Responsibility for performing technical aspects of cashiering, customer service, and billing for utilities. Work is performed under the general direction of a lead biller, Operations Division Supervisor, and the Finance Director in the Finance Department.
- Maintains and processes utility billing records, including transfers of ownership, performing credit checks to mitigate fraud, processing bank drafting applications, reviewing Winter Quarter Average reports, analyzing charges on accounts, evaluating accounts for LIEAP, and facilitating billing and service changes. Generates work orders. (20%)
- Provides customer service and answers customer’s questions concerning billing issues, online payment portal issues, or services. Provides solutions, responds to complaints, and performs service recovery. (25%)
- Processes and reconciles payments, including electronic payment files, utility payments, miscellaneous billing customer payments, miscellaneous payments, and loans. (20%)
- Reviews and analyzes approximately 22,000 consumption reads collected monthly and downloaded from computerized “guns”. Follows up with customers on high, low, and zero consumption reads and prepares meter readings for billing. (5%)
- Verifies, analyzes and reconciles customer utility accounts. Runs reports and analyzes data for accuracy. (2%)
- Processes City mail using a postage meter and researches returned utility mail. (3%)
- Responds to requests for meter service and repair, and schedules service appointments in order to obtain accurate monthly meter readings. (5%)
- Assists Utility Billing Technician with weekly utility billing, exception bills, and final bills. (10%)
- Provides necessary documentation to customers, and ensures that paperwork is received, scanned, and filed per the Records Retention policy. (7%)
- Assists with departmental projects as requested. (3%)
- High School diploma or equivalent.
- Three years of experience in bookkeeping operations, customer service, reception, or banking.
NECESSARY SPECIAL QUALIFICATIONS- Ability to be bondable and insurable.
- Candidate must possess or have the ability to obtain valid Montana driver’s license.
- Substantial knowledge of bookkeeping principles and practices.
- Ability to handle highly sensitive information and data with an absolute degree of confidentiality.
- Extensive knowledge of all facets of utility billing and customer service procedures.
- Substantial knowledge of City of Great Falls fiscal policies.
- Ability to establish and maintain effective working relationships with peers, supervisors, and the general public.
CORE COMPETENCIES
- Customer Service
- Accuracy
- Detail Oriented
- Confidentiality
- Ethical
- Multi-tasking
SUPERVISORY RESPONSIBILITY
This position does not supervise staff.
WORK ENVIRONMENT
Work is performed primarily in an office environment.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to stand, walk, sit, bend, twist, reach, ride and perform similar body movements. Must have the ability to perform light physical work and to lift and carry up to 25 pounds at a time; the possession of hand/eye coordination sufficient to operate a personal computer, and office equipment; the ability to talkand hear in person or by telephone; and the ability to see and read instructions and reports.
EXPECTED HOURS OF WORK
The work schedule is a 40-hour work week, Sunday through Saturday. Work is typically performed Monday through Friday. This position is a non-exempt and eligible for overtime. Any overtime must be authorized prior to working.
TRAVEL
Travel is primarily local during the business day. Occasional travel may be required to attend off-site training and educational opportunities.
