Customer Account Specialist; Remittance & Suspense

Customer Account Specialist (Payment Remittance & Suspense)

Are you interested in joining a team that values collaboration and innovation, encourages professional development, and embraces continuous improvement in an evolving business environment? Our Payment & Collections team is hiring a Customer Account Specialist to manage payment remittance operations, ensuring the timely and accurate processing of payments received through drop boxes and incoming mail. You will directly influence and support Payment & Collection programs that are vital to the success of our organization.

This role also provides critical support to Business Account Management, New Construction, the Customer Service Center - and more - including supporting Payment Processor Leads. The ideal candidate demonstrates exceptional accuracy, strong attention to detail, and analytical and problem-solving skills.

Please note that this position is designated as an onsite role and requires regular in-office work at the Utilities Customer Service Center (UCSC).

What Else Will You Be Doing?

• Ensuring all customer payments are collected, reconciled, and processed accurately and in a timely manner
• Evaluating utility payment program effectiveness and identifying process improvement opportunities
• Reviewing payment records, investigating discrepancies, and resolving payment-related issues and errors
• Managing and maintaining the suspense account by researching unapplied and misapplied payments to determine appropriate posting and resolution
• Collaborating with multiple departments to research and ensure proper payment allocation and account reconciliation
• Serving as the primary point of contact with armored car and payment processing vendors, and coordinating daily activities to support efficient payment operations

Who You Are

The successful candidate will bring experience in payment processing and/or cash handling in a retail or banking environment, in addition to excellent problem solving and customer service abilities. The following skills, abilities, and competencies are highly valued for this role:

• Ability to collaborate and inspire others to solve problems and make sound decisions
• Ability to communicate professionally, clearly, and concisely both verbally and in writing
• Proficiency with Microsoft Excel
• Demonstrated experience with Oracle Customer to Meter (C2M)
• Strong attention to detail and accuracy; dependability; self-motivated; adaptability; ability to perform well under pressure

Physical Requirements and Working Conditions

Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary work. Even though the weight lifted may be of only negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree;

or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those is negligible. Positions in this class typically require talking, hearing, seeing and repetitive motions within an office working environment.