Arlington, Virginia
May 19, 2017
May 26, 2017
Full Time
Job Title: ADMINISTRATIVE TECHNICIAN (COLLECTIONS) Closing Date/Time: Thu. 05/25/17 11:59 PM Eastern Time Salary: $42,307.20 - $64,646.40 Annually
Job Type: Full-Time Location: 2100 Clarendon Blvd., Arlington *METRO-accessible*, Virginia       Arlington County is seeking a detail oriented team member with billing and/or collections experience to join its Utilities Services Office. This office is responsible for accurate and timely billing of about 37,000 customer accounts for water, sewer and refuse billing. The department is currently immersed in a multi-year project to replace its billing system and this employee will have a significant role in assisting in the testing phase and implementation of new technology prior to going-live and will assist staff during the transition. This Administrative Technician will primarily be responsible for administering the programs (turn-off and collection) for delinquent accounts for the Utilities Services Office in the Department of Environmental Services (DES).

Specific duties include:
  • Providing exceptional front counter customer service, responding to inquiries from the public in person and in writing and responding to FOIA requests;
  • Evaluating residential and commercial delinquent accounts on a cyclical basis to determine if water service should be cut off due to non-payment;
  • Coordinating notification and service cut-off procedures with stakeholders;
  • Providing liaison with DES call center staff to resolve issues and to provide up-dated program information on guidelines, policies and procedures related to any delinquencies or delinquent accounts;
  • Documenting procedures, developing or preparing reports, delinquent notices, and cut-off tags using billing system software and/or Microsoft Office, documenting all cut-off program performance measures and creating or maintaining multiple Access or Excel files to track program activity and success;
  • Initiating follow-up action to credit payments that may have been missed or to make adjustments to late fees due to delays in payment posting and coordinating cross-departmental work with multiple units of the Treasurer's Office for monitoring daily payment postings to detect irregularities, changes to posted transactions to ensure systems are reconciled, collection administration and bankruptcy or existing lien account maintenance;
  • Composing correspondence to customers or communicating with them to elicit information or encourage payment;
  • Negotiating with customers to make immediate payments or partial payment arrangements and handling issues and/or complaints of a sensitive nature, responding with clear communication and summarizing operating procedures to customers;
  • Performing research and analysis in preparation of transferring accounts to the Treasurer's Office for collection activity;
  • Acting in a lead capacity in the absence of the Utilities Billing Manager, providing back-up support for other billing functions such as billing review and leak adjustments as directed by supervisor; and
  • Initiating business process improvements to improve efficiency and effectiveness of the program which may include new technology or collaborating with other utilities.
The ideal candidate will have excellent verbal, written, and communication skills with a strong customer service background and the ability to use various computer software programs such as MS Office Suite, and is able to multi-task, prioritize, and effectively resolve problems preceding escalation.
 Selection Criteria: Minimum: High School Diploma or equivalent, plus three years of experience providing progressively responsible administrative support functions that includes direct customer service. Up to one year of this experience must be in billing, accounting, collections administration or a related area.

Substitution: An Associate's degree (or successful completion of 60 semester hours or 90 quarter hours) in any field may be substituted for six months of general administrative support experience. A Bachelor's degree in Business or Public Administration, or in a discipline specifically related to the position may substitute for up to 18 months of general experience. Education may not be substituted for the required specialized experience in billing or accounting or collections administration.

Desirable: Preference may be given to candidates with experience in one or more of the following:
  • Writing business procedures and preparing reports using billing system software and/or Microsoft Office products;
  • Using report writing software such as Cognos, Crystal Reports, or similar software;
  • Working in a billing and/or collections environment using software systems;
  • Customer service experience which involved resolving escalated customer complaints in a utility or municipal environment.

 Additional Information: Work Hours: Monday through Friday, 8:00 a.m. to 5:00 p.m.

Please complete each section of the application. A resume may be attached, however, it will not substitute for the completed application. Your responses to the supplemental questionnaire are considered part of the selection process and are required for this position. In order to receive full credit for your experience, please ensure that you have included details of all relevant work experience on your application. Incomplete applications will not be considered.

The official title of this position is Administrative Technician II.

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