Enforcement Officer

Purpose

The Enforcement Officer is a high-impact field investigator dedicated to revenue protection and the recovery of outstanding arrears. This role goes beyond simple data collection; it requires a proactive, investigative approach to identify the root causes of non-payment, uncover hidden irregularities, and apply strategic pressure to ensure defaulting customers settle their accounts. 

Key Responsibilities

Field Verification & Data Integrity 

• Customer Verification: Perform site visits to validate the accuracy and completeness of customer records. 
• Address Validation: Physically confirm residential and commercial addresses to ensure billing accuracy. 
• Contact Updates: Proactively collect and verify phone numbers and email addresses to maintain effective communication channels. 

Technical Assessment & Fraud Detection 

• Usage Monitoring: Record meter readings and analyze water consumption patterns to identify anomalies. 
• Irregularity Reporting: Document and report discrepancies, unauthorized connections, or potential fraud to the relevant departments.

Documentation & Compliance 

• Data Collection: Maintain meticulous records of all field activities and customer interactions. 
• Report Submission: Complete digital or hard-copy verification forms with high accuracy and submit them in a timely manner. 
• Safety & Policy: Adhere to all company safety protocols and guidelines while operating in the field. 

Customer Engagement & Service 

• Interact with customers in a professional, respectful, and courteous manner. 
• Provide accurate information on company services, policies, billing processes, and arrears recovery procedures. 
• Address basic customer inquiries and direct complex issues to appropriate departments. 

Policy & Safety Compliance 

• Adhere strictly to company policies, operational guidelines, and ethical standards. 
• Follow all occupational health and safety protocols to ensure personal safety and the safety of customers and the public while working in the field. 

Other Duties 

• Perform any other duties aligned with the Enforcement Officer role as assigned by the Arrears Recovery Coordinator or Management.

Qualifications and Experience

• To be successful in this role, candidates must demonstrate a blend of analytical curiosity and strong interpersonal skills. 
• Education: A sound Secondary Education is required, including at least five (5) CXC/CSEC subjects (General Proficiency) with mandatory passing grades in Mathematics and English A. 
• Experience: Proven experience in Investigative work (e.g., loss prevention or arrears recovery). 
  • Demonstrated background in Customer Service, with the ability to handle difficult conversations professionally. 
• Transport & Licensing: Must possess a valid Driver’s License. 
  • Must have ownership of a reliable motor vehicle to be used for daily field operations. 

Skills & Abilities

• Strong communication and interpersonal skills. 
• Ability to accurately collect, verify, and record data. 
• Basic understanding of utility services, billing systems, or metering (an asset).
• Ability to work independently in the field with minimal supervision.
• Sound judgment, integrity, and attention to detail. 

Other Requirements

• Willingness to conduct extensive fieldwork. 
• Ability to work in varying environmental and community settings. 
• Physically fit to perform field duties.