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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.
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
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.
Business casual office environment.
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 softwareSolid 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.
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
Completion of the Washington Suburban Sanitary Commission Financial Disclosure Statement within 30 days of employment and annually thereafter.
Experience in water/wastewater utility billing environment
Advanced business degree (MBA)