Supervisor III - Billing and Payments

GENERAL DESCRIPTION Under the direction of the Division Manager – Utility Office, the Supervisor III – Billing and Payments oversees the billing and payment operations within the Customer Service Division. This role focuses on managing a team of Billing and Payment Specialists to ensure accurate and timely utility billing, collections, and payment processing. The Supervisor III – Billing and Payments is responsible for leading the team, implementing best practices, and ensuring compliance with all relevant regulations. SUPERVISION EXERCISED This position exercises direct supervision over the Billing and Payment Specialists. IMPORTANT AND ESSENTIAL DUTIES Plan, schedule, assign, direct, monitor, and supervise the daily activities of Billing and Payment Specialists to ensure efficient and effective operations. Ensure the accurate and timely processing of utility bills, payments, and collections. Oversee the preparation and distribution of regular, delinquent, and final bills. Manage the setup and administration of automated billing and payment systems, including ACH files, bank drafts, and handling NSF items. Validate balances, reconcile daily receipts and transactions, and prepare bank deposits and related reports. Develop and implement standardized procedures and best practices to ensure compliance with city, state, and federal regulations. Monitor and analyze billing and payment metrics to identify trends, areas for improvement, and training needs. Provide coaching, mentoring, and professional development opportunities for staff to enhance their skills and performance. Conduct regular performance evaluations, provide constructive feedback, and implement performance improvement plans as necessary. Maintain detailed records of all billing and payment activities for reporting and regulatory compliance. Respond to and resolve escalated billing and payment issues in a professional and timely manner, adhering to city policies and procedures. Coordinate with other divisions and departments to resolve complex customer issues related to billing and payments. Provide support and guidance to staff in handling customer inquiries and disputes. Lead initiatives to continuously improve billing and payment operations, incorporating customer feedback and industry best practices. Stay informed about trends and developments in utility billing and payment processing to ensure the department remains current and competitive. Develop and manage projects aimed at enhancing the efficiency and accuracy of billing and payment processes. OTHER JOB-RELATED DUTIES Perform other job-related duties and responsibilities as assigned KNOWLEDGE, SKILLS, AND ABILITIES Knowledge of: Principles and practices of utility billing and payment processing. City, state, and federal regulations related to utility billing and collections. Billing and payment software and technology tools. Basic accounting and financial principles. Skill to: Lead and manage a team of billing and payment professionals. Ensure accuracy and timeliness in billing and payment processing. Communicate clearly and concisely, both orally and in writing. Analyze data and generate reports to inform decision-making. Ability to: Problem solve, direct, supervise, and review the work of assigned employees to achieve full performance and high morale. Thrive in a fast-paced environment, multi-task, perform well under pressure, and effectively manage competing and/or changing priorities. Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally. Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do. Lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect. Experience and Training Guidelines: For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through: Experience: Five (5) years of experience in billing, payment processing, accounting or finance is required. Two (2) years of experience in a supervisory or management role, preferably in a utility or similar environment, is required. Education/Training: A high school diploma or GED is required. An Associate’s or Bachelor’s degree in Public Administration, Business Management, Business Administration, or a related field is preferred. License or Certificate: A valid Texas driver’s license or the ability to obtain one within ninety (90) days of employment or a military waiver is preferred. Special Requirements: Essential duties require the following physical skills and work environment: Bloodborne Pathogens training is required within Sixty (60) days of employment. With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday: ___ Sedentary – lifting of no more than 10 pounds _X_ Light – lifting no more than 20 pounds; carrying up to 10 pounds ___ Medium – lifting no more than 50 pounds; carrying up to 25 pounds ___ Heavy – lifting no more than 100 pounds; carrying up to 50 pounds ___ Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds Physical Demand Codes: The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task: Codes for how often: N = No E = Extensive (100 – 70% of the time) M = Moderate (60 – 30% of the time) I = Infrequent (20 – 10% of the time) A = Almost Never (Apply Job!