Member Services Representative Job Kalispell area,Montana USA,Administrative/Clerical

Member Services Representative

Position Open Until Filled – Union, Non-exempt, Full-Time

IBEW Union Position – Starting Wage: $25.70 per hour with step increases up to $27.99 per hour.

Location:

Kalispell, MT (Onsite)

No Relocation Costs Paid.

All offers of employment contingent upon pre‑employment drug screening and background check and are subject to a one‑year probationary period of employment.

Position Summary

Primary responsibilities include serving as the initial contact for members via phone, walk‑in or drive‑thru, initiating service to new members, answering a variety of member questions, handling a variety of member account transactions, maintaining files on prospective and active members, collecting deposits and payments.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions

Assist members with a variety of questions and needs, to include, but not limited to:

Initiate and process service orders for transfers, connects, disconnects, disconnects for non‑pay, retirements, and system‑related maintenance and repairs; thoroughly inform new members of Cooperative policies and procedures.

Resolve member billing questions, high bill complaints, and provide other information as requested; involve other department personnel when needed.

Collect advance payments, other fees, and billing payments; issue appropriate receipts. Obtain credit history before processing new members by running Red Flag Alert Checks. Check the system for any uncollectible or disconnect for non‑payment. If any payment owed, collect and charge FEC advance payments and obtain a receipt for payment at credit bureau.

Assist members with delinquent bills and make pay arrangements or research payments; inform the Collections Assistants of potential disconnects for non‑pay.

Using the weekly summaries, update service orders and take appropriate action on unpaid advance payments in a timely and efficient manner.

Obtain a signed landlord contract on rental/leased property; update information when needed.

Assist and educate members with the following programs:

Energy Assistance
Energy Service
Information Technology

Serve as the initial contact to members and the public providing friendly, helpful and professional services at all times. Assist the individual when possible with the more basic items like changes to the member or Accounts Receivable screens on single accounts. This may include but is not limited to; assistance in changing addresses, names, phone numbers, simple pay arrangements (extending due dates), providing credit letters or consumption history, adding authorized parties to the account, or setting up auto‑pay or budget billing in appropriate situations.

Research payments. All changes will be sufficiently documented in contact tracking on the member’s account.

Direct the public/members to the appropriate employee if that individual needs more assistance than can be provided by the Front Office Staff.

Daily, receive and accurately process payments from members at the counter, drive‑in window, mail, drop boxes, electronically, etc.

Daily, balance the cash drawers and remittance processor, reporting the deposit amount and any offages to the Payment Services Administrator. Check cash drawers often throughout the day to ensure enough cash/change is available to service the members. Prepare the bank deposit daily using the reconciliation sheet to ensure accuracy.

When using the cash drawers, handle cash appropriately to ensure security.

Open, process and deliver all mail. Work returned mail as needed.

As needed, maintain the filing system for payment batches, member correspondence and accounts payable check copies. Ensure documents are filed properly and retained according to retention schedules.

Keep office supply room organized and stocked (as assigned).

Always assist members/vendors/employees and the general public in a courteous and professional manner ensuring their continued satisfaction with…


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