Research Clerk

OHWAH2
2675 Corporate Exchange Dr
Columbus, OH 43231, USA

Researches utility termination warnings, potential missing bills, and late fees. Analyzes payment history, negotiates and arranges payment with utility vendors, or executes alternative solutions as deemed necessary to avoid client shut off of utility service. Responsible for the removal of client’s late fees. Responds to calls received via the hotline.

• Under direct supervision, researches utility termination warnings, potential missing bills, and late fees by reviewing payment history, account posting, and status of check clearing to determine whether further action is required on notices according to department procedures.
• Contacts utility vendors via telephone to determine reason and amount of balance due. Verifies address and that payment has been applied to proper account.
• With guidance, negotiates a date extension for receipt of payment or arranges alternative solutions to avoid a client shut off of utility service. In addition, negotiates with the vendor removal of late fees and penalties assessed to the account.
• Prepares and provides written correspondence via email or fax of copy of check remittance to vendors as deemed necessary to resolve shut off possibility. Request replacement bills from vendor as needed.
• Processes payment research items such as misapplied and stop payments, reissue checks, and pay now. Responsible for working closely with internal staff and vendors to minimize and correct errors, answers inquiries, and resolves bill and account discrepancies.
• With some supervision, operates the termination research, missing bill, and late fee databases. Organizes daily work within the termination research, missing bill, and late fee databases utilizing department standards and procedures in prioritizing and identifying the most critical research items.
• Review and contact vendors listed on various late fee reports monthly. Determine which vendor’s late fees should be targeted and contact vendor to request removal charges based on established departmental procedures. Document the results and status of the phone call in the late fee database.
• Answer vendor hotline and assist vendors with questions on a timely basis, within 2 hours of receipt of call or message.
• Contact vendors who bill summary and round up/donation invoices and have the clients removed from those specific billing formats. Follow up on outstanding requests to ensure they have been removed.
• Provides and maintains concise documentation of research, accurate production task time sheets, and updated departmental standards and procedures.
• Works overtime as required by management.
• Other duties as assigned by management.

• Ability to effectively communicate both verbally and written and maintain a positive composure.
• Possess good interpersonal skills.
• Possess organizational skills in order to handle multiple tasks simultaneously and prioritize work.
• Ability to operate standard office equipment including, but not limited to, computers, copiers, calculators, and facsimile machines.
• Ability to perform basic functions in the Microsoft Office suite.
• Good analytical and problem-solving skills.
• High school diploma or equivalent required.
• 6 months of previous telephone experience normally acquired working in a customer service or collection position or equivalent work experience.
• General knowledge of the principles and practices of the utility billing process.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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