CONTACT CENTER COLLECTION MANAGER (Senior Administrative Officer) - Range 15 / NON

Anchorage — Anchorage Water & Wastewater Utility; Anchorage (AK); On-site; USD 65,000 - 90,000; Full time

Job summary

The Municipality of Anchorage is seeking a supervisor for the Contact Center Accounts Services within the Anchorage Water & Wastewater Utility. You will supervise Account Representatives, review calls, ensure procedures, and maintain QA standards while following tariffs and MOA policies.

You will develop workflows, respond to escalated inquiries, and report on KPIs such as penalty adjustments and payment transfers.

Qualifications

• High school diploma, GED or equivalent and seven (7) years of experience in the field related to the position.
• Associate's degree in Accounting, Business Administration, Computer Information Systems, Finance or similar discipline and five (5) years of experience in the field related to the position.
• Bachelor's degree in Accounting, Business Administration, Computer Information Systems, Finance or similar discipline and three (3) years of experience in the field related to the position.
• Employment is conditional based on satisfactory background check which includes criminal, education, and employment history.

Responsibilities

• Supervises and directs daily work activities of Account Representatives, including reviewing recorded calls, one-on-one meetings to ensure procedures are followed, exceptional service is provided and a high level of QA is maintained while following Utility Tariffs, MOA Policies and Procedures and Fair-Trade Debt Collection practices.
• Develop workflow procedures, create instructional materials and standard operating procedures for new and existing business applications for contact center employees.
• Coordinate, investigate and respond to escalated customer inquiries and complaints to find a solution and resolve customer concerns.
• Compile and report on metrics and Key Performance Indicators (KPI's) such as penalty adjustments, payment transfers, deferred payment arrangements, Coins Can Count Assistance Program, and bulk water services.
• Manage cash collection handling and training, along with cashier daily balancing.
• Monitor trends, target improvement and implement process improvement strategies to maximize efficiency, customer self-service, and exceptional call handling rates.
• Other duties as assigned.

Skills

Experience in the field related to the

Education

High school diploma or GED

Associate's degree in Accounting, Business Admin, CIS, Finance or similar

Bachelor's degree in Accounting, Business Admin, CIS, Finance or similar

Job description

Job Information

Open to any current Municipal employee.

This is a non-represented position (no union affiliation) and is subject to the provisions of the Personnel Rules of the Municipality of Anchorage.

DEPARTMENT

Anchorage Water & Wastewater Utility

HOURS OF WORK

Monday to Friday, 08:00 to 17:00

LOCATION

3000 Arctic Boulevard

To be considered for employment, candidates must be legally authorized to work and accept employment in the United States. The Municipality of Anchorage is not able to provide any type of sponsorship, including Student Visas and Employment Visas, under any circumstances.

Example of Duties

Under direction of the Utility Customer Service (CS) Division Director, this position is responsible for the Contact Center Accounts Services section, in the Anchorage Water and Wastewater Utility. Supervises and directs daily work activities of Account Representatives, including reviewing recorded calls, one-on-one meetings to ensure procedures are followed, exceptional service is provided and a high level of Quality Assurance (QA) is maintained while following Utility Tariffs, MOA Policies and Procedures and Fair-Trade Debt Collection practices. Develop workflow procedures, create instructional materials and standard operating procedures for new and existing business applications for contact center employees. Coordinate, investigate and respond to escalated customer inquiries and complaints to find a solution and resolve customer concerns. Compile and report on metrics and Key Performance Indicators (KPI's) such as penalty adjustments, payment transfers, deferred payment arrangements, Coins Can Count Assistance Program, and bulk water services. Manage cash collection handling and training, along with cashier daily balancing. Monitor trends, target improvement and implement process improvement strategies to maximize efficiency, customer self-service, and exceptional call handling rates. Other duties as assigned.

Minimum Qualifications / Substitutions / Preferences

• High school diploma, GED or equivalent and seven (7) years of experience in the field related to the position.
• Associate's degree in Accounting, Business Administration, Computer Information Systems, Finance or similar discipline and five (5) years of experience in the field related to the position.
• Bachelor's degree in Accounting, Business Administration, Computer Information Systems, Finance or similar discipline and three (3) years of experience in the field related to the position.
• Employment is conditional based on satisfactory background check which includes criminal, education, and employment history.

Additional Important Information

The Municipality of Anchorage participates in the U.S. Department of Homeland Security E-verify Program. For more information, please go to http://www.uscis.gov/E-verify

E-verify is a registered trademark of the U.S. Department of Homeland Security.

If selected for hire, the appointment in this position will be conditional based upon a satisfactory Municipal Employment Office conducted Background Check. A Background Check encompasses criminal history, verifying education, and verifying dates of employment.

Military Service Interview Preference

Veterans who wish to be considered for interview preference, as permitted in Municipal Personnel Rules 3.30.031 D, must attach to the application a copy of their DD Form 214, DD Form 256, NGB Form 22, or a letter from the US Department of Veterans Affairs, recognizing the person as a veteran. The attached documentation must show an honorable discharge or general (under honorable conditions) discharge. The minimum qualifications of the position must be met for preference consideration.

Individuals currently serving as a member in good standing in the National Guard or the organized military reserves who wish to be considered for interview preference, as permitted in Municipal Personnel Rules 3.30.031 D, must attach proof of current service to the application. Proof of current service can be shown by submission of a statement of service which, at a minimum, shows the full name, date of birth, Social Security Number, date service began, branch of service, rank, name of command providing the information, and unit of assignment.The statement of service must be on a form or letterhead of the individual’s command organization, and shows the name, signature, title, and contact information of the signer providing the statement of service. The minimum qualifications of the position must be met for preference consideration.

The Municipality of Anchorage is an Employer of National Service.Please be sure to include any volunteer work with AmeriCorps, Peace Corps, or other national service programs on your application in the work history portion.

The MOA is an EO and AA Employer and complies with Title I of the ADA.

For information regarding requests for reasonable accommodations related to employment under the Americans with Disabilities Act, please contact the Municipality of Anchorage ADA Coordinator at 907-343-4571.