Shire Jobs

Position Information

Functional TitleBilling and Collections Supervisor

Recruitment Category TypeStandard

Functional CategoryCustomer Service

GradeGS.11

FLSA StatusExempt

Requisition Number24-0299

Number of Vacancies1

Job LevelSupervisory

Job CodeN/A

Job Description Summary

Organization NameBilling & Revenue Protection

Reports toDivision Manager, Billing & Revenue Protection

Full or Part TimeFull Time

If Part Time how many hours per week

Regular or TemporaryRegular

Position End Date (if temporary)

Work Schedule

M-F; 8:00am -4:30, with additional hours as needed

Position LocationLaurel

Position Summary Information

General Summary

TheBilling and Collections Supervisoris responsible for ensuring timely and accurate billing of customer accounts per actual meter readings, and collection of payments to maintain accounts in good standing. This position is also responsible for coaching and training employees and monitoring direct reports’ work performance under the management of the Billing and Revenue Protection Division Manager.

Essential Functions

• Supervises employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination

• Maintains revenue by monitoring significantly complex accounts and expeditiously resolving all adjustment and payment issues

• Monitors billing reports to ensure accounts are accurately billed, including the Daily No Bill, Estimated Bill, Illegal, and Billing Error Reports, and monitors open High Bill Adjustment Cases.

• Monitors the quality and volume of completed adjustments and provides feedback to enhance performance

• Coaches staff to resolve problems and ensure that guidelines are consistently followed

• Coordinates processing of large meter field activities which include meter testing and large meter changes.

• Evaluates, resolves, and approves adjustments for complex and multi-metered accounts.

• Researches information in C2M, ODM , MMIS , E-Permits, Google Maps, skip tracing, USPS website, and other databases as required to resolve all billing discrepancies.

• Serves as subject-matter expert and liaison to internal and external WSSC Water customers to resolve complex billing inquiries and disputes.

• Analyzes and approves all refund requests within supervisory authority leve

• Acts as WSSC Water witness for Refund Hearings that are held in person at the support center, which entails a thorough review of customer accounts and the ability to effectively explain adjustments to the Refund Hearing panel and WSSC Water customers.

• Evaluates high risk accounts to implement recommendations for resolution.

• Works with customer communication specialists, customer service center supervisors and other WSSC Water departments to resolve billing inquiries or problems and explain complex adjustments

• Testifies in person as a WSSC Water witness in county court proceedings.

• Schedules turn-offs, turn-ons, and payment investigations to facilitate timely provisioning of service to customers and collection of delinquent accounts

• Accompanies technicians in the field to collaborate, listen to concerns, participate in ride alongs or to provide support dealing with customers or circumstances preventing the execution of field work.

Other Functions

• Monitors various unit reports, prepares statistical analyses, and performs special projects as assigned

• Assists Accounting, IT and other units with specialized end-user testing for newly implemented processes

• Makes recommendations for continuous improvement of unit operating efficiency and performance

• Conducts telephone monitoring and dialer coaching sessions

• Performs other related duties as assigned

Work Environment And Physical Demands

Work is performed in a standard office environment.

Required Knowledge, Skills, And Abilities

• Ability to gain thorough knowledge of WSSC Water billing systems

• Ability to gain good knowledge of databases used to conduct research to resolve billing problems

• Ability to gain knowledge of WSSC Water’s adjustment policy, WSSC Water Code and Plumbing regulations pertaining to customer billing and account adjustment, and office procedures

• Demonstrated understanding of complex billing adjustment processes

• Ability to evaluate varied and complex information, make decisions under time constraints, and accurately perform detailed mathematical computations

• Excellent organizational, analytical and decision-making skills

• Ability to communicate effectively verbally and in writing

• Ability to exercise good interpersonal communication skills and work effectively with the public

• Ability to provide leadership and execute problem solving techniques and make independent decisions

• Ability to effectively lead, proactively manage, coach and develop employees ensuring compliance with organizational objectives

• Ability to operate comfortably in a high volume and fast paced environment

Minimum Education, Experience Requirements

• Bachelor’s degree in Business, Finance or a related field

• 3+ years’ experience making complex billing adjustments, reducing accounts with outstanding balances or high-volume transaction processing.

OR

• High school diploma or equivalent

• 7+ years’ experience making complex billing adjustments, reducing accounts with outstanding balances or high-volume transaction processing.

Additional Requirements

Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter

Preferences

Billing supervisor or team lead experience

Salary$69,257 - $117,736

Posting Detail Information

EEO Statement

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.

Close Date07/05/2024

Open Until FilledNo

Special Instructions to Applicants

Additional Information

All applicants selected will be subject to drug screening and a background check/verification.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Do you have a Bachelor's degree and 3+ years of experience in complex billing adjustments, reducing accounts with outstanding balances or high-volume transaction processing -OR- a High School diploma or equivalent and 7+ years of experience in complex billing adjustments, reducing accounts with outstanding balances or high-volume transaction processing?

• Yes

• No

• • Will you, now or in the future, require sponsorship for employment visa status?

• Yes

• No

• Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran?

• Yes

• No

Applicant Documents

Required Documents

• Resume

Optional Documents