Utility Billing Services Supervisor

City of Boise (ID) • Boise, ID

78d

About The Position

Lead and oversee the City of Boise's accounts receivable collection efforts, ensuring accuracy, efficiency, and compliance with all laws, ordinances, and city policies. This role offers the opportunity to work independently while making a direct impact on the city's financial operations.

Requirements

• Bachelor's degree in business administration, public administration, accounting or a related field.
• 5 years of experience in collections call center or utility collection environment with 2 years supervisory or managerial experience, or an equivalent combination of education and/or experience.
• Valid state-issued driver's license.

Nice To Haves

• Six years of experience in a collection call center or utility collection services environment with four years of supervisory or managerial experience.

Responsibilities

• Perform the full range of duties including hiring, evaluating, promoting and assigning duties; correct inappropriate actions or behavior through communication and coaching; initiate discipline or termination as needed; and oversee employees or a group.
• Act as the central contact point for information related to the collection of delinquent accounts.
• Counsel employees and customers regarding department and city practices, policies and procedures.
• Participate in special projects or committees.
• Organize, plan and assign portfolios for each collection agent by setting priorities and deadlines and ensuring accounts are reviewed and payment arrangements are made.
• Ensure the unit operates at maximum efficiency and meets all goals.
• Prepare and review daily financial reports.
• Prepare the collection team for the day's work, motivating efforts to make collections of delinquent accounts and recording returns or payments received.
• Prepare a monthly list of delinquent accounts for the team.
• Formulate and implement specific collection objectives, manage and set a high monthly collection rate for the team to achieve and review the result with the team individually.
• Review customer account adjustments, credits and processed payments for accuracy and attention to detail.
• Post cash transactions to the general ledger and generate cash receipts via the interface with the accounting system.
• Maintain the performance management program.
• Perform evaluations of accounts as well as phone conversations to ensure standards, city codes, policies and procedures are adhered to.
• Provide reporting on service level statistics and overall unit performance.
• Monitor collection phone volume, number of calls waiting and abandonment rate to ensure collection calls are answered and resolved promptly.
• Maintain a portfolio of significant dollar delinquencies and determine resolutions, including suspension of services, legal action or referral to outside agencies.
• Review account delinquencies to ensure acceptable limits are met.
• Maintain bad debt records and related collection databases.
• Research legal issues involving collection practices and prepare legal documents to be used for involuntary collection procedures that may include legal action.
• Maintain detailed records of accounts.
• Perform other duties as assigned.

Benefits

• Zero-premium medical, dental, and vision options, plus wellness incentives and employee assistance.
• PERSI retirement plan, 401(k)/457(b) with employer match, and post-employment HSA.
• Vacation, sick leave, 10 holidays, 2 floating holidays, and 10 weeks parental leave.
• Term life and long-term disability coverage, with optional supplemental plans.
• Tuition reimbursement, student loan assistance, adoption support, free bus pass, and employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: Bachelor's degree