The Research Clerk I researches utility termination warnings, potential missing bills, and late fees. This individual analyzes payment history, negotiates and arranges payment with utility vendors, or executes alternative solutions as deemed necessary to avoid client shut off of utility service. This individual is also responsible for the removal of client’s late fees and responds to calls received via the hotline.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
- Under direct supervision, researches utility termination warnings, potential missing bills, and late fees by reviewing payment history, account posting, and status of check clearing to determine whether further action is required on notices according to department procedures.
- Contacts utility vendors via telephone to determine reason and amount of balance due. Verifies address and that payment have been applied to proper account.
- With guidance, negotiates a date extension for receipt of payment or arranges alternative solutions to avoid a client shut off of utility service. In addition, negotiates with the vendor removal of late fees and penalties assessed to the account.
- Prepares and provides written correspondence via email or fax of copy of check remittance to vendors as deemed necessary to resolve shut off possibility. Request replacement bills from vendor as needed.
- Processes payment research items such as misapplied and stop payments, reissue checks, and pay now. Responsible for working closely with internal staff and vendors to minimize and correct errors, answers inquires, and resolves bill and account discrepancies.
- With some supervision, operates the termination research, missing bill, and late fee databases. Organizes daily work within the termination research, missing bill, and late fee databases utilizing department standards and procedures in prioritizing and identifying the most critical research items.
- Review and contact vendors listed on various late fee reports monthly. Determine which vendor’s late fees should be targeted and contact vendor to request removal charges based on established departmental procedures. Document the results and status of the phone call in the late fee database.
- Answer vendor hotline and assist vendors with questions on a timely basis, within 2 hours of receipt of call or message.
- Contact vendors who bill summary and round up/donation invoices and have the clients removed from those specific billing formats. Follow up on outstanding requests to ensure they have been removed.
- Provides and maintains concise documentation of research, accurate production task time sheets, and updated departmental standards and procedures.
- Works overtime as required by management.
- Other duties as assigned by management.
SKILLS/ABILITIES AND MINIMUM REQUIREMENTS:
- Ability to effectively communicate both verbally and written and maintain a positive composure.
- Possess good interpersonal skills.
- Possess organizational skills in order to handle multiple tasks simultaneously and prioritize work.
- Ability to operate standard office equipment including, but not limited to, computers, copiers, calculators, and facsimile machines.
- Ability to perform basic functions in the Microsoft Office suite.
- Good analytical and problem-solving skills.
- High school diploma or equivalent required.
- 6 months of previous telephone experience normally acquired working in a customer service or collection position or equivalent work experience.
- General knowledge of the principles and practices of the utility billing process.
Please apply directly to this position via the “Apply” button. You will be required to create an account and provide your resume, contact information and other pertinent employment information. This process typically takes 20 minutes or less. Should we find that you meet the minimum requirement of the position, a member of our recruiting team will be in touch to start the interview process.
ABOUT OUR COMPANY:
Cass Information Systems, Inc. (NASDAQ: CASS) is a leading provider of integrated information and payment management solutions. Cass enables enterprises to achieve visibility, control and efficiency in their supply chains, communications networks, facilities and other operations. Disbursing over $60 billion annually on behalf of its clients, and with total assets of $1.6 billion, Cass is uniquely supported by Cass Commercial Bank. Founded in 1906 and a wholly owned subsidiary, Cass Bank provides sophisticated financial exchange services to the parent organization and its clients. Cass is part of the Russell 2000®.