Member Accounts Supervisor

About The Energy Cooperative

The Energy Cooperative, headquartered in Newark, Ohio, serves over 72,000 electric, natural gas and propane members throughout east‑central Ohio. As a non‑profit cooperative, we are member‑owned and controlled by the members we serve. We are committed to serving our members with safe, high‑quality energy services at a reasonable price. We believe in our employees and strive to provide fair, honest and equal treatment with a commitment to training, education and opportunity for advancement in a safe and secure environment.

• Medical, Dental and Vision Insurance
• Life and Accidental Death & Dismemberment Insurance
• Supplemental Life Insurance Programs for Employee, Spouse and Children
• Disability Insurance
• Flexible Spending Account (FSA)
• Paid Time‑Off (PTO)
• Paid Holidays
• Traditional 401(k) and Roth 401(k)
• Retirement Pension Plan
• Education Assistance
• Employee Assistance Program

Location:

Newark, OH Headquarters Office. Exempt position responsible for member service activities related to collection operations, accounts receivable, credit memorandums, disconnects, service orders, data integrity and escalated member concerns. Ensures subordinate staff respond to member inquiries accurately and timely. Reports to the Manager of Member Services and directly supervises Member Service Representatives (front counter) and Member Services Coordinator.

• Support and incorporate the Cooperative’s Mission, Vision and Values in professional behavior and decisions.
• Comply with all Cooperative policies, procedures, goals and objectives and meet attendance and punctuality guidelines.
• Understand, observe and enforce cooperative safety and security procedures and report potentially unsafe conditions.
• Responsible for day‑to‑day member service activities related to collections, receivables, cash reconciliation, disconnects, service orders and data integrity processes.
• Manage member service cash operations and ensure all policies and procedures are properly implemented within the department.
• Ensure all receivables are accurately posted, balanced to the ledger and communicated to accounting in a timely manner.
• Assist, explain and direct members to various assistance programs (e.g., HEAP, LEADS, Job and Family Services) when appropriate.
• Develop positive relationships and effectively conduct negotiations with members and collection facilities.
• Prepare and provide written and verbal correspondence and report to manager on collection status and other pertinent departmental information.
• Work closely with member services representatives to resolve member concerns, provide problem resolution and handle escalated issues as needed.
• Maintain internal relations with all levels of personnel and external relations with members/consumers and representatives from bankruptcy court, collection agencies, Home Energy Assistance Program (HEAP), LEADS Assistance Program and Licking County Job & Family Services.
• Perform other related work as may be assigned.

• Education:
  
  Bachelor’s degree in business or equivalent combination of education, training and supervisory experience in customer service, cash receivables, posting of payments, billing and collections function.
• Supervisory
  
  Experience:
  
  Prior supervisory experience in managing and directing others in day‑to‑day customer service operations at a credit union or financial institution highly desired.
• Knowledge:
  Familiar with various assistance programs (HEAP, bankruptcy procedures and laws, disconnect procedures and laws) and able to stay informed of changes.
• Skills:
  
  Proven proficiency in Excel, solid data analysis reporting skills, excellent math skills and basic accounting knowledge.
• Certificates, Licenses and Training:
  Valid driver’s license required; ability to attend meetings and/or training seminars when requested; functional and technical knowledge to perform the job at a high level of accomplishment.
• Language and Interpersonal
  
  Skills:
  
  Excellent telephone and communication skills; assertive and articulate; develop positive relationships; execute business correspondence to internal and external sources; read, analyze, interpret data to senior management and other stakeholders.
• Other
  
  Skills and Abilities:
  
  Motivate employees, create an enjoyable working environment, establish and achieve department goals, utilize PC‑based applications such as Microsoft Word and Excel, internal database applications.
• Physical Demands and Work Environment:
  Office environment; reasonable accommodations; pre‑employment physical and substance abuse testing; random testing per policy; availability during non‑working hours including weekends and holidays.