Customer Account Associate - Credit and Collections - Examination

THE ELECTRONIC APPLICATION PERIOD IS FROM 12:01 A.M. ON FRIDAY, JANUARY 16, 2026 UNTIL 11:59 P.M. ON THURSDAY, JANUARY 29, 2026. NOTE: APPLICATIONS WILL NOT BE ACCEPTED AFTER 11:59 P.M. ON THURSDAY, JANUARY 29, 2026.

CIVIL SERVICE COMMISSION ANNOUNCEMENT # 2026-002 CS CUSTOMER ACCOUNT ASSOCIATE – CREDIT & COLLECTIONS (OPEN)

Filing Of Application. Application must be made electronically through the City of Cleveland’s web site.

Salary The prevailing salary for this position as established by Ordinance of the Council of the City of Cleveland is $16.65 - $23.09 per hour.

EXAMINATION INFORMATION

• WRITTEN EXAMINATION: The exam may be computerized, or a traditional pencil and paper designed to test the objectives of the duties and minimum qualifications of the classification. (100% of final grade)
• TYPING TEST: Those who type 25 WPM or more with an 80% or better accuracy, will take the written exam. (PASS or FAIL)

Examples of Duties:

• Customer transfers of deeds, changes of ownership/final bill payments, account analyses of delinquent accounts for collections, and lien purposes.
• Assists in person or via telephone with customer-requested resolutions.
• Responds to status requests and final paid statements.
• Prepares correspondence.
• Maintains active files on bankruptcy accounts.
• Assists in the preparation of legal filings and bankruptcy claims.
• Processes adjustments, requests, and special or duplicate bills.
• Performs quality audits on accounts.
• Calculates surety deposits.
• Researches and compiles customer account histories.
• Attends court proceedings as necessary.
• Reads and interprets complex data for informational and adjustment purposes.
• Handles a high volume of customer interactions by telephone and in person utilizing Public Utilities' customer information systems.
• Searches Public Access Electronic Court Records and other utility databases.
• Negotiates payment plans.
• May be temporarily assigned to perform call center duties during peak call periods, special project support, or as mandated by business needs.
• Performs other job-related duties as required.

Minimum Qualifications:

• Associate’s Degree in Accounting, Business, or related field from accredited institution.
• Two years of full-time paid experience in commercial or utility collections working with bankruptcy accounts OR Two years of full-time paid experience in active collections environment working with delinquent accounts/customers for payment, cold calling, utility disconnections, and general call center.
• Substitution: Two years of experience may be substituted for each year of education lacking.
• Must have excellent analytical skills as well as oral and written communications skills and an intermediate skill level using Microsoft Office Suite.
• Must be able to type at a speed of 25 words per minute with 80% accuracy.

Supplemental Information:

• NOTE: Minimum qualifications must be met as of the last day of the filing period unless otherwise stated.

RESIDENCY CREDIT: In accordance with the Ordinances of the City of Cleveland, a person who has had as his/her primary residence in the City of Cleveland for at least one year at the time of filing a Civil Service application, and desires to take an entry-level Civil Service examination, shall, if a passing grade on the written examination is attained, have ten (10) points added to his/her passing score. (NOTE: Not all examinations consider residency credit in the scoring process.) To substantiate a claim for residency points, applicants must upload legible copies of the following: A signed and notarized Residency Affidavit available on the City’s website.

VETERANS’ PREFERENCE: Veterans’ preference will be awarded, when applicable, to eligible veterans in accordance with Civil Service Rules 4.40E, 4.40F and 4.40G. Proof of active service or a DD Form 214 must be presented to the Commission at the time of filing application for the examination in which credit is sought to qualify for veterans’ credit. If the applicant has received an honorable discharge or a general discharge under honorable conditions, the applicant shall receive an additional five (5) points added to their raw score on the examination; or ten (10) points are added to their raw score on the examination if applicant’s supporting documentation indicates more than fifteen percent (15%) service-connected disability. Only DD Form 214 (long form) or an official armed service document indicating type of discharge or separation and the dates of active service will be accepted as proof of active service.

Equal Opportunity Statement: We are an equal opportunity employer. We do not discriminate on the basis of race, color, sex, national origin/ancestry, military status, disability, age and religion. The City’s guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.