Job Details
Description
Investigate potential missing bills according to department procedures. Analyzes payment history and obtains copies of bills via mail, fax, or by composing a template in order to ensure timely receipt of utility bills.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
Researches potential missing utility bills by reviewing payment history account posting and status of check clearing to determine whether further action is required on notices.
Contacts utility vendors via telephone to acquire copy of bill that is missing. Verifies address and those payments have been applied to proper account.
Negotiates a date extension for receipt of payment or arranges alternative solutions to avoid the shut off of a client’s utility service. Negotiates with the vendor regarding removal of late fees and penalties assessed to the account.
Prepares and provides written correspondence via email or fax of copy of check remittance to vendors as deemed necessary to resolve shut off possibility.
Interacts with vendors and other internal research departments to answer questions and to resolve account and billing discrepancies.
Operates within the research and resolution databases on a daily basis. Organizes daily work within the termination research and missing bill databases utilizing department standards and procedures in prioritizing and identifying the most critical research items.
Provides and maintains concise documentation of research as per department guidelines.
Provides and maintains accurate production task time sheets and updated departmental standards and procedures.
Attends periodic in-house training sessions.
Performs utility termination notice research and vendor address corrections.
Other duties as assigned.
KNOWLEDGE AND MINIMUM REQUIREMENTS:
Ability to effectively communicate and maintain a positive composure.
Possess good interpersonal skills.
Well-developed organizational skills in order to handle multiple tasks simultaneously and prioritize work.
Ability to operate standard office equipment including, but not limited to, computers, copiers, calculators, and facsimile machines.
Good analytical and problem solving skills.
General knowledge of various Microsoft applications.
High school diploma or equivalent required.
6 months of previous telephone experience normally acquired working in a customer service or collection position or equivalent work experience.
General knowledge of the principles and practices of the utility billing process.