Billing Supervisor
PRIMARY FUNCTION: Under the direction of the Manager, Metering and Billing, the Supervisor - Billing is responsible for overseeing the daily operation and activities of billing staff to ensure timely and accurate billing of utility accounts. The Supervisor - Billing handles more difficult, complex or sensitive customer account problems; and ensures integration between meter reading, various technologies and SAP by developing, documenting, and maintaining business processes for Billing.
DUTIES AND RESPONSIBILITIES:
1. Provides day to day leadership and works with staff to ensure a high level of performance, and production, and an effective environment that supports achieving timely and accurate billing.
2. Serves as an escalation point for billing related customer concerns and issues escalated by the team or the Customer Care Center. Research customer concerns and resolve complaints of a more difficult, sensitive or technical nature in accordance with the Rules and Regulations as approved by the Nova Scotia Utility and Board.
3. Maintains documents related to billing and Monitors the timely reconciliation of accounts related to billing and payment processing including but not limited to accounts receivable balances, cash reconciliation, adjustments, deposits, write-offs and delinquent accounts.
4. Liaise and monitor contracts with third party service providers including software providers, printing, mailing services, and banking partners; participates in procurement and management of any third party billing mailing, banking and printing services.
5. Provide support for Stormwater appeals team by providing account and billing information, manage exemption and adjustments.
6. Reviews account records/history and issues or approves adjustments to customer accounts to correct errors or resolve escalated disputes.
7. Recommends, implements and coordinates new procedures and policies related to billing to ensure a more efficient and effective operation; participates in training of staff in work procedures and maintains training documentations.
8. Assists the Manager of Metering and Billing in the interview and hiring process, and fills in for the Manager during absences.
9. Coordinates and supports the meter reading post-processing process, weekly billing, dunning and pre-authorised payment processes.
10. Participate and help in year-end financial audits and report generation for both internal and external customers.
11. Responsible for day-to-day scheduling and approving/reporting vacation, absences and accidents for reporting staff and managing ongoing attendance as per corporate policy.
12. Compiles, tracks, and produces statistical reports with regard to collections, billing adjustments, billing accuracy, employee performance, training records, and attendance.
13. As required, support the implementation of projects and initiatives in order to achieve department objectives.
14. Fosters and supports a strong team spirit that supports and motivates team members and encourages development, growth, and a positive environment that supports process improvements and staff development.
15. Acts as a resource to other departments helping with integration of business processes which impact customer accounts and billing.
16. Performs other related duties and responsibilities as required.
REPORTING RELATIONSHIPS:
Reports to: Manager, Metering and Billing
Supervises: Billing Coordinators, Billing Edit Clerks, Meter Reading Coordinator
MINIMUM QUALIFICATIONS:
Education:Post-secondary education - a degree in Business Administration, Commerce, Accounting, or a related field or an acceptable combination of education and experience.
Experience: Must have minimum 2-3 years of experience in a customer service environment including collections, direct customer interaction, Cayenta and cash management.
Certificates/Licenses/Registrations:
• Must be willing to undertake and maintain the following safety training:
• First Aid
• WHMIS
Other Knowledge, Skills, Abilities:• Strong technical skills including proficiency in utilizing computer systems with emphasis on Microsoft Office applications, SAP, CRM, and CMMS, meter reading
• Self-motivation, independence and discretion within established guidelines
• Experience developing, implementing, documenting and monitoring business processes
• Excellent problem solving skills
• Excellent planning and organization skills
• Team player attitude
• Communication and Interpersonal skills; leadership
• Strong attention to detail and customer service skills
• Strong motivator with a positive attitude
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