Billing Clerk

Vaco by Highspring; Hamilton; Hybrid; CAD 28,000 - 39,000; Part time

Job summary

Vaco by Highspring is seeking a detail-oriented Utility Billing Clerk on a 6-month contract in Hamilton. Hybrid work, 3–4 days on-site per week.

You will respond to inquiries, update billing records, schedule meter reads, and perform adjustments and reconciliations for water billing programs. You’ll liaise with internal teams and external customers to ensure accurate statements and timely deadlines. The role emphasizes accuracy, data integrity, and clear written communication.

Responsibilities

• Receive, assess, and respond to escalated inquiries from staff, financial institutions, law offices, government agencies, and the public via email, written correspondence, and telephone
• Update water utility billing database with meter reads, account information, and billing details
• Coordinate meter read scheduling, process customer meter reads, and resolve customer access issues
• Ensure accurate and timely updates to utility billing information
• Complete utility account balance adjustments, including NSF adjustments, misapplied payment corrections, penalty and interest adjustments/recalculations, and duplicate payment adjustments
• Assist with the preparation and mailing of utility statements and notices
• Monitor move-in/move-out processes and ensure accurate closing and setup of billing accounts
• Act as a liaison between internal departments, external customers, vendors, and stakeholders
• Assist with escalated customer service issues related to utility billing
• Identify account inconsistencies and prepare work orders related to meter readings, commencement/discontinuance of service, and meter testing
• Perform system testing to ensure data accuracy, process alignment, and compliance with billing system updates
• Maintain collection of arrears and calculate/apply penalty and interest charges in accordance with the City’s Arrears Policy
• Liaise with the Tax Department to ensure outstanding balances are transferred to the correct roll numbers
• Research returned bills and determine correct mailing addresses using online sources
• Verify batch entries and listings and process bill cancellations and immediate re-billing
• Review billing section variance reports and follow up with the Utility Billing Customer Centre and Team Lead as required
• Review and reconcile batch files to verify accuracy prior to bill release
• Accurately and promptly document all customer communications and interactions
• Provide hands-on training to new employees and students on established procedures, services, policies, municipal by-laws, and provincial legislation
• Perform system testing to ensure data accuracy, process alignment, and compliance with billing system updates

Job description

HIRING FOR A 6-MONTH CONTRACT, HYBRID, 3-4 DAYS PER WEEK IN HAMILTON!

Responsibilities

• Receive, assess, and respond to escalated inquiries from staff, financial institutions, law offices, government agencies, and the public via email, written correspondence, and telephone
• Update water utility billing database with meter reads, account information, and billing details
• Coordinate meter read scheduling, process customer meter reads, and resolve customer access issues
• Ensure accurate and timely updates to utility billing information
• Complete utility account balance adjustments, including:
• NSF adjustments
• Misapplied payment corrections
• Penalty and interest adjustments/recalculations
• Duplicate payment adjustments
• Collections and loan adjustments
• Prepare written correspondence to customers regarding revised account balances
• Monitor Pre-Authorized Payment Plan accounts and resolve discrepancies related to:
• Banking information changes
• Returned payments
• Credits
• Ensure adherence to bank transmission timeframes and billing deadlines
• Research and analyze account information and prepare correspondence regarding discrepancies
• Review and approve forms and supporting documentation for utility billing programs, including Lead Loan Program, Service Line Warranties of Canada (SLWC), and water meter testing
• Notify applicants when program criteria are not satisfied
• Liaise with external contact centre staff to provide guidance, support, and expertise on utility billing issues
• Provide information regarding policies, procedures, Pre-Authorized Payment Plans, and available programs
• Process incoming mail, including receiving, opening, sorting, distributing, and processing
• Respond to inquiries regarding bill calculations and transfer of arrears to tax accounts
• Manage callbacks resulting from notices sent to account holders and property owners
• Verify batch entries and listings and process bill cancellations and immediate re-billing
• Perform transfer adjustments, penalty calculations, and fee reversals as required
• Maintain collection of arrears and calculate/apply penalty and interest charges in accordance with the City’s Arrears Policy
• Liaise with the Tax Department to ensure outstanding balances are transferred to the correct roll numbers
• Research returned bills and determine correct mailing addresses using online sources
• Assist with the preparation and mailing of utility statements and notices
• Monitor move-in/move-out processes and ensure accurate closing and setup of billing accounts
• Act as a liaison between internal departments, external customers, vendors, and stakeholders
• Assist with escalated customer service issues related to utility billing
• Identify account inconsistencies and prepare work orders related to:
• Meter readings
• Commencement/discontinuance of service
• Meter testing
• Perform necessary maintenance and updates to utility account information
• Identify properties requiring verification or final meter readings
• Analyze billing data and provide recommendations on water billing procedures and processes
• Research and gather information related to water, wastewater, and stormwater billing
• Review billing section variance reports and follow up with the Utility Billing Customer Centre and Team Lead as required
• Review and reconcile batch files to verify accuracy prior to bill release
• Accurately and promptly document all customer communications and interactions
• Provide hands-on training to new employees and students on established procedures, services, policies, municipal by-laws, and provincial legislation
• Perform system testing to ensure data accuracy, process alignment, and compliance with billing system updates

Vaco by Highspring values a diverse workplace and strongly encourages women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if one is needed to participate in the job application or interview process, please contact [e-mail] .