Resolution Supervisor - City of Corpus Christi : Job Details

Overview Tho supervisor Is responsible for managing up lo 25 staff members. The responsibilities include but are not limited to; ensure customers are provided a high level of customer service, resolution for complex billing Issues/disputes and collection or delinquent accounts and bad debt, customer inquiries are taken via various forms of customer intake such as inbound cell a, callbacks, emails, outbound outreach, in-person and on-line service requests. It Includes but not limited to, establishing new services transfers and disconnects of services, research/ verification, arrangement on delinquent balances, collection of bad debt, and identifying and rectifying unauthorized usage of city services. The primary focus is to obtain revenue for the City, thus minimizing loss of funds. The supervisor is also responsible for working with up to 11 internal departments and third-party collection agencies. In addition, the supervisor is responsible for reviewing requests for leave time, managing staff workflow, special projects, hiring of staff, performance evaluations, training, and disciplinary proceedings, accurately reporting bankruptcy and legal claims to the Legal Department, submitting information for open records requests, approving/ denying of utility adjustments, deposits, refunds, low-income assistance program Operation Heat Help, troubleshooting/ testing of billing software and utility liens placed against business accounts. Responsibilities • Research's customer claims of billing disputes • Maintains above average knowledge if the City's complex billing system and role structure to recognize problems on utility accounts that would contribute to billing or other account inaccuracies or abnormalities • Required to calculate and be familiar with Winder Quarter Average for residential accounts • Knowledgeable of the City's automatic meter reading, Maximo and Infor system to effectively communicate utility usage to citizens • Familiar with all billed City services and keep abreast of changes to the Utility Rate Structure, City's Code of Ordinances and policies/ procedures that affect customer bills • Assist customers in understanding the complex billing system • Troubleshoots with internal departments to resolve customer issues related to billing • Issue work orders to correct errors or malfunctions with the City's metering equipment • Reviews all requests for account adjustments, refunds, and deposit credits • Approves or denies based on internal policies/ procedures and ordinances • Monitors internal audits of staff processes, customer interactions and adjustments to ensure compliance with policies/ procedures • Runs and reviews reports regarding account exemption/ delinquency/ collections • Above knowledge of Infor, Aclara One, Maximo and additional utility databases used to verify or corroborate information provided by customers such as personal identification, leases, settlement statements, deeds, payment issues, etc to avoid fraudulent account activity • Works closely with property owners, property managers, title companies and tenants, and will use their discretion, based on the information provided, to determine if accounts can be established • Works closely with landlords, property managers, title companies, and tenants to confirm practices are aligned with city ordinances, policies and procedures • Research bankruptcy claims, flag accounts and prepare proof of claim to be filed with the Legal Department • Processes all bankruptcy discharges and denials as received • Review and approved claims prepared by lead staff • Prepare all open record requests and any other legal related matters • Oversees established processes to stay in compliance with Red Flag Policy • Works alongside other internal departments to ensure escalated issues are verified and completed in a timely manner • Troubleshooting and testing alongside the IT Department for billing software issues that may be impactful to customer accounts • Reviews payment plans for customers to avoid disconnection of services and subsequent collection activity. In addition, adhering to the established city policies/ procedures set forth by upper management team • Manages collecting and minimizing financial losses by enforcing collection policies/ procedures for customer accounts disconnected for nonpayment • Continuously monitors the effectiveness of the employee's efforts to collect thus minimizing the losses • Monitors delinquent payment plans and takes necessary collection action if agreements are broken • Monitors delinquent utility accounts and schedules the disconnection of services • Oversees the identification, reporting and rectifying of unauthorized usage of utility services • Coordinates with Utility Code Enforcers/ Admin staff to schedule disconnection of services • Monitors monthly reconciliation and invoicing of accounts sent to collection agency and collection/ identification of bad debt received by Utility Accountant • Works closely with collection agency to review escalated disputes and updates to Credit Reporting Agencies on behalf of customers • Reviews customer applications eligibility for the low-income assistance program available and submits appropriate referrals • Works closely with various local agencies, receives award memos, notates commitments to customer accounts sent in from area agencies • Counsels customers on water and gas conservation to help improve awareness of usage • Reviews accounts for eligibility enrollment into the Operation Heat Help Program and submits memos to Finance in order to have payments posted to customers accounts • Ensure low-income assistance programs referral list is updated and kept current • Provides a higher level of customer service to act as a final resolution for referrals from other City departments such as, but not limited to; Utility Call Center, Development Services, Central Cashiers, Legal Department, Solid Waste, SMF, Wastewater, PIO, City Manager, Mayor's office, Gas and Water Department • Effectively communicate verbally and in writing with the public • Thorough understanding of all City Services in order to resolve any and all issues referred to the Utility Resolution Department • Maintaining professionalism during stressful situations and resolving issues by set deadlines • Ability to deal with aggressive and irate customers while maintaining a calm demeanor • Approval of leave requests and monitoring staff time cards to ensure accurate payroll processing • Monitoring employee service levels by group meetings, one-on-one interactions and yearly reviews • Prepares job postings, interviews, hires and processes disciplinary proceeding as needed • Ensures employees are up to date on all departmental business processes, policies and procedures and make amendments where needed • Makes suggestions for improvements in processes • Communicates with other internal and external supervisors to ensure business processes between teams are successful and meet customer needs • Ensures coverage in all areas of customer intake (inbound calls, callbacks, appointments, emails, on-line service applications, outbound reach) • Monitors Cisco Finesse supervisor desktop to ensure customer traffic is handled efficiently • Allocates staff to various areas of customer intake depending on volume • Monitors up to three email extensions for UBO department related to customer intake to ensure proper handling and identify customer trends • Oversees all special projects regarding improvement and internal auditing • Researches and listens to resolution staff calls for training, auditing and resolution research • Compiles and records customer intake reports for upper management and benchmark reporting Oline File Center and OUE Administrator • May be asked to perform other duties as assigned Position Type and Typical Hours of Work • Exempt - Full-Time • Non - Rotating 40-hour work week, Monday - Friday, 8:00 am - 5:00 pm; must be available to work additional hours as needed. Flexibility to work evenings, weekends, and holidays is a schedule requirement • In the event of an emergency, employees are required to work to provide for the safety and well-being of the public, including the delivery and restoration of vital services. The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. This job description is subject to change as the needs and requirements of the job change. Minimum Qualifications • Associate's Degree (AA/ AS); or two (2) year technical certificate • Four (4) years of experience Licenses and Certifications Required • A valid driver's license is required; successful out-of-state candidates must be able to obtain a valid Texas driver's license within 90 days of hire Employment Testing Employment is contingent on passing any post-offer pre-employment screening as listed below: • Criminal Background Check: Yes • Motor Vehicle Record Check: Yes • Drug Screening: Yes • Physical Exam: Yes Basis of Rating A recruitment consultant will evaluate all applications against the posted qualifications. The city may also conduct additional skill assessment tests, in addition to the panel interview. Supplemental Information • Any position that lists a minimum qualification for education level and/or license/certification will require the applicant to provide proof of documentation if selected for hire into the position with the City of Corpus Christi. The City of Corpus is an Equal Opportunity Employer and complies with the Americans with Disabilities Act and Uniformed Services Employment and Reemployment Rights Act (USERRA). If you require an accommodation in order to apply for a position, please request assistance from the Human Resources Department.