Representative Account Management

Regional Municipality of Peel • Brampton, ON

12h • CA$62,902 - CA$78,628 • Hybrid

About The Position

The incumbent is responsible for administering and overseeing residential and commercial water and wastewater accounts, including initiating, maintaining, modifying, and closing customer accounts. Responsibilities encompass the accurate management of account data, billing and payment adjustments, and the coordination of meter reading and installation activities to ensure the integrity of customer account records. The position requires ongoing collaboration with customers, builders, legal representatives, internal departments, and external stakeholders to ensure the accurate and efficient delivery of account management services. The incumbent is accountable for the activation, maintenance, reconciliation, and balancing of accounts in accordance with established policies, procedures, and regulatory requirements. A demonstrated commitment to continuous improvement is essential for enhancing Account Management Operations processes, procedures, and service delivery standards. Success in this role requires exceptional communication, analytical, and quantitative skills, sound professional judgment, meticulous attention to detail, and the ability to manage complex account matters with a high degree of accuracy, accountability, and professionalism.

Requirements

• Post-secondary education or an equivalent mix of education and/or experience may be accepted.
• Experience working in a dynamic and fast-paced utility billing environment.
• Three (3) years of relevant experience in administrative support, customer service, billing, or utility account management.
• Proficient in data entry with a high level of accuracy and attention to detail.
• Strong math skills with the ability to analyze data and provide conclusions.
• Proficient in using Microsoft Office applications (Outlook, Word, Excel).
• Strong verbal and written communication skills to interact effectively with internal departments, lawyers, builders, and customers.
• Ability to convey information clearly, professionally, and with tact.
• Excellent organizational and time management skills to handle multiple tasks, deadlines, and priorities efficiently.
• Ability to maintain accurate records and manage filing systems in compliance with retention policies.
• Demonstrated ability to work both independently and collaboratively in a team environment.
• Capable of using sound judgment to investigate and resolve issues.
• A customer-focused mindset with the ability to address inquiries, resolve complaints, and explain procedures and policies courteously and professionally.
• A satisfactory Level 1 Criminal Record Check obtained directly from a police station (third-party background checks will not be accepted).

Nice To Haves

• Experience with a computerized billing system, a utility-based system, Salesforce, or payment adjustment would be considered an asset.
• Candidates with direct experience in water billing and/or water account administration at Peel Region are preferred.

Responsibilities

• Process and maintain ownership transfer transactions accurately within the Customer Care and Billing system, ensuring the integrity of account information.
• Respond to utility account management-related inquiries using established guidelines.
• Administer tenant account setups, updates, and account maintenance activities while ensuring the accuracy and completeness of customer records.
• Prepare, review, and respond to utility billing correspondence and inquiries received through Account Management Operations channels, ensuring timely and accurate resolution.
• Prepare and maintain operational reports, correspondence metrics, and workload tracking information to support departmental monitoring and performance reporting.
• Investigate and resolve customer account inquiries, billing discrepancies, and account maintenance requests through established administrative processes while maintaining service standards.
• Maintain a comprehensive knowledge of billing policies, procedures, and account management practices to ensure accurate issue resolution and account administration.
• Coordinate with internal departments, external agencies, and stakeholders to obtain, verify, and validate information required to determine wastewater classifications and billing accuracy.
• Calculate and administer approved sewer appeal adjustments, prepare associated documentation and correspondence, and support inquiries related to account changes.
• Investigate billing discrepancies resulting from metering, account, or system-related issues and prepare adjustment calculations, supporting documentation, approvals, and correspondence.
• Process and maintain customer account changes within the Customer Care and Billing (CCBCS) system, ensuring accuracy, completeness, and compliance with established procedures.
• Process water meter readings, perform prorated billing calculations, and complete account corrections related to final readings and meter discrepancies.
• Process approved refunds, billing adjustments, penalty reversals, and account corrections in accordance with delegated authority and established policies.
• Maintain accurate and complete customer, property, and billing information within the utility billing system.
• Create and coordinate field activities and service requests to support account administration and operational requirements.
• Support the administration of stormwater billing programs, including account maintenance, billing adjustments, and prorated calculations.
• Assist with staff training, knowledge transfer, and operational support during cross-training and departmental initiatives.
• Exchange, provide or seek data or information from other sections such as New Accounts, Payments, Collections or Meter Operations in order to obtain all information needed for call resolution.
• Identify and escalate complex account issues in accordance with established procedures and departmental protocols.
• Exercise sound judgment, professionalism, discretion, and diplomacy when managing customer accounts and sensitive information.
• Ensure compliance with corporate policies, procedures, service standards, and applicable legislation, including MFIPPA and PHIPA.
• Maintain accountability for assigned work, correspondence, and account administration activities while meeting established service and performance standards.
• Prepare and respond to utility billing correspondence and account-related inquiries in a timely, accurate, and professional manner.

Benefits

• Comprehensive Health, Dental, Vision benefit plan including psychological health, effective start date
• Automatic enrolment into OMERS pension plan
• Accrue Vacation on a monthly basis starting at 3 weeks per annum
• 3 Paid personal days and floating holidays
• Flexible hours supporting your wellness and wellbeing
• Annual performance review and merit increases based on performance
• Supportive leadership and a culture of respect and inclusion
• Access to tuition reimbursement and learning and development resources

What This Job Offers

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