Account Investigator - Revenue Recovery

Job Description

This position involves investigating delinquent or final utility accounts. Responsibilities include resolving outstanding billing issues, reviewing and correcting errors in customer accounts, adjusting late fees, processing charge-offs, generating service orders, and contacting customers to resolve complaints or inquiries. Additionally, the role involves assisting customers with any other issues within an assigned area of responsibility.

Responsibilities

• Investigate delinquent or final utility accounts.
• Resolve outstanding billing issues and correct errors in customer accounts.
• Adjust late fees and process charge-offs.
• Generate service orders and contact customers to resolve complaints or inquiries.
• Assist customers with other issues within assigned responsibilities.

Essential Skills

• Collections and billing experience.
• Strong analytical thinking and investigation skills.
• Proficient in internal and external communication for resolving discrepancies.
• Data entry and call center experience.
• Reconciliation skills.

Additional Skills & Qualifications

• Experience in utilities collections.
• High volume outbound experience.
• Familiarity with CIS banner software (nice to have).

Work Environment

This is a fully onsite role with working hours from 8 AM to 5 PM. The position is part of a revenue recovery team currently consisting of nine members and a supervisor. The team is focused on a large project aimed at implementing and improving billing software. This contract is anticipated to last between 7 to 12 months, or potentially longer, as the city evolves.

Catherine Sullivan

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