history. All customers are asked for DOB which can now be used to post debt with credit bureaus. When customers are finalled, deposits are applied and customer is sent a paper bill (even paperless customers will get a hard copy of their final bill). 30 days after the final bill's due date, if the bill is still unpaid, we make a phone call to the customer using our Outbound Dialer system. This has proven to be very effective as customers often lose track of time and bills and appreciate the reminder. At 60 days, if the bill is still unpaid we transfer a date file via FTP to Valley Collections for collection on the bill. Another great strategy in improving collections on final bills is to increase the number of customers on AutoPay. If customers have had service disconnected for non pay they are also billed for a deposit.

Don Rhoden
City of Surprise


2/13/2019 at 6:56:56 PM GMT
Posts: 4
Gilbert is similar to Surprise. We require deposits up front on accounts with a poor payment history or we will add a deposit later if an account has a history of late payments, disconnects or NSFs. The deposit is applied to the final balance when the account closes. We send collection notices within 30 days if the account is left unpaid and then at 60 days we will send it to Valley Collections for collection on the bill. It is reported to the credit bureau at that time as well.

Leslie Nieves Giltner
Customer Service Manager
Gilbert, AZ
90 East Civic Center Drive | Gilbert, AZ 85296
Work: 480.503.6801 | Fax: 480.503.6180
Email: Leslie.Giltner@gilbertaz.gov


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