SUMMARY

Process Specialist are assigned a portfolio of multifamily properties to create monthly invoices that charge residents for their respective share of utility costs. This endeavor requires the Senior Billing Coordinator to work with internal and external customers to obtain the necessary information to execute the monthly billing process.

Additionally, the Process Specialist assists with training and proofreading the work of individual Billing Coordinators each billing period. This includes but is not limited to assisting the Supervisor with quality control, customer satisfaction, problem identification and reporting assignments. Senior Billing Coordinators play an active role in ensuring that department goals are being met or exceeded.

PRIMARY RESPONSIBILITIES

• Mandatory knowledge on Billing activities specifically on Ratio Utility Billing System (RUBS) and Submetering Utility Billing system (SUBS), Hot water Consumption / Billing the resident on Square Feet & Occupancy, Bedroom factor.
• Knowledge on Billing activities such as Rate fluctuation, Pass Thru %, Consumption and collect weekly resident activity from properties on VES through Post Calc QC alerts.
• Compile and review monthly billing report for completeness and accuracy.
• Research and resolve questions from properties about the billing process and about individual resident bills.
• Maintain relationships with the properties within the assigned portfolio, communicating changes in regulation, processes, or system status. Perform move-out calculations and regular billing adjustments as requested by the property. Providing excellent customer service over the phone is critical.
• Process utility invoices for residents within their assigned portfolio.
• Review and approve work prepared by Billing Coordinators to ensure its accuracy prior to being forwarded to clients.
• Perform monthly reviews of Billing Coordinators RUBS and Submetered portfolio billings.
• Perform quality control checks for multiple regions (to ensure accurate billing).
• Act as a leader and mentor to the billing department; assist with resolving issues and responding to questions.
• Provide training and mentorship to trainees and other Billing Coordinators, including direct performance feedback when necessary (with Supervisors present).
• Serve as a knowledge resource for all Billing Coordinators; provide direction when needed.
• Immediately report issues concerning employees that might jeopardize the integrity or safety of its Billing Coordinators.
• Recommend and implement process improvements for department.
• Provide feedback to Supervisor of Billing Services on Billing Coordinators performance for their annual performance review.
• Complete training and testing in competencies (materials learned during training) as defined by the leadership of the billing department.
• Recommend enhancements to the competency/training program for billing coordinators as needed.
• Additional duties as assigned.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Graduate with at least 2+ years of experience as a Sr. Billing Coordinator or equivalent experience required.
• Required typing skills of 25 WPM and 9000 keystrokes.
• Strong Utility Management process knowledge, expertise in Billing.
• Proficient knowledge of MS Word, MS Access and Excel required; general offices skills such as data processing, filing, emailing and faxing.
• Basic level of communication skills (written and verbal).
• Should have good exposure on Accounts Payable/Accounting.
• Demonstrate patience and overall courteous behavior when working with internal and external customers.
• Proven ability to effectively communicate with internal and external management and work collaboratively with interdepartmental teams to achieve desired results; must be approachable.
• Strong organizational ability; must be able to handle multiple tasks simultaneously; detail orientated.
• Overtime is required during the “heavy” billing period each month; sufficient notice will be given.
• Providing floor support to the new hire team members.