Coordinator, Water Bill Adjustment Program

Regional Municipality of Peel • Brampton, ON

8h • CA$71,549 - CA$89,366 • Hybrid

About The Position

The Water Bill Adjustment Program provides financial relief to residential customers who experience unexpectedly high water bills due to undetected leaks on the private side of their property. Reporting to the Supervisor, Utility Receivables, the Coordinator supports the day-to-day administration and continuous improvement of the program. This role is focused on delivering a consistent, efficient, and customer-centered experience while ensuring program integrity through strong data management, analysis, and documentation practices.

Requirements

• Post-secondary education in Business Administration, Accounting, Finance, or a related field
• Minimum of 2 years of relevant experience, ideally in customer service, billing, or financial administration
• Exceptional customer service skills with a strong commitment to delivering a positive customer experience
• Proven ability to handle complex and sensitive customer situations with professionalism and empathy
• Strong communication skills (verbal and written) to effectively engage with internal and external stakeholders
• Demonstrated ability to prioritize tasks, manage time effectively, and work both independently and collaboratively
• Strong analytical and mathematical skills to support data-driven decision-making
• High attention to detail with the ability to maintain accurate records and documentation
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word)
• Comfort working with evolving technologies and systems

Nice To Haves

• Experience with Customer Care and Billing (CC&B/CCBCS) is considered an asset
• Advanced data management and data governance experience, including maintaining data integrity across systems
• Strong data analysis and reporting skills, including experience working with large datasets
• Ability to develop and track statistical KPIs, dashboards, and performance metrics
• Experience using tools such as Power BI, advanced Excel (pivot tables, formulas, graphs, charts, data modeling), or similar analytics platforms
• Demonstrated problem-solving and critical thinking skills, with the ability to identify trends, risks, and opportunities
• Experience in process improvement or program evaluation, including identifying efficiencies and recommending enhancements
• Familiarity with financial reconciliation processes and audit readiness practices

Responsibilities

• Coordinate and administer applications for the Water Bill Adjustment Program, ensuring compliance with program policies and eligibility criteria
• Collect, validate, and consolidate application and water consumption data to support subsidy evaluation and decision-making
• Conduct intake screening and ensure accurate documentation of all applications
• Communicate with applicants regarding application status, required documentation, and next steps in the process
• Collaborate with internal stakeholders to gather supporting information required for subsidy decisions
• Evaluate and respond to customer requests for payment arrangements and coordinate solutions for outstanding balances
• Process approved subsidies by applying billing adjustments within the system
• Maintain accurate, complete, and audit-ready records across all systems and documentation platforms
• Support program reporting by maintaining data for dashboards and key performance indicators (KPIs)
• Perform monthly reconciliations between billing system data and program records to ensure accuracy and consistency
• Contribute to the continuous improvement of Standard Operating Procedures (SOPs), job aids, and knowledge articles
• Support additional duties as assigned

Benefits

• Comprehensive Health, Dental, and Vision plan (including psychological health coverage)
• OMERS Pension Plan
• 3 weeks of vacation per year
• 3 paid personal days
• Floating holidays
• Flexible hours
• Annual performance reviews with merit increases

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree