Billing Agent II
- Full Time
The Authority is seeking a highly motivated Billing Agent II, I. SUMMARY: Responsible for ensuring customer's account bills and tracks resolution of accounts suspended for billing. Performs a myriad of billing functions and specializes in processing daily meter reading uploads/downloads, running and analyzing meter reading exception reports, resolving pre-billing discrepancies and related back-office functions, customer account consumption analysis, evaluation of accounts suspended from billing to bring them to determine how to bill accounts, billing and account inquiries, account adjustments and complex billing resolution. Performs analysis of all customer classes, and analyzes complex rate and billing structures. Investigates water loss and revenue issues and reports finding to management staff. The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a "contract" between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the CEO/General Manager. II. ESSENTIAL FUNCTIONS: . Analyzes accounts that fail exception processing of Vertex One to determine if bills can be released from suspended status using all data sources including advanced metering infrastructure (AMI), historical data and field information. . Communicates with external customers on all matters related to customer service, rates, revenue, debt and billing. . Analyzes daily queries and reports to ascertain reasonableness of billed revenue in each billing cycle to clear exceptions. . Accurately works billing/transaction batches and post to system. . Processes transactions associated with inbound and outbound customer inquiries. . Performs detailed review and analysis of government, key account and commercial accounts that include multiple meters, private deduction meters, fire line and irrigation. . Reviews and applies appropriate action to resolve exceptions in meter readings and field orders. . Handles meter download and upload coordination. . Prepares written correspondence to customers. Initiates highly technical correspondence to customers specifically addressing items of concern and issues. . Post billings to account. . Provides rate validation analysis, including high/low high and high/low low validation. . Analyzes accounts for zero consumption, conformance of metering equipment, unbilled revenue, consecutive estimates inactive accounts, residency vacancies, meter location, and abnormal reading and consumption patterns to determine if field work orders need to be issued or if other changes need to be made to ensure proper billing. Analyzes accounts and performs audits. . Provides financial data analysis on various reports and identifies anomalies. . Exhibits positive action in representing the Authority in making final determinations on customer's inquiry or problem. . Acts as Authority representative at court proceedings (and/or administrative hearings) with DC Water's legal representative both with external and internal attorneys providing required documentation to support water and sewer charges. . Performs billing and maintenance of customer's accounts, including processing service orders, adjustments, taking inbound and making outbound calls. . Troubleshoots accounts within the billing processes, batch selection issues and most exceptions. . Identifies root causes to exceptions and communicates improvements to supervisor. . Performs other related duties and projects as assigned at the discretion of the immediate supervisor. Supervisory Responsibilities: N/A Key Working Relationships: Interacts with co-workers throughout the department and the Authority, other government agencies, private organizations, and with the general public. III. EDUCATION / EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED: The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential function satisfactorily. Reasonable amounts of training are provided. . High School diploma or General Educational Development (GED) certificate and five (5) years of experience in back office processing of revenue cycle transactions coupled with experience in complex billing resolution on commercial, residential, and non-residential accounts; inclusive of one (1) year of experience in trend and forecasting analysis. A Bachelor's degree in Finance, Accounting, or Business is preferred. . Knowledge of complex rate structures, complex billing and determination of meter configuration. . Substantive knowledge of commonly used concepts, practices and procedures for billing/back office tasks. . Exceptional customer service approach to work with internal and external customers. . Strong adherence to work schedules. . Substantive knowledge of financial data analysis, revenue projections and billing trends analysis. . Excellent oral and written communication skills. Excellent interpersonal communication and conflict resolution skills. . Ability to keep pace with a busy, fast pace daily environment. . Must possess strong computer skills. Utilizes personal computer and maintains a working knowledge of applicable software programs (ie word processing, spreadsheets, e-mail, etc.) IV. PHYSICAL DEMANDS OF THE WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. . General office conditions. Other . May be required to work inclement weather conditions. . Required to have flexible work schedule and availability to work overtime, weekends, and holidays. DC Water and Sewer Authority is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.