Collection Agency Services

The vendor is required to provide collection services for the city's delinquent customer accounts.
- Collection of miscellaneous delinquent accounts receivable items where customers have not paid for services or charges from the city (e.g., transient occupancy taxes, work order billing, false alarm, permits, rent and lease payments, citations, returned checks, business licenses, miscellaneous receivables, etc.).
- Utility billing (water, sewer, and refuse) receivables
- Include for services:
• Provide documentation to agency for each account, including name, any available customer information, last known address, account number, and balance due.
• Agency shall make a minimum of two written or telephone contacts for each account (unless the account clears sooner) within forty-five (45) days of receipt of account.
• Report, correct and/or delete credit bureau reporting and provide evidentiary documentation to the finance department.
• The city retains the right to recall any accounts assigned for collection without charge or penalty from the firm.
• Comply with federal and state regulations regarding fair debt collection practices.
• Collection shall be conducted ethically and legally with the highest level of customer service.
• Maintain separate files for each account for audit purposes.
• Auditing of any and all assigned records is at the discretion of the city.
• Maintain confidentiality on all accounts assigned by the city.
• Maintain a disaster recovery plan to protect the city’s receivables and the confidentiality of the information contained therein.
• Immediate return of all accounts still pending upon termination of the contract by any party.
• Accept and process credit card payments via telephone.
• Accept and process electronic payments from debtors
• The agency is responsible for all costs associated with this service, including but not limited to the payment of the merchant’s discount fee.
• Bear all expenses and costs incurred to affect collection of any account referred to them by the city, including but not limited to litigation and transportation.
• Remit monthly to the city all monies collected, less collection fees.
• Remittance should include a breakdown by the debtor and type of account.
• Provide monthly reports detailing:
o Status of each account with customer pertinent information.
o Monthly status of accounts, including assigned and current balance.
o Collection received during the month.
o Total amounts in collection.
o Percentage of recovery in comparison to the total dollar value of assigned accounts
o On a needed basis, ad hoc reports as requested, including but not limited to collections, legal actions, adjustments, updated addresses, and corrections.
- Contract Period/Term: 2 years
- Questions/Inquires Deadline: May 30, 2025