Utility Account Specialist - Remittance Processing

AustinTexas; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

The City Utility department is seeking an Utility Account Specialist to provide utility services, review accounts, and ensure customer satisfaction. The role emphasizes accuracy in billing, account reconciliation, and effective communication with customers and internal teams.

Minimum qualifications include a bachelor's degree in a related field and three years of customer service experience in a utility or government setting; multiple preferred capabilities include knowledge of billing systems

Qualifications

• Bachelor's degree in a related field plus 3 years of customer service experience in a utility or government context.
• Experience may substitute for education up to four years.

Responsibilities

• Review utility usage and adjust customer accounts.
• Process billing and payment adjustments per procedures.
• Reconcile accounts and manage holds, late fees, and referrals.
• Evaluate site/lot plans and water/wastewater service extensions.
• Assist with utility projects from initiation to completion and maintain documents.
• Prepare presentations for hearings and investigations.
• Develop and revise procedures to improve service delivery.
• Support department growth and customer satisfaction.
• Conduct customer outreach and act as a point of contact for programs.

Job description

Utility Account Specialist

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

• Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
• 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 sy