Collections & Compliance Supervisor - Utilities

JOIN OUR TEAM AS A COLLECTIONS & COMPLIANCE SUPERVISOR! This position performs advanced supervisory work overseeing the Billing and Data Teams within the Customer Information & Services Department. The role is responsible for coordinating, directing, and evaluating all activities related to utility billing, payment processing, accounts receivable, collections, and lien administration. Work involves a high level of independent judgment in the interpretation and application of local, State, and Federal rules and regulations governing billing, collections, and delinquent account enforcement. The position resolves escalated customer disputes; manages complex commercial, multi-family, and residential accounts; and ensures the accuracy and integrity of the billing and revenue collection cycle. The employee works under the general supervision of the Utilities Assistant Customer Service Director, who assigns broad objectives and delegates authority as necessary. The position is also responsible for special projects requiring strong analytical skills, regulatory interpretation, and effective communication with local, State, and Federal agencies.

The Utilities Billing & Collections Supervisor oversees and evaluates the daily operations of the Billing and Data Teams, ensuring accurate, timely, and compliant processing of all billing, payment, and accounts receivable activities. The position assigns and monitors workloads, provides training and procedural guidance, conducts performance evaluations, and ensures staff adherence to departmental policies and regulatory requirements. The supervisor manages all phases of billing—including cycle billing, back billing, manual billing, final reads, adjustments, and account corrections—while also directing payment processing functions such as EFTs, returned checks, daily deposits, and discrepancy resolution. This role ensures the integrity of the billing and revenue collection cycle by reviewing accounts receivable, verifying deposit and rate compliance, and overseeing investigations into delinquent accounts, insufficient funds checks, and accounts requiring legal action. The supervisor prepares and processes liens, satisfactions, and payoff calculations; coordinates legal action with the County Attorney’s Office; and works closely with bankruptcy claims, serving as a key witness when necessary. The position resolves escalated customer issues involving complex commercial, multi-family, and residential accounts and communicates with customers, attorneys, insurance companies, vendors, and government agencies to collect outstanding balances and resolve disputes. Additionally, the supervisor collaborates with Information Technology and external vendors to implement system enhancements, troubleshoot issues, and maintains audit and collections compliance. The role develops and implements procedures, forms, and tracking tools to improve efficiency, prepares required financial and accounts receivable reports, researches denied claims, and completes special projects requiring regulatory interpretation and interagency communication. Related duties are performed as required.

Knowledge of Federal, State, and local laws governing collections, liens, and delinquent account enforcement.

Knowledge of utility billing, accounts receivable, and collections processes.

Knowledge of delinquent account investigation practices and collection techniques.

Ability to oversee billing and data operations, ensuring accuracy, compliance, and timely revenue collection.

Ability to analyze and resolve complex account issues and system discrepancies.

Ability to work with internal/external software vendors to implement upgrades and resolve technical issues.

Ability to maintain and interpret financial, billing, and collection records.

Ability to compose professional correspondence with proper grammar and clarity.

Knowledge of management principles and supervisory practices.

Ability to exercise judgment and discretion in interpreting policies and procedures.

Ability to communicate clearly and concisely, both orally and in writing.

Ability to establish and maintain effective working relationships with employees, vendors, agencies, and the public.

Ability to plan, organize, assign, and evaluate the work of subordinates.

Ability to conduct relationships requiring assertiveness, tact, and patience.

Knowledge of research techniques and sources of current information.

PHYSICAL SKILLS: Ability to communicate effectively using verbal, written, and visual communication.

EDUCATION, TRAINING AND EXPERIENCE: A Bachelor's Degree or higher, from an accredited college or university in Public or Business Administration or related field and two (2) years' of professional and administrative advanced accounting/banking experience is required. Four (4) years' of lead worker or supervisory experience required. Experience in automated payments, billings and collections in a large government, corporate or third-party payer organization preferred.

LICENSES, CERTIFICATIONS OR REGISTRATIONS: Must possess a valid Florida driver's license. Collections certification is a plus.

ADA STATEMENT: A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.

DRUG-FREE WORKPLACE: Pasco County BOCC is a drug-free workplace in accordance with Federal and Florida law.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES: All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.

VETERANS' PREFERENCE: Under Section 295.07, F.S., Chapter SSA-7, Pasco County BCC provides to Veterans, that preference in appointment will be given to preference-eligible applicants.

PASCO COUNTY WAS VOTED ONE OF THE NATION'S TOP WORKPLACES FOR 2021 #J-18808-Ljbffr