Enforcement Officers

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.

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.

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. Other Duties

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