Billing Lead

About Us

The City of Raleigh has been recognized as one of the best cities to start and establish a career. And Raleigh Water is recognized as one of the most successful utilities in the country! Doesn’t it make sense to start or continue your career with us? We currently serve approximately 600,000 people in Raleigh, Garner, Wake Forest, Rolesville, Knightdale, Wendell, and Zebulon.

Our success is powered by people and technology. The Customer Care & Billing Division of Raleigh Water staffs approximately 70 positions, providing a combination of unique positions including:

• Customer Care Contact Center
• Billing and Accounting
• Training
• Information Technology
• Testing Application and Support

We leverage technology to support our goal of exceptional customer service delivery and the customer experience. We continuously assess and enhance our processes to drive greater effectiveness, efficiency, standardization, and sustainability—while maintaining exceptional accuracy in billing approximately $320 million annually.

About This Position

The Billing Leadposition is a Utility Billing Analyst role that...

• Is a key member and serves as lead of the Billing Team in the Customer Care & Billing Division of Raleigh Water
• Supports and assists the Billing & Financial Manager with escalations, quality assurance, assigning work, managing projects, and other projects as assigned
• Is a billing subject matter expert and works closely with internal/external City departments/divisions to resolve complex billing issues
• Utilizes extensive knowledge in analyzing billing data and financial information to assist and train team members with task resolution
• Looks at trends, as well as unique scenarios, and determines root cause to fix, and/or improve quality
• Serves as a back-up for key billing and accounting team tasks

About You

Our top candidate is a critical thinker and strong communicator who enjoys working with teams, customers, and peers to identify and solve problems, and recommend solutions. The ideal candidate is an engaged and motivated leader who sets an example for other team members in following processes and accepting/supporting organizational and management changes/direction. The candidate is enthusiastic, takes initiative, is detail-oriented, organized, and works well with a variety of teams and/or individuals. Dedication to completing tasks/projects on time, sending timely responses to management/stakeholders, and accountability to commitments are essential.

This role requires skill at coaching and team development and effectively presenting information. The ideal candidate possesses good judgment and decision-making skills when performing tasks and guiding other team members. Interested in technology solutions, our top candidate will help make work more effective and more efficient while understanding potential constraints and looks for opportunities around every corner.

Please attach a Resume and Cover Letter with your online application.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Provides on the job and classroom training to new hires and billing team
• Trains Customer Care, Solid Waste, Meter Operations, and Stormwater teams etc. as it relates to billing tasks as needed
• Performs quality assurance reviews of completed billing work for accuracy/consistency; documents errors/achievements, provides feedback to team, and reports trends to manager
• Reviews errors and trends from billing exceptions, permit issues, solid waste issues, stormwater issues, meter operations issues, and issues from billing team to assess training needs of the department and recommend process improvements/corrections to manager
• Creates, updates, reviews and maintains Standard Operating Procedures (SOP’s) and reference guides for billing processes/changes
• Audits accounts periodically to ensure correct billing components and processes billing adjustments as needed
• Leads, guides, and advises billing team to address questions and resolve complex billing issues; serve as primary point of contact • Serves as subject matter expert to assist internal and external departments as needed
• Serves as back-up to the following work areas as needed:
• Billing & Financial Manager with assigning work, customer escalations, managing projects, and completing other projects as assigned
• Billing team in completing tasks and special projects during high volume times
• Accounting Lead for core tasks such as reviewing audits, compiling monthly reports/data, and other tasks as needed
• Assists senior billing staff with questions about Customer Assistance and Budget Billing programs. Additionally assists Billing & Financial Manager with monthly reports for management/city website
• Assists with bill rate validation and unit acceptance testing for system upgrade implementation

Education and Experience

Bachelor's Degree in Business Administration, Accounting, Finance, or related field and 1 to 3 years' experience in financial analysis, billing, auditing, or a related field

OR

Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted

Preferred Qualifications

• 4 years of experience utilizing CC&B billing software functionality
• Oracle CC&B experience

Knowledge, Skills, and Abilities

• Strong capabilities in using Microsoft Office Suite products to include Excel, Word, PowerPoint, and Outlook
• High proficiency in a billing software, such as Oracle CC&B or comparable system
• Managing fiscal processes, project or program
• Gathering data, analyzing findings and applying logic and reason
• Researching industry trends, solutions and best practices
• Interpreting, monitoring and reporting financial information and statistics
• Authoring and preparing original reports, documents and presentations
• Monitoring project schedules, status and compliance
• Organizing and maintaining fiscal program/process documentation, schedules, records and files
• Coordinating deadlines and prioritizing competing demands
• Interpreting and applying applicable laws, codes, regulations, and standards
• Providing customer service
• Utilizing a computer and relevant software applications
• Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the general public, and others to sufficiently exchange or convey information and receive work direction

ADA and Other Requirements

Work Environment and Physical Effort

Sedentary: Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body.

Work Environment

Work is typically performed in an office or similar indoor environment.

Work Exposures

Work in this position does not require frequent environmental exposures.

City of Raleigh is an Equal Employment Opportunity (EEO) employer. Accommodations for individuals with disabilities are provided upon request.