Overview
The City of Richmond Department of Public Utilities is seeking highly qualified candidates to fill a
Customer Account Investigator
position within its
Customer Service - Revenue Recovery Division . The Customer Account Investigator is responsible for resolving customer complaints or billing queries, correcting errors in customer accounts, processing changes to accounts, and assisting customers with any other issues within an assigned area of responsibility. This position also investigates active, final, and delinquent accounts for suspected misuse or larceny of public utility products and services. Work may include collecting, compiling and recording evidence and data; generating service orders; contacting customers to resolve complaints or inquiries; and corresponding with internal or external departments of business.
Collecting, compiling, recording evidence, and remaining knowledgeable of relative City and criminal codes and collections laws;
Working in a credit/collections environment;
Investigating and processing bankrupt accounts;
Resolving complex customer or business complaints of billing inquiries;
Computing and processing adjustments to customer accounts and establishing payment arrangements for delinquent accounts;
Generates service orders requesting a customer’s utilities be shut off;
Working various reports in the area and contacting customers via letter or phone for purposes of collecting outstanding debts;
Maintaining various reports, account logs and files and the timely submission of same to supervisor and appropriate staff;
Communicating with internal and external customers in a timely and professional manner to provide and maintain good customer service delivery and be responsible for all other duties as assigned;
Handles Commercial inquiries / calculate deposits;
Research payments posting and return checks inquiries;
Performing other duties as assigned.
Minimum Training and Experience
Associate's degree in a related field
OR
Vocational or technical training beyond High School equivalent to two years of college
Two years of related experience
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
Preferred Training and Experience
Credit collection experience;
Fraud detection experience is a plus;
Must be proficient in Microsoft Office Software;
Proficient in revenue recovery methods is preferred;
Demonstrated experience with delinquent utility account collections, fraud detection, and mitigation programs;
Strong interrogation skills;
Strong communication and analytical skills;
Demonstrated experience to communicate with internal and external customers in a timely and professional manner to provide and maintain good customer service;
Three (3) to five (5) years of utility experience in gas and water disconnection is preferred.
Licensing, Certifications, and/or Other Special Requirements
May require valid Driver's License
May require valid Commonwealth of Virginia Driver's License within 30 days of hire
Knowledge, Skills, and Abilities
Considerable knowledge of CIS (Banner) utility billing software and forms;
Generating service orders;
Experience with the operation of Utilities Meters (gas/water) and interpreting their readouts;
Knowledge of the use of computer programs such as Microsoft Office Suite (Outlook, Excel, Word etc.);
Understanding of relevant City policies and procedures regarding customer service interactions;
Experience in accounting/money handling principles; Richmond City Assessor's file;
An understanding of the divisions customer service objectives; corresponding with internal and external departments;
Interpersonal communication;
Skilled in interacting with irate or irrational customers;
Utilizing problem solving and critical thinking;
Knowledge of the Fair Credit Reporting Act and the Fair Accurate Credit Transactions Act.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.
Environmental Hazards Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.
Physical Requirements and Working Environment Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly finger, talk, hear, see, and perform repetitive motions; frequently walk; and occasionally stoop, reach, stand, push, pull, lift, grasp, and feel. The working conditions may contain environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.
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The City of Richmond Department of Public Utilities is seeking highly qualified candidates to fill a
Customer Account Investigator
position within its
Customer Service - Revenue Recovery Division . The Customer Account Investigator is responsible for resolving customer complaints or billing queries, correcting errors in customer accounts, processing changes to accounts, and assisting customers with any other issues within an assigned area of responsibility. This position also investigates active, final, and delinquent accounts for suspected misuse or larceny of public utility products and services. Work may include collecting, compiling and recording evidence and data; generating service orders; contacting customers to resolve complaints or inquiries; and corresponding with internal or external departments of business.
Collecting, compiling, recording evidence, and remaining knowledgeable of relative City and criminal codes and collections laws;
Working in a credit/collections environment;
Investigating and processing bankrupt accounts;
Resolving complex customer or business complaints of billing inquiries;
Computing and processing adjustments to customer accounts and establishing payment arrangements for delinquent accounts;
Generates service orders requesting a customer’s utilities be shut off;
Working various reports in the area and contacting customers via letter or phone for purposes of collecting outstanding debts;
Maintaining various reports, account logs and files and the timely submission of same to supervisor and appropriate staff;
Communicating with internal and external customers in a timely and professional manner to provide and maintain good customer service delivery and be responsible for all other duties as assigned;
Handles Commercial inquiries / calculate deposits;
Research payments posting and return checks inquiries;
Performing other duties as assigned.
Minimum Training and Experience
Associate's degree in a related field
OR
Vocational or technical training beyond High School equivalent to two years of college
Two years of related experience
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
Preferred Training and Experience
Credit collection experience;
Fraud detection experience is a plus;
Must be proficient in Microsoft Office Software;
Proficient in revenue recovery methods is preferred;
Demonstrated experience with delinquent utility account collections, fraud detection, and mitigation programs;
Strong interrogation skills;
Strong communication and analytical skills;
Demonstrated experience to communicate with internal and external customers in a timely and professional manner to provide and maintain good customer service;
Three (3) to five (5) years of utility experience in gas and water disconnection is preferred.
Licensing, Certifications, and/or Other Special Requirements
May require valid Driver's License
May require valid Commonwealth of Virginia Driver's License within 30 days of hire
Knowledge, Skills, and Abilities
Considerable knowledge of CIS (Banner) utility billing software and forms;
Generating service orders;
Experience with the operation of Utilities Meters (gas/water) and interpreting their readouts;
Knowledge of the use of computer programs such as Microsoft Office Suite (Outlook, Excel, Word etc.);
Understanding of relevant City policies and procedures regarding customer service interactions;
Experience in accounting/money handling principles; Richmond City Assessor's file;
An understanding of the divisions customer service objectives; corresponding with internal and external departments;
Interpersonal communication;
Skilled in interacting with irate or irrational customers;
Utilizing problem solving and critical thinking;
Knowledge of the Fair Credit Reporting Act and the Fair Accurate Credit Transactions Act.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.
Environmental Hazards Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.
Physical Requirements and Working Environment Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly finger, talk, hear, see, and perform repetitive motions; frequently walk; and occasionally stoop, reach, stand, push, pull, lift, grasp, and feel. The working conditions may contain environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.
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