Quality Manager overseeing and managing billing quality processes and audits at WM. Engaging stakeholders and ensuring billing accuracy and improvements across departments.
About the role
- Utility Billing Lead providing guidance to Utility Billing Clerks while managing utility billing processes in Hamilton. Engaging with clients and resolving billing inquiries effectively.
Responsibilities
- Provides technical and functional guidance to Utility Billing Clerks
- Responsible for reconciliation of utility and general ledger accounts
- Maintains up-to-date utility ownership records
- Processes work orders, audits meter readings, performs adjustments and refunds
- Approves debit authorizations from financial institutions
- Oversees the City’s collections process
- Provides customer service to Hamilton Utility clients
- Fields and cascades customer inquiries, complaints, and escalations
- Analyzes and prepares various reconciliations for general ledger accounts
- Prepares and reviews the automated meter reading files for upload directly into the billing software
- Tests and authenticates the accuracy of the rates and meter readings
- Investigates and solves any billing exceptions and irregularities
- Ensures bills are issued to customers in a timely, complete, and accurate manner
Requirements
- Demonstrated knowledge of accounting procedures and related financial reporting
- A post-secondary education in accounting and/or business administration would be an asset
- Experience in working with large scale billing and reconciliation
- Strong problem solving and mathematical skills
- Highly developed analytical and technical skills
- Proven knowledge with billing and water meter functionality will be preferred
- Familiarity with regulations, policies and by-laws governing utility billing will be considered an asset
- Excellent people skills including the ability to mentor, encourage and positively influence team members
- Ability to resolve customer issues that are unique and consist of multiple variables
- Previous experience in a customer service environment
- Must be able to relate to public with tact and diplomacy
- Demonstrated superior customer service, communication, and conflict resolution skills
- Ability to work independently with minimal supervision
- Demonstrated experience using relevant computer software applications at an intermediate/advanced level
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
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