• Washington Suburban Sanitary Commission
  • $80,930.00 -124,320.00/year*
  • Laurel, MD
  • Accounting
  • Full-Time
  • 7200 Spring Valley Rd

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General Summary

The Sr. Manager, Billing & Revenue Protection manages and oversees utility billing operations including accounts management, revenue protection and claims. S/he plans, organizes and manages the activities of the Billing and Revenue Protection Division which includes billing, adjustments, payments, collections, cash balancing and delinquent collections.


Essential Functions

Directs and manages all customer billing and collections operations including claims and revenue protection

Responsible for achieving established performance metrics and targets

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

Negotiates and manages third-party vendor contracts

Works collaboratively with the Center of Excellence, leveraging workforce management, quality assurance and training to implement continuous improvement programs, including quality assurance, training and awards and recognition

Evaluates and resolves complex customer complaints/problems

Identifies, recommends and administers policies and procedures to ensure overall efficiency and productivity within parameters of Commission guidelines

Develops and maintains task descriptions and work flow for all billing and collections functions in accordance with high standards of internal control and maximum efficiency

Ensures timely reconciliation of accounts related to billing and collections including, but not limited to, accounts receivable balances, cash reconciliation, lock box accounts, incoming credit card balances, credit card processor charges, and delinquent accounts

Researches and recommends improvements in billing practices and customer service

Works collaboratively with the IT Team to ensure the effectiveness of WSSCs utility billing software (CSIS/CC&B), including coordination for upgrades, issues/problems, and decision approval for operational readiness

Works collaboratively with IT to implement new systems, as it applies to redesigned business processes, training and change management

Oversees the preparation of all correspondence to clients, customers, and third parties in response to complaints, research requests, data inquiries, etc. and maintains correspondence files and controls

Works directly with external auditors and is responsible for conducting internal audits of department operations

Establishes and maintains a customer service orientation within the Billing and Revenue Protection Division and the WSSC enterprise

Communicates with others to maximize the effectiveness and efficiency of interdepartmental operations

Facilitates effective working relationships with other departments within WSSC


Other Functions

Prepares and presents verbal, written, and other operational, analytical and statistical reports as requested

Prepares and updates public informational materials related to customer billing

Participates in WSSC committees as needed

Prepares special reports as needed

Performs other related duties as required.


Work Environment And Physical Demands

Business casual office environment.


Required Knowledge, Skills, And Abilities

Comprehensive knowledge of billing, collection and risk management practices and general accounting principles, practices and procedures

Comprehensive knowledge of customer service databases and tools

Comprehensive knowledge of principles, techniques and methods of management

Ability to plan, direct and coordinate the activities of a complex, diversified customer billing organization

Considerable ability to prepare and present reports containing financial information and data

Considerable knowledge of credit card processing, reconciliation, and related banking law

Considerable knowledge of computerized billing and collections systems and experience using personal computers to enter, retrieve, and edit spreadsheets

Ability to develop, implement and monitor financial policies and procedures

Considerable knowledge of implementing and maintaining a system of financial internal control and good knowledge of state and federal laws pertaining to collection procedures

Knowledge and skill in MS Office software

Solid knowledge of bankruptcy and property lien regulations

Knowledge of HR policies, performance coaching, planning and strategic management

Ability to analyze and interpret financial data, draw conclusions and prepare clear and concise reports and recommendations

Ability to communicate and deal with the public (including irate customers) and co-workers in a professional, positive, and effective manner.


Minimum Education, Experience Requirements

Bachelors degree in business or a related field

7+ years of customer service experience in a large organization

3+ years experience in a management role within a large billing organization

2+ years experience preparing and presenting verbal and written reports


Additional Requirements

Completion of the Washington Suburban Sanitary Commission Financial Disclosure Statement within 30 days of employment and annually thereafter.


Preferences

Experience in water/wastewater utility billing environment

Advanced business degree (MBA)


Salary
$101,867 - $155,506

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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