Utility Billing Specialist

Utility Billing Specialist
City of Highland Park
 Highland Park, Illinois
Job Description

Primary Purpose:

The Utility Billing Specialist performs comprehensive, detail-orientated coordination, financial analytics, customer service, and administrative work in administering the utility billing operations for the City’s utility customers, ensuring effective, efficient, and accurate financial operations.

Supervision Received: Reports to the Deputy Finance Director.

IMRF pension eligible position

Essential Duties and Responsibilities:

  • Manages and administers Water and Sewer Utility customer accounts and records, which includes, but is not limited to:
  • Observing municipal ordinances in regards to utility billing, billing codes, collection, application for service, and deposits,
  • Creating and maintaining customer accounts and records,
  • Managing full water billing cycle including regular billing, delinquency, and water termination notices and processing,
  • Processing and mailing customer bills with third-party printing service and managing the City’s relationship with vendor,
  • Collecting and posting of customer payments,
  • Processing adjustments, transfers, refunds, and credits,
  • Creating and/or modifying utility billing forms, letters, tags, and applications, and
  • Ensuring utility billing process documentation is updated.
  • Manages daily utility billing cash receipts and customer payments. which includes, but is not limited to:
  • Verifying that transactions comply with financial policies,
  • Resolving financial hardship situations while maintaining positive relationships, including negotiating and implementing payment plans and/or waiving late penalties, consistent with City policy and procedures,
  • Researching foreclosures, bankruptcies, judicial sales, and property transfers and performing other research to collect money owed, and
  • Calculating and processing refunds including non-sufficient funds and transfers of payments.
  • Provides utility billing customer service, which includes, but is not limited to:
  • Overseeing and communicating with utility billing customers.
  • Responding to utility billing customer inquiries,
  • Resolving utility billing concerns in coordination with Public Works staff and other Finance staff, and
  • Assisting customers with establishing electronic access to the utility billing customer portal.
  • Coordinates with Public Works staff regarding water meter and water service related inquiries and issues, including service order entry and processing.
  • Loads customer accounts from water billing software into multiple meter reading software. Analyzes and prepares meter reading reports including exceptions.
  • Evaluates meter readings and consumption for water accounts, reviewing for possible problems. Prepares service orders as necessary for Public Works staff.
  • Manages the City’s web-based water usage portal including advocacy, communications, customer service, training, maintenance, and vendor relationship.
  • Enters water meter readings and adjustments.
  • Coordinates with the Building Division for tracking and updating storm sewer billing, impervious area updates, address changes, and new developments related to utility accounts.
  • Performs research and financial analytics to ensure the City does not have unbilled/lost revenue and/or to suggest additional methods of increasing revenue through water billing. Resolves any identified unbilled/lost revenue situations. Develops proposals for increased revenue methods.
  • Leads implementation of utility billing software and programs.
  • Proactively evaluates and analyzes readings, consumption, and exceptions.
  • Continually evaluates utility billing functional areas for effectiveness, efficiency, and development, creating and implementing recommendations in coordination with the Deputy Finance Director, the Accounting Manager, other Finance staff, and Public Works staff.
  • Performs accounting or financial office support work and assists with special projects as assigned. Performs other related job duties or responsibilities as requested or required, whether or not specifically mentioned in this job description. May act as backup for other Finance Department personnel.

Required Minimum Qualifications:

The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

  • Graduation from an accredited college or university with a degree in accounting or finance, or equivalent work experience.

Experience:

  • One to three years of previous UB/Finance experience or an equivalent combination of education and experience to successfully perform the essential duties of the job such as those listed above. Experience in municipal accounting and proficiency in computer software, including but not limited to Microsoft Office, Municipal ERP or Accounting software, and Crystal Reports desired.

Certification or License:

  • CPA and/or CPFO a plus.

Required Knowledge, Skills, and Proficiencies:

  • Working knowledge of modern governmental accounting theory, Generally Accepted Accounting Principles and practices; considerable knowledge of internal control procedures and management information systems; working knowledge of office automation and computerized financial applications; some knowledge of public finance and fiscal planning; ability to prepare and analyze complex financial reports and interpret data to formulate conclusions; ability to maintain efficient and effective financial systems and procedures; ability to accurately account for City funds; ability to proactively take action to achieve established goals without constant supervisory direction; ability to maintain stable work performance under pressure and relieve stress in acceptable manner to employee and organization; ability to take responsibility for actions and decisions at individual and organizational levels; ability to establish and maintain effective working relationships with employees and city officials; ability to communicate effectively, orally and in writing; ability to work safely and promote a safe work environment; ability to prioritize, organize and complete required duties in a timely and accurate fashion. Discretion when handling confidential information. This position must exercise excellent judgment and perform routine, detailed analytical work with financial accuracy. A high level of customer service, interpersonal and team building skills.
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