Utility Account Specialist - Remittance Processing

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:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• •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 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. Please click HERE for more information.

Pay Range: $30.19- $37.44 per hour

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

Location: 4815 Mueller Blvd, Austin, Texas, 78723

Employment Application:

• •The City of Austin employment application is an official document; incomplete applications will not be considered.
• •The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held.
• •Starting salary will be based on overall relevant experience from your application.
• •Responses to the Supplemental Questions inquiring about experience should be reflected on application.
• •Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• •Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
• •Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.

If you are selected as a top candidate:

• •Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution
• •If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• •This position requires a criminal background investigation.

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.

Work Schedule:

Schedule: 5:30 AM - 2:30 PM

60% COA telework policy

• •This position is categorized as Essential Personnel with the City of Austin. Essential staff are required to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Essential employees ensure the continuance of key operations to maintain the safe delivery of electric service for the City of Austin.
• •