Utility Billing Specialist II

City and County of Denver • Denver, CO

3d • $23 - $34 • Onsite

About The Position

The Department of Transportation and Infrastructure (DOTI) is seeking a Utility Billing Specialist II to join the Solid Waste Management Team. This role involves processing complex billing for solid waste accounts, including delinquencies, collections, and late charges. The specialist will maintain customer data, provide custom reports, and conduct extensive research using GIS and Assessor information to identify parcel changes impacting accounts. They will also investigate and respond to customer concerns, ensure data integrity within the billing system, and educate customers on Solid Waste policies and procedures. The City and County of Denver offers competitive pay, a guaranteed lifelong monthly pension after 5 years of service, a 457B Retirement Plan, generous PTO, paid holidays, and competitive medical, dental, and vision plans.

Requirements

• Graduation from high school or possession of a GED, HiSET or TASC Certificate.
• Three (3) years of technical billing analysis experience which must include accounting and explanation of rules, policies, and regulations.
• Prior accounts management (AP/AR), billing, or similar experience
• Customer-Focused: Engages with customers in a friendly, professional manner, efficiently resolves issues, and possesses in-depth knowledge of products and services
• Problem-Solving: Identifies problems; determines accuracy and relevance information; uses sound judgment to generate and evaluate alternatives and to make recommendations.
• Attention to Detail: Ensures accuracy in all aspects of work, from documentation to billing and customer interactions.
• Team Collaboration: Works well with others to achieve shared goals and contribute to a positive work environment.
• Adaptability: Responds well to changes in a fast-paced environment and handles new challenges with flexibility.
• Technical Proficiency: Familiarity with these relevant tools; Salesforce, Microsoft Power BI, Zuora, and Rubicon systems, and additional software necessary to perform duties effectively.

Responsibilities

• Processes complex billing for solid waste accounts; processes delinquencies, collections, and late charges.
• Maintains name changes on billing reports; provides customer data in custom reports and other information to departments.
• Perform extensive map and technical research identifying parcel changes which impact the accounts and charges using Addressing, GIS tools and Assessor information.
• Research Assessor Split Packets for parcel history which may span over multiple divisions.
• Work with the Assessor’s and Addressing office to verify parcel/land, parcel numbers, or ownership, and shares information/updates to ensure accurate records.
• Conducts in-depth research to identify changes that can affect utility billing including verification of ownership, re-evaluation of solid waste billing based on changes to Assessor parcel information and address location, demo or construction permits found in Accela.
• Investigates and responds to customer concerns and complaints, including responding to and resolving difficult or sensitive citizen information, municipality inquiries and complaints regarding utility billing transactions.
• Responsible for the data integrity within the billing system, ensuring all data is accurate and up to date, and that multiple fields throughout software program referencing the same information are consistent.
• Educates customers with interpretation and explanation of Solid Waste policy and procedures pertaining to utility billing processes and issues.
• Responsible for educating citizens on the difference between each type of billing and assist with how to make payments.
• Analyzes the type of situation which contributed to the status of charges on the account and determines the correct procedure to address the situation based upon the account history, customer's correspondence and documentation bill to residency and ownership.
• Performs other related duties as assigned.

Benefits

• A guaranteed life-long monthly pension, once vested after 5 years of service
• 457B Retirement Plan
• 140 hours of PTO earned within first year
• 12 paid holidays
• 1 personal holiday
• 1 wellness day
• 1 volunteer day per year
• Competitive medical, dental and vision plans effective within 1 month of start date

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED