Customer Accounts Representative - Jobs in Spruce Grove, AB

Job Description

Competition Number:RR 2022 0085Position Title:Customer Accounts RepresentativeJob Number:J1022-0968Job Type:Permanent Full TimeDivision - Department:Corporate Services - Finance - Revenue & Taxation - Utilities & Customer AccountsDate Posted:October 24, 2022Closing Date:November 2, 2022 at 10PM MSTThe City of Spruce Grove is a fast growing, dynamic city committed to building and maintaining a fiscally responsible community that serves our residents, attracts visitors and promotes future growth. Through the actions of the Values We Live By, accountability, communication, leadership, integrity and respect are encouraged, while maintaining a work, play balance.Position Overview:This is a customer service focused, front-line position responsible for both cash handling priorities and being the first point of contact for all utility account services and inquiries. This position is also responsible for front-line reception which comprises operating the multi-line switchboard and providing in-person reception for City Hall. This position has shared accountability with other Customer Accounts Representatives in the same role and works closely with all functional areas of the Treasury section. This position reports to the Assistant Controller - Treasury.Responsibilities:1. Cash Handling

• Receipt all funds received at City Hall as well as any funds deposited into general operating account.
• Consolidate all satellite batches to create Citys daily deposit.
• Manage utility and tax pre-authorized payment program.
• Calculate pre-authorization amounts and educate customers about program requirements.
• Provide cash handling expertise to satellite locations to promote compliance with City policies and procedures.
• Tabulate and deposit transit cash fares.
• Process NSF returned items and charges.

Send letter to account owners where incorrect banking information is used.2. Customer Service

• Provide general municipal information to the public and support City initiatives and programs.
• Monitor and route emails received through the Citys general inbox.
• Create electronic work orders to document and route requests for service.
• Educate customers with general information regarding tax and utility pre-authorized payments.
• Act as the first point of contact for all utility inquiries received via telephone, electronically or in person with the goal of providing same day service. Determine customer needs and explain billing practices and service delivery.
• Process utility account applications, including move-in and move-out requests.
• Examine customer history to determine if applicants have prior debts with the City and discuss with applicant payment of debt.
• Collect utility account information from a variety of sources for the purpose of billing and accurately transfer data to software.
• Promote online services, e-billing and pre-authorized payment plans to customers.
• Administer online services enrollment.
• Balance customer needs with City policies. Maintain discretion and confidentiality when dealing with sensitive information and complex customer concerns, Administration or Council matters.
• Notifying customers of NSF transactions and applying applicable fees to the customer account and monitoring for repayment.
• Perform other administrative duties including updating and stocking customer account forms, preparing rental form packages and processing unclaimed correspondence.

3. General Administration

• Assist co-workers within the Treasury section and in other departments as requested or required.
• Open, sort, distribute and process in-coming mail.
• Issue monthly Transit bus passes to retail outlets. Reconcile unsold passes once pass sales are closed and maintain transit bus pass inventory.
• Account for visitors during an evacuation in compliance with the City Hall Emergency Response Plan.
• Accept tender submissions.
• Receive and dispatch parcels including providing notification to staff upon receipt.

Qualifications:

• Post-secondary one (1) year certificate in Business Administration, General Accounting or equivalent.
• Three (3) to Five (5) years experience in a cash processing and front-end customer service environment.
• Basic knowledge of accounting required.
• Knowledge of municipal operations and utility services is an asset.

If you require assistance applying to this job, please contact our support staff and refer to job number: J1022-0968.Customer Accounts Representative Position DescriptionQuick Apply

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