Collection Agency Services

The vendor required to provide comprehensive collection services aimed at recovering outstanding balances from former customers of agency who have discontinued electric service without remitting full payment.
- The collection strategy and methodology your organization will employ, including any segmentation, prioritization, or escalation techniques used to optimize recovery.
- Particularly interested in understanding the technological capabilities of your platform, including user interface features, integration options, and reporting tools that support transparency and efficiency.
- Customer service and communication protocols, with emphasis on internal escalation procedures, complaint resolution processes, and measures taken to safeguard our brand reputation throughout the collection lifecycle.
- Provide a comprehensive explanation of your data security practices, specifically addressing how customer and account information is protected against unauthorized access, disclosure, or misuse.
- Business requirements
•    Electronic listings of accounts to the agency to initiate the collection process at least monthly.
•    Receive electronic confirmation of all new account listings.
•    Maintain electronic communication with the agency to provide updates or changes in account status.
•    Notify the agency electronically when payments are received in our office.
•    Access and review the status and progress of individual accounts via the agency’s real-time online system.
•    Contact a live agency representative for customer inquiries directed to our contact center during business hours (8:00 am – 5:00 pm, Monday through Friday).
•    Receive direct deposit of collected funds, accompanied by a detailed remittance statement.
•    Recall an les account back to les if:
o    Payment is collected in office, 
o    The customer initiates new service or
o    Collection efforts do not meet expectations on the account
•    Create on demand reports to show real-time or near real-time updates such as:
o    Actual recovery rate
o    Recovery rate less canceled and forwarded (uncollectible) accounts
o    Length of time between placement and recovery
o    Monthly recovered amounts
o    Individual account statuses.