Lead Account Clerk
Job Title: Lead Account Clerk
Department: Finance-Utility Billing
Reports To: Billing Manager
Open Date: April 28, 2020
Close Date: May 13, 2020
Hiring Salary: $19.00 - $24.27 per hour, DOE
Salary Range: $19.00 - $28.49 per hour, DOE
To apply please visit: https://apps.meridiancity.org/jobs/
Job Summary:
The principal function of an employee in this class is to provide direct support to the Billing Manager by
providing supervision and oversight of the day-to-day processes and functions of the Billing Account
Clerks. Verification of financial data, and reconciliation of account balances, and the processing of
escalated customer service situations. Incumbents will be required to provide direct backup to the
various Billing Account Clerk job duties and responsibilities during absences. The work is performed
under the supervision of the Billing Manager, with the ability to utilize sound independent judgement.
Essential Duties & Responsibilities:
Management Lead’s account clerk staff by hiring, managing, directing, coaching, training, supervising and
documenting the performance of department staff;
Conducts annual performance reviews of subordinate staff and follows City progressive discipline
processes as applicable; Monitors workflow, reviews and evaluates work products, methods, and procedures of the account clerks; Assists to develop, implement, and maintain the Utility Billing division goals, objectives, priorities, policies, procedures, and work plan, ensuring that established goals and priorities are achieved;
Monitors customer service levels and ensures accounts clerks are providing premier service to internal
and external customers; Leads by example, demonstrating the CARE values and implementing the department mission; Establish positive working relationships with representatives of community organizations, state/local
agencies, City management and staff, professional organizations, and the public; Assists in providing consultation related to information technology issues in order to support
department requirements; Prepares special research requests and special reports at the request of the Billing Manager, or Chief Financial Officer, City Staff, and the public;
Assists in preparing other operational analytical and statistical reports as requested and prepares and
updates public informational materials related to Utility Billing Division;
Participates as a member of City’s Committee/Commission as assigned by Billing Manager or Chief
Financial Officer; Updates Billing Manager on issues or concerns and seeks guidance as timely as possible;
Performs other duties as assigned; Operations Oversees the workflow related to responsibilities of the Billing Account clerk(s); Develops and maintains systems supporting all functions related to responsibilities of the Billing Account Clerk(s); Administers and complies with all policies governing Billing Account Clerk(s) functions; Establishes and audits all procedures related to responsibilities of the Billing Account Clerk(s);
Maintains internal controls for all functions related to responsibilities of the Billing Account Clerk(s);
Develops training materials related to responsibilities of the Billing Account Clerk(s);
Consults as a subject matter expert on all matters related to responsibilities of the Billing Account
clerk(s);
Researches recommends, and implements improvements in practices and processes;
Oversee the daily cash management functions for the Billing Account Clerks;
Assists staff and customers in person, on the phone, and in writing with payments, policy and procedure
questions, and research; Accepts escalated customer service issues from Billing Account Clerks for resolution;
Responds to all internal and external customers, (City employees, other governmental representatives,
business organizations, community groups and/or the public), with respect and in a courteous and
friendly manner to promote a service orientation; Communicates with others to maximize the effectiveness and efficiency of interdepartmental operations; Provides direct backup and support to the Billing Account Clerks; and their varied functions; including but not limited to front desk customer service, cashiering data entry, assessments, and rentals/third party billing processes;
Backs up Billing Manager; Performs other duties as assigned or needed.
Job Specifications:
High School Graduate or equivalent;
Preferable one-year post-high school, college or trade school experience with bookkeeping or
accounting;
Minimum of 2 years in accounts receivable accounting or utility billing; demonstrating increasing
responsibility;
Minimum of 2 years’ experience in customer service to include dealing with situations that may involve
handling customer complaints and explaining policy and procedure to customers;
Minimum of 2 years of experience supervising staff; or any equivalent combination of experience,
education and training in accounting or utility billing which provides the knowledge, skills and abilities
necessary to perform the work.
Knowledge, Skills & Abilities:
Knowledge of pertinent Federal, State, and local laws, and regulations;
Knowledge in management and internal control systems;
Experience developing, implementing, and monitoring policies and procedures;
Knowledge of computerized accounting systems at an advanced level and experience using personal
computers to enter, retrieve, and edit spreadsheets;
Knowledge of records administration and maintenance techniques and procedures;
Knowledge of the structure and content of the English language including the meaning and spelling of
words, rules of composition, and grammar;
Knowledge sufficient to operate standard office equipment including computer, copier, fax machine and
postage machine;
Skills in conflict resolution, coaching/mentoring, delegation, collaboration and proactive engagement;
Skills in resiliency, technical writing, policies, and positive customer service;
Skill in the use of Microsoft Office Professional software and programs, i.e. Word, Excel, Outlook at an
advanced level;
Skill in data entry with minimal errors;
Skill in editing documents for accuracy, clarity, and correct grammar;
Skill in communicating effectively with others, both orally and in writing, using both technical and non-
technical language for the needs of the audience;
Skill in managing own time and the time of others;
Skill in completing assignments accurately and with attention to detail;
Ability to handle customer complaints skillfully and respectfully;
Ability to work and deal with a wide range of individuals with professional composure;
Ability with managing situations in which the individual may be upset;
Ability to work effectively with frequent interruptions in a team environment as a team player;
Ability to collaborate with others and adapt to changes;
Ability to provide sound information, guidance, and recommendations to the Billing Manager, Chief
Financial Officer, and others;
Ability to analyze and interpret financial and non-financial data, draw conclusions, and prepare clear and
concise reports/recommendations;
Ability to analyze problems, discern and resolve discrepancies, identify alternative solutions, project
consequences of proposed actions, exercise sound, independent judgment, and implement
recommendations accordingly;
Ability to supervise and manage support staff;
Ability to understand and follow oral and/or written policies, procedures, and instructions;
Ability to use logical and creative thought process to develop solutions according to written
specifications and/or instructions.
Work Environment and Physical Demands:
Work is performed primarily in an office environment with a moderate noise level. The employee in this
class is frequently subject to inside environmental conditions which provide protection from weather
conditions but not necessarily from temperature changes, and is occasionally subject to outside
environmental conditions;
Constantly requires sitting at a desk for long periods of time, up to 8 hours and ability to lift up to 20
lbs.;
Constantly requires clarity of speech and hearing, which permits the employee to communicate
effectively;
Constantly requires clear vision to read printed materials and computer screen to accomplish work;
Constantly requires repetitive movement of the wrists, hands, and/or fingers;
Constantly requires sufficient personal mobility and physical reflexes, which permits the employee to
function in a general office environment to accomplish tasks.
Travel Requirements:
Local travel is occasionally required.