Utility Account Specialist - Remittance Processing

City of Austin; Austin (TX); On-site; USD 30,000 - 51,000; Full time

Job summary

City of Austin is seeking an experienced Utility Account Specialist to manage daily processing of utility payments, balance accounts, and support customer inquiries. You will review usage, verify rates, and adjust accounts as needed.

Ideal candidates have a Bachelor’s degree with 3+ years in utility/customer service, strong Excel and communication skills, and the ability to work in a fast-paced environment supporting multiple payment channels.

Qualifications

• Bachelor's degree required with related field coursework; three years of utility or government customer service experience preferred.
• Experience may substitute for education up to four years.
• Strong data analysis and problem solving skills required.

Responsibilities

• Review utility usage, verify rates, identify and correct overcharges, and reconcile accounts.
• Process billing adjustments and account corrections per procedures.
• Assist with developing, revising, and implementing improved customer service procedures.
• Maintain records and prepare presentations for hearings or investigations.
• Provide outreach and serve as a point of contact for utility programs.

Skills

Customer service

Data analysis

Communication

Problem solving

Time management

Education

Bachelor's degree

Tools

Excel

Outlook

Teams

SharePoint

10-key skills

Job description

About This Position

Job Description: Utility Account Specialist Purpose: Under close supervision, provides utility services and review of utility accounts, and ensures customer satisfaction.

Duties, Functions and Responsibilities

• Reviews utility usage, determines average consumption, verifies rates, investigates potential overcharges, and adjusts customer accounts.
• Initiates and processes billing and/or payment adjustments and account corrections in accordance with established procedures.
• Reconciles customer accounts.
• Places accounts on hold, assesses late fees and charges, and refers customers to other organizations.
• Reviews and recommends requirements for subdivision development, re-subdivision, and water and wastewater service extensions.
• Evaluates site/lot plans, criteria, etc. for a variety of projects, programs, and activities.
• Assists with all assigned utility projects from initiation to completion.
• Maintains, safeguards, and provides original documents of record.
• Assists with preparing presentations for successful arguments that represent the utility in hearings, investigations, examinations, or other arenas where disputes are addressed.
• Assists with developing, revising, and implementing procedures and processes to facilitate the provision of services to customers.
• Supports the department in development, maintenance, growth, and customer satisfaction.
• Performs customer outreach through various communication channels and serves as a point of contact for utility programs.
• Responsibilities - Supervisor and/or Leadership Exercised: None

Knowledge, Skills, and Abilities

• Knowledge of the applicable principles, laws, rules, regulations, and practices of utility service operations.
• Knowledge of City practice, policy, and procedures.
• Skill in oral and written communication.
• Skill in using computers and related software.
• Skill in data analysis and problem solving.
• Skill in planning and organizing.
• Skill in handling multiple tasks and prioritizing.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintain good working relationships with City employees and the public.

Minimum Qualifications

• Graduation with a Bachelor's degree from an accredited college or university with major coursework in a related field, plus three (3) years of experience providing customer service for a utility or another commercial/government organization, or other experience related to the job.
• Experience may substitute for education up to a maximum of four (4) years.

Licenses and Certifications Required

• None

Preferred Qualifications

• Knowledge and experience in accounting, banking or bookkeeping concepts such as debits, credits, return payments, cash handling, processing checks, money orders and reconciling vendor electronic payment files, preparing a bank deposit.
• Experience working with an integrated enterprise or table-based billing system such as Oracle's Customer Care and Billing System (CCB).
• Experience and ability to work repetitive tasks, follow complex instructions, working in a time-sensitive, fast paced, changing environment.
• Experience and knowledge with Microsoft Outlook, Teams and SharePoint, Excel and 10-key skills.
• Experience working independently and in a team with diverse people and differing work and communication styles.
• Experience performing complex research, analyzing system data and reports to resolve payment discrepancies.
• Experience working for a utility (Electric, Gas, Water, Cellular, or Cable)
• Experience working in a customer service environment and knowledge of good customer service practices.

Notes to Candidate

The Utility Account Specialist (UAS) works in the Remittance Processing workgroup and will be responsible for the daily processing and reconciliation of physical, mailed in utility payments and electronic payments received from third-party payment vendors. This is a hands-on position that works with seven payment channels, requires teamwork and the ability to work independently, the work is time sensitive, and environment may be fast paced. The UAS picks up utility payments from the post office, and two payment drop boxes and operates mail processing equipment. It also requires regular use of financial and utility billing software to accurately balance, validate, and reconcile both credits and debits. Role partners with internal and external stakeholders in troubleshooting vendor technical, reporting and payment issues. May contribute to the creation or revision of work processes in support of the customer experience and operational excellence. Performs complex research and analyzes billing system data and vendor reports to resolve reconciliation discrepancies, may resolve customer payment escalations. Role requires intermediate Excel and knowledge and experience with accounting, banking, or bookkeeping concepts.

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more.

Pay Range

$30.19- $37.44 per hour

Schedule

5:30 AM - 2:30 PM - 60% COA telework policy

Location

4815 Mueller Blvd, Austin, Texas, 78723

Good Standing Employees

Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and all of the preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

EEO Statement for City of Austin

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk. City of Austin is committed to compliance with the Americans with Disabilities Act.

Why Join Us

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special? Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation. Value and Innovation: Work in an environment where employees are valued and innovation thrives.

Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.

Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.

Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.

Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.

Career Growth: Advance your skills and expertise with professional development and leadership opportunities.

Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration.

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

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