Billing and Collections Manager

TOWN OF APEX

invites applications for the position of:

Billing and Collections Manager

ABOUT THIS POSITION:

EXPECTED HIRING RANGE: $76,001.00 - 93,101.00

WORK LOCATION: Town Hall, 73 Hunter Street, Apex, NC 27502

SCHEDULE: Monday-Friday, 8am-5pm

POSTING CLOSING DATE: March 9, 2025 at 7pm

WHAT YOU WILL BE DOING:

Performs specialized supervisory and administrative work supervising the utility billing and collections functions for the Town; performs financial reporting and analysis duties, including testing and designing improvements in software systems utilized. The position has a leadership role in the integration of billing and collections systems, including working with consultants, internal and external stakeholders.

An employee in this class is responsible for managing and directing the activities which involve utility billing and collections, and for handling customer inquiries relating to utility services and billing. Work requires coordination and collaboration with other departments within the Town organizational structure. Work includes monitoring and managing utility billing and revenue collections; compiling utility data to complete reports and discussing customer complaints which staff have been unable to resolve. The employee reports directly to the Finance Director. Considerable tact, courtesy, and diplomacy are required in the frequent public contact functions, especially in complaint resolution, and skill in information technology and financial reporting is required. Work is performed under general supervision and is evaluated through conferences, by review of appropriate records and reports, and the accuracy and thoroughness of assigned responsibilities.

A SAMPLE OF THE ESSENTIALS:

• Supervises the utilities billing and collection function and handles any special problems associated with the utility billing cycles; analyzes work processes and assignments for effectiveness and efficiency and makes reassignments’ sets operating procedures for billing, customer service and revenue collections.
• Trains, assigns, and monitors work of employees; delegates duties appropriately; cross trains employees in several functions; interviews potential candidates and recommends candidates for hire; conducts evaluations on employees.
• Engages with staff and management consistently, leading with proactive decision making and acting as a team builder, problem solver, coach and trainer.
• Anticipates potential challenges, issues and concerns, troubleshoots issues and provides attainable solutions and recommendations as a means of addressing.
• Works with a variety of databases, websites and web based programs to research and import payments and program information; researches alternative ways to accomplish work and automate processes.
• Monitors the appropriate billing cycles and assures that all records are submitted on a timely basis in order that established deadlines will be met; runs queries to check for billing errors and to assure a correct billing process.
• Produce, review and analyze customer data and reports and make recommendations to management.
• Possess strong and effective communication and critical thinking skills, exercises sound judgement and decision making.
• Forges strong partnerships with other departments, rooted in collaboration and effective future planning.
• Design new and innovative ways to engage with customers and further enhance the overall customer experience.
• Maintains utility rates as necessary to adhere to rate schedules adopted by Council.
• Coordinates the activities of the divisions related to the water, wastewater, stormwater and electric services.
• Provide routine, informative updates and briefings on specific billing and collection related topics.
• Answers complaints from citizens, researches problems, and renders decisions or answers to their questions in areas such as payment extensions and payment terms. exception bills, delinquent notices, bad debt collections, late penalties, and cutoff list.
• Researches and prepares monthly and special reports for management as requested; conducts trend analysis; prepares various financial reports.
• Calculates and projects credit card fees and other expenditures related to utility billing and collections for the annual budget.
• Performs related duties as required.

WHAT YOU'LL NEED:

Graduation from a four-year college in business administration, accounting, or related field and considerable experience in customer service and general accounting involving heavy public contact preferably with utility operations to include supervisory experience and experience using and modifying computerized data base and accounting systems with related information technology skills; or an equivalent combination of education and experience.

WHO WE ARE:

Known as "The Peak of Good Living", the Town of Apex is a rapidly growing Wake County municipality with a current population of more than 75,000 and was ranked in 2015 as Money Magazine's Best Place to Live in America. Our current workforce is comprised of over 680 full-time employees and over 125 part-time/seasonal staff. Our Human Resources Department - with the support and confidence of Town leadership - is committed to providing best-in-class HR programs for our employees, with a mission to create a culture of empowerment and accountability that maximizes individual and organizational potential. We offer a generous benefits package, and have a highly competitive compensation program. More than that, the Town is an awesome place to work, as evidenced by the 96% job satisfaction rating received in the last employee opinion survey conducted with our employees.

WHAT WE OFFER:

Not only is the Town "The Peak of Good Living", but it's also a great place to work! We strive to "reach the peak" of being an employer of choice by providing competitive salaries and excellent benefits, including:

• Paid medical, dental, vision, and life insurance for employees

• 5% contributions to the NC401(k) retirement plans (no matching required)

• Participation in the Local Government Employees' Retirement System (LGERS), 6% contribution by employee

• Traditional sick and vacation leave

• 80 hours Peak Paid Time Off per year (after completion of probation)

• $1,200 Peak Lifestyle Benefit to pay for health and wellness activities (after completion of probation)

• Paid parental, caregiver, and bereavement leave

• 13 paid holidays

• Longevity pay

• Tuition assistance

• Expansive wellness program, and more!

KEEP IN MIND:

Providing a safe work environment for our employees is a top priority, therefore all new hires must successfully complete a pre-employment drug test, post-offer functional testing (if required by position), background verifications including references, criminal record and driver's license checks prior to employment.

The Town of Apex provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to age, sex, race, color, religion, national origin, disability, political affiliation or marital status, veteran status, or genetic information.