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This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

Virginia Retirement System (VRS)
Language Incentive
Referral Bonus
Tuition Assistance Program

Description

The City of Richmond Department of Public Utilities is seeking highly qualified candidates to fill a Customer Account Investigator position within its Customer Service - Revenue Recovery Division. The Customer Account Investigator is responsible for resolving customer complaints or billing queries, correcting errors in customer accounts, processing changes to accounts, and assisting customers with any other issues within an assigned area of responsibility. This position also investigates active, final, and delinquent accounts for suspected misuse or larceny of public utility products and services. Work may include collecting, compiling and recording evidence and data; generating service orders; contacting customers to resolve complaints or inquiries; corresponding with internal or external departments of business.

Duties include but are not limited to

Collecting, compiling, recording evidence, and remaining knowledgeable of relative City and criminal codes and collections laws;
Working in a credit/collections environment;
Investigating and processing bankrupt accounts;
Resolving complex customer or businesses complaints of billing inquiries;
Computing and processing adjustments to customer accounts and establishing payment arrangements for delinquent accounts;
Generates service orders requesting customer’s utilities be shut off:
Working various reports in the area and contacting customers via letter or phone for purposes of collecting outstanding debts;
Maintaining various reports, account logs and files and the timely submission of same to supervisor and appropriate staff;
Communicating with internal and external customers in a timely and professional manner to provide and maintain good customer service delivery and be responsible for all other duties as assigned;
Handles Commercial inquires /calculate deposits;
Research Payments posting and Return checks inquiries;
Performing other duties as assigned.

Qualifications, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE:

Associate's degree in a related field OR Vocational or technical training beyond High School equivalent to two years of college
Two years of related experience
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

PREFERRED TRAINING AND EXPERIENCE:

Credit collection experience;
Fraud detection experience is a plus;
Must be proficient in Microsoft Office Software;
Proficient in revenue recovery methods is preferred;
Demonstrated experience with delinquent utility account collections, fraud detection, and mitigation programs;
Strong interrogation skills;
Strong communication and analytical skills;
Demonstrated experience to communicate with internal and external customers in a timely and professional manner to provide and maintain good customer service;
Three (3) to five (5) years of utility experience in gas and water disconnection is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Considerable knowledge of CIS (Banner) utility billing software and forms;
Generating service orders;
Experience with the operation of Utilities Meters (gas/water) and interpreting their readouts;
Knowledge of the use of computer programs such as Microsoft Office Suite (Outlook, Excel, Word etc.);
Understanding of relevant City policies and procedures regarding customer service interactions;
Experience in accounting/money handling principles; Richmond City Assessor's file.
An understanding of the divisions customer service objectives; corresponding with internal and external departments;
Interpersonal communication;
Skilled in interacting with irate or irrational customers;
Utilizing problem solving and critical thinking.
Knowledge of the Fair Accurate Credit Transaction Act and the Fair Credit Reporting Act.

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly finger, talk, hear, see, and perform repetitive motions; frequently walk; and occasionally stoop, reach, stand, push, pull, lift, grasp, and feel. The working conditions may contain environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

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