Position Information

Posting Title Utility Account Supervisor - Remittance Processing

Job Requisition Number AE503870

Position Number 110425

Job Type Full-Time

Division Name Customer Account Management

Minimum Qualifications

• Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus five (5) years of experience providing customer service, including two (2) years of experience which were in a lead or supervisory capacity.

• Related experience may substitute for education up to a maximum of four (4) years.

  Licenses and Certifications Required:

None.

Notes to Applicants

Daily supervision of Remittance Processing including: Responsible for leading daily operations ensuring the assignment and completion of work, achieving unit goals, coaching, counseling, development of staff and performing evaluations. Development, revision and implementation of standard operating procedures, policies, and practices. Establishes workgroup performance measures, analyzes, and complies data and prepares reports for management review.

Supports team through change management and innovation; leads process improvement and quality initiatives focusing on the customer experience. Provides hand-on support to team, assists with daily payment processing as needed, ensures daily vendor, bank, and billing system reconciliation. Leads resolution of vendor technical and reporting issues. Role partners with internal utility and external stakeholders in overseeing the prompt posting, reconciliation, and resolution of escalated customer payment issues of all payment channels. Performs, complex research and analyzes vendor reports to resolve reconciliation discrepancies, requires intermediate Excel and Accounting knowledge and experience.

In addition this position will:

• process mail on large mail machinery

• Lifting mail trays and pushing a dolly with mail weighing 25 to 35 pounds

• Pick up customer payments from post office and payment drop boxes, will be exposed to all types of weather conditions

• Position works onsite with ability to telework, telework days may be impacted due to staffing levels

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 (http://www.austintexas.gov/department/active-employee-benefits) for more information.

Employment Application:

The City of Austin employment application is an official document; incomplete applications will not be considered.

• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.

• 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.

• 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.

Work Schedule:

• Work hours may include after hours, holidays, and weekends.

• Shifts may change according to departmental needs.

• Employee may be required to work additional hours outside of regular work schedule.

Fair Labor Standards Act:

This position is considered FLSA Exempt. Exempt employees are salaried and, except as provided, are not eligible for overtime compensation.

Travel:

If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Essential:

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.

Pay Range

$30.70 – $38.37

Hours

Monday through Friday,

5:30 a.m. to 2:30 p.m.

• Work hours may include after hours, holidays, and weekends.

• Shifts may change according to departmental needs.

• Employee may be required to work additional hours outside of regular work schedule.

  Job Close Date 10/31/2024

  Type of Posting External

  Department Austin Energy

  Regular/Temporary Regular

  Grant Funded or Pooled Position Not Applicable

  Category Professional

  Location 2500 Montopolis

  Preferred Qualifications

• Experience working with complex billing, bookkeeping, or accounting computer systems, such as an enterprise application for accounting or billing (e.×. CC&B).

• Experience working in a payment remittance or accounting department.

• Experience with vendor management and reconciling vendor files

• Intermediate skills using Microsoft applications, including Excel and SharePoint.

• Experience developing, revising, and implementing standard operating procedures, practices, and policies.

• Ability to work on and lead a team of diverse people and differing work styles.

• Experience with process improvement, change management, and employee development.

• Have the ability to travel to multiple sites as necessary.

  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.

• Supervises utility account management activities to ensure timely and correct data related to bill production.

• Assists in resolving customer conflicts and provides options to ensure customer satisfaction.

• Develops, revises, and implements standard operating practices, policies, and procedures for the section/division. Determines goals/objectives/resource requirements for activities within the division.

• Oversees billing, collections, payment, and payment arrangement functions.

• Reviews and approves account documentation. Ensures accuracy of City of Austin Utilities systems of record.

• Provides technical advice and assistance to employees, City management, contractors, and citizens.

• Coordinates division activities with other divisions and departments.

• Prepares financial summaries, operational performance measures, data, and reports for management review.

• Plans, develops, implements, and conducts ongoing education and in-service training programs.

• Provides employees with guidance in handling difficult or complex problems and resolves escalated complaints or issues.

Responsibilities- Supervision and/or Leadership Exercised:

Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

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 rate structures, utility usage, and conservation methods.

• Knowledge of utility conservation methods and procedures applicable to commercial, industrial, or residential uses.

• Knowledge of supervisory and managerial techniques and principles.

• Knowledge of City practices, policies, 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 calculate services and rate classification for commercial, industrial, or residential applications.

• Ability to work with frequent interruptions and changes in priorities.

• Ability to establish and maintain good working relationships with City employees and the public.

  Criminal Background Investigation This position has been approved for a Criminal Background Investigation.

  EEO/ADA

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • This position requires graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus five (5) years of experience providing customer service, including two (2) years of experience which were in a lead or supervisory capacity. Related experience may substitute for education up to a maximum of four (4) years. Do you meet these minimum requirements?

• Yes

• No

• • Describe your experience in a lead or supervisory capacity in a customer service role. Please indicate your years of experience as well as the position(s) listed on your application that support(s) your answer.

(Open Ended Question)

• • Please describe in detail your experience working with complex billing, bookkeeping, or accounting computer systems, such as an enterprise application for accounting or billing, preferably CC&B.

(Open Ended Question)

• • Please describe in detail your experience working in a payment remittance or accounting department.

(Open Ended Question)

• • Please describe in detail your experience with vendor management and reconciling vendor files. Please include job title and years in position in your answer.

(Open Ended Question)

• • Please describe in detail your experience using Microsoft applications, including Excel and SharePoint.

(Open Ended Question)

• • Describe your experience developing, revising, and implementing standard operating procedures, practices, and policies.

(Open Ended Question)

• • Describe your experience with leadership application of process improvement, change management, and employee development.

(Open Ended Question)

• • This position is categorized as "Essential Personnel". Essential Personnel are considered critical positions and may be required to work during emergencies outside of or in addition to the normal schedule. If offered the position, are you willing to work scheduled and unscheduled hours as mandated by the needs of the business?

• Yes

• No

• • If selected for this position, are you able to travel to multiple sites throughout the work day, when required?

• Yes

• No

• • This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

  Optional & Required Documents

  Required Documents

  Optional Documents

  Contact City of Austin Employment Services

  Office: 512-978-JOBS (5627)

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