Utility Billing Services Specialist
City of Boise

Job Info

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Summary Statement

The City of Boise is looking for a friendly and hard-working individual who enjoys working in a team environment, interacting with the public. If you are seeking a career with a supportive and cutting-edge employer, while gaining access to top-tier benefits, we invite you to apply for the Utility Billing Services Specialist position.
This position:

• Courteously and professionally greets and responds to customer inquiries regarding utility services using the telephone, email, or face-to-face meetings
• Establishes and maintains customer accounts and processes payments
• Provides information to customers about their accounts, city utility services, policies, and procedures while maintaining an excellent relationship with the public
• Accepts and processes all payments for utility services including from delinquent accounts
• Prepares information for use by the legal department in involuntary collection proceedings
• Recommends and prepares accounts qualifying for service suspension. Independent judgment is required for making decisions and/or recommendations on changes to accounts that are within policy and procedures
• Works within established guidelines and procedures under general supervision

To provide a safe and healthy workplace for all City of Boise employees, residents, and community members, new employment offers are contingent upon the applicant providing proof of up-to-date COVID-19 vaccination process according to current CDC guidance to the City, on a confidential basis, or receiving an exemption from the vaccination requirement as a legally required medical or religious accommodation two weeks prior to the applicant's scheduled start date.

Essential Functions

Courteously and professionally greets and responds to customer inquiries using the telephone, email, or face-to-face meetings. Provides information verbally or in written form to customers regarding their accounts and updates general customer information accordingly. Informs and educates customers on city utility services, policies, products, billing procedures, and payment options. Responds to requests or issues referred by others, and satisfactorily resolves those issues in a timely manner. Escalates more complex issues or concerns through appropriate channels for resolution. Work requires attention to detail in reviewing and maintaining accounts for accuracy in billings, adjustments and contact information. Meticulous follow-through is essential to achieve work accuracy and efficiency. (45%)

Opens new utility accounts, and collects deposits and payments. Establishes payment arrangements for delinquent accounts in accordance with department procedures. Enters payment information into applicable databases and software systems. Must be well versed in computer technologies and able to achieve proficiency with multiple computer programs required by job functions. (30%)

Adjusts customer accounts due to move-ins, move-outs, leaks, low-income discounts, and vacancy requests. Researches discrepancies and performs general account maintenance to ensure customers are accurately billed. Audits annual water updates for excessive or zero usage. Manages assigned portfolio of delinquent accounts using department collection practices and procedures. Locates delinquent debtors utilizing a variety of skip-tracing methods. Sends delinquent notifications and contacts debtors following commercially and legally acceptable collection practices. Interviews debtors to determine ability to pay, negotiates acceptable payment arrangements and monitors compliance with payment agreements. Documents all account activity and maintains records of collections and status of accounts. Researches legal issues involving collection practices and recommends further legal action. Prepares legal forms to be used in involuntary collection procedures. (25%)

Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time. Total Percentage = 100%

Requirements

Required Knowledge, Experience, And Training

• 3 years of experience working in a call center or utility billing environment
• High school diploma or GED

Knowledge

• General business office, bookkeeping and telephone etiquette, equipment, and procedures
• Computer operations including contemporary and related software applications
• Record keeping and filing practices
• General customer service techniques

Ability

• Operate a computer with demonstrated proficiency using contemporary and related database, word processing, and spreadsheet software applications at an appropriate level for efficient job performance
• Operate standard office equipment; follow verbal and written instructions
• Perform accounting operations as well as basic math
• Communicate effectively with sometimes difficult customers, and deal with frequent interruptions
• Plan, organize, and prioritize work assignments;
• Interpret and explain regulations, policies and procedures under adverse conditions
• Adjust to changing priorities in a fast-paced call center environment
• Display an attitude of cooperation and work harmoniously with all levels of City employees, the general public and other organizations
• Communicate effectively in the English language at a level necessary for efficient job performance
• Complete assignments in a timely fashion; understand and comply with all rules, policies and regulations
• Maintain prompt and regular attendance
• Perform all essential and marginal functions as assigned by an authorized employee, supervisor and/or manager with or without a reasonable accommodation

Preferred Knowledge, Experience, And Training

• Associate's Degree in Accounting, Business Administration or related field
• 5 years of progressively responsible experience with first and/or third-party collections
• Conversational skills in Spanish
• Good knowledge of bankruptcy law and related matters
• Functional knowledge of billing rules, regulations, and procedure
• Financial records methods including maintaining, adjusting, and applying credits and debits to utility accounts
• Detailed knowledge of collection procedures and techniques, process serving regulations and practices
• Procedures of bankruptcy and district courts
• Fair Debt Collection Practices and the Fair Credit Reporting Act
• Financial recordkeeping methods including maintaining, adjusting, and making credits and debits to utility accounts
• Fiscal recordkeeping

Special Requirements
Applicants must be able to pass:

• City of Boise background check processes which includes a criminal history check and reference checks in accordance with the City of Boise Hiring Process Regulation
• Credit History Check

Working Conditions

The physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Efforts
While performing the duties of this job the employee is occasionally lifting/carrying up to 10 pounds. Also, the employee is rarely pushing/pulling up to 10 pounds. The noise level is always moderate. Work includes the sensory ability to talk and hear. Work in this position also includes close vision. Employees will sit. Position requires hand/finger dexterity.

This job has expired.