Billing Operations Specialist

Description

SUMMARY

Supports the Director of Billing and Collections in managing and maintaining systems associated with the Municipal Utility Business Office, including the Customer Information System, Integrated Voice Response system, meter reading system, and other solutions related to billing and customer service. This person acts as a liaison between customer/billing software and multiple solution providers to continually maintain functionality. This position requires a high degree of professionalism, independent judgment, and the ability to work effectively with various staff within the Utility Division and the City.

The Billing Operations Specialist works closely with the Systems Specialist IV.
SUPERVISION EXERCISED

• Not applicable.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Performs duties related to Billing and Information Systems as directed including:

• Manages and maintains the systems involved with utility billing, customer service, meter reading, and service records.
• Acts as an administrator on multiple systems by managing and monitoring data permissions, access and usage.
• Maintains utility billing rates.
• Runs billing program daily to coordinate the preparation of data and records for customer computer-generated billing and applicable late notices.
• Ensures timely printing of bills and notices. Interacts with third-party print/mail vendor as required during the billing process.
• Assists with research and resolution of billing irregularities.
• Interacts with third-party solution providers during periods of implementation, training, and troubleshooting during normal operation.
• Interacts with employees and provide technical support related to new user, security and permission portions of the system.
• Creates and maintains customer reports to meet Division needs.
• Ensures continuity of critical utility billing systems by testing and making appropriate configuration changes and works with staff to support the efficient use of technology within the Division.
• Serves as a project liaison with third-party technology vendors to resolve issues and ensure standards are met.
• Works with solution providers to perform upgrades.
• Manages and maintains the computer systems and software for the mobile workforce.
• Troubleshoots and repairs operating systems and application software as required.
• Trains Division personnel in the proper use of information systems.
• May act as division liaison with other City departments regarding utility office computer matters.
• Manages projects and performs other duties as determined by the Director.

EDUCATION / QUALIFICATIONS:

• A four-year college degree in information systems or related field is preferred.
• At least four years' work experience in a similar position is preferred.
• Other combinations of education and experience may be considered based on the candidate's individual skills and experience.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Extensive experience and technical knowledge of database management.
• Demonstrated experience in using business analytics tools such as Cognos, Tableau, Power BI or other. Experience to include extracting data from multiple sources, cleaning, aggregating and reporting.
• Experience managing technology projects on an enterprise scale.
• Proficiency with SQL.
• Must interact with coworkers and the public with tact and diplomacy.
• Meticulous attention to detail in ensuring accuracy and integrity in data and reporting.
• Resilience and adaptability in a fast paced, deadline driven environment.
• Strong verbal and written communication skills.

Requirements

Essential Duty:
Uphold Core Values

All employees of the City of South Bend are expected to uphold and actively demonstrate the City's Core Values in their daily work, which are summarized below:

• Excellence - Deliver high-quality service and strive for continuous improvement.
• Accountability - Take ownership of responsibilities and outcomes.
• Innovation - Seek creative solutions and embrace new ideas.
• Inclusion - Promote a respectful, equitable, and welcoming environment.
• Empowerment - Support and encourage others to grow and succeed.

This duty is fundamental to fostering a positive workplace culture and delivering exceptional public service.

These values shape our culture, inform our decisions, and inspire our work every day.