Billing Specialist

This position is responsible for providing accounting and reconciliation services for utility billing and other billing services.

Essential Job Functions Essential Job Functions represents 20%-50% of working time on a regular basis, subject to the varying demand of specific functions. All functions listed below are considered essential and are expected to be completed regularly and efficiently by any incumbent. Regular, punctual attendance is essential for all functions listed below:

1. Responsible for the daily and regular administrative functions of billing operations, including but not limited to:

Responsible for the timely processing of functions related to utility and financial billings, including but not limited to retiree insurance invoices, alarm renewals, false alarm invoices and other miscellaneous billings. Performs routine account maintenance by completing account adjustments, processing accounts for collections and initiates and maintains recurring bank drafts. Receives payments and accurately and efficiently enters information for new customer accounts. Coordinates with collection agencies, bankruptcy attorneys, and community service organizations; works closely with Public Works, Utilities, and other City departments regarding, billings, petty cash requests, and deposits; coordinates payment arrangements with customers. Processes additional tasks including but not limited to; water leaks, wastewater adjustments, tampering, tax exemptions, and assisting with wastewater yearly review.

2. Coordinates with new and existing customers and internal service departments related to utility billing services and payments.

Compiles customer usage data provided by the City's various utility departments and initiates the cycle bills for residential and non-Key Account commercial customers; includes processing of cycle clean-up within established timelines. Identifies and processes complex billing account adjustments within the department's MUNIS billing system; includes misreads, multi-month adjustments, and cross metered accounts. Notifies customers of payment delinquency, returned checks or other issues with utility accounts as required. Performs payment reversal for returned checks and credit card bank drafts. Accurately enters, maintains, notates and updates customer and payment data in computerized systems. Reviews exception lifting and communicates with Utilities and Public Works. Processes and monitors work order completion for service connects, disconnects, final bills, re-reads and other meter reading/service-related needs. Prints and distributes disconnection letters as necessary.

3. Effectively manages, develops and supervises the functions and output of the Billing Clerk(s) to include, but not limited to, the following functions:

The effective recruitment, selection and onboarding of staff. Continual performance management of staff through evaluations, coaching, development and other opportunities that promote growth, learning, engagement and innovation. Demonstrates effective and professional leadership through active engagement, involvement, and equitable treatment of all staff members. Fosters a culture of collaboration and an innovative team mindset. Addresses employee relations issues such as written disciplines, investigations, terminations and offboarding in collaboration with Human Resources and other staff members.

4. Serves as the primary staff member responsible for the maintenance, reporting and function of the related information systems related to billing and utilities.

Coordinates with IT staff to develop testing and upgrade procedures for associated billing, utility and other related systems updates. Coordinates with appropriate staff to configure, test and report on adhoc system or process changes, such as tiered billing calculations, rate changes, revenue trends and more. Audits system information daily to assure all accounts, information, billing, payments and other information is accurate and complete. Reviews data for correctness including but not limited to deposits and confirms revenue trends Implementation of any new fees as well as assistance with the rate studies.

Other Job Functions Other Job Functions are essential but represent less than 20% of working time on a regular basis. These are performed with less regularity but are considered essential. All functions listed below are considered essential and are expected to be completed regularly and efficiently by any incumbent.

Process write-offs and assists with year-end audit reports as well as analysis for variances. Reviews and processes non-complex departmental billings as requested. Processes additional tasks including but not limited to; water leaks, wastewater adjustments, tampering, tax exemptions, and assisting with wastewater yearly review. Receives and directs calls reporting outages and water/sewer leaks. Assists with other duties related to the essential functions above.

Required High School Diploma or GED equivalency At least four years of customer service experience, which includes a demonstrated ability to work with the department's

ERP System and the systems utilized by the various utilities; OR a Bachelors’ Degree in accounting, finance or business administration. OR any equivalent combination of education and experience as noted above. At least one year of supervisory experience in a customer service, billing, or other related field.

Background Requirements Candidates offered a position must successfully complete the following: A comprehensive criminal background check.

Advanced technical knowledge with the ability to troubleshoot problems across a range of technology systems, hardware, and software. Advanced skill in interpersonal communication and conflict resolution. Skill in the de-escalation of sensitive or aggressive customer/vendor/citizen issues. Skill in analyzing data, identifying trends and creating actionable data strategies.. Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. Ability to simultaneously coordinate multiple tasks and priorities and support multiple individuals, teams, and work groups. Ability to continually demonstrate practical knowledge, analytical judgements and informed decision-making. Ability to provide technical, practical or functional knowledge related to job functions. Ability to effectively inform, educate, persuade or influence others related to job functions and necessary outcomes. Ability to communicate effectively on technical, interpersonal and professional levels to diverse audiences, communities and interest groups. Ability to effectively lead, motivate, train and engage a team of direct reports. Ability to adapt to changing priorities. Ability to travel to offsite meetings, conferences, and training as needed.

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