Resolution Specialist - 9841 Posted 3 days ago | Apply before February 19, 2025

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Corpus Christi | CCW | Full Time $ 17.80-29.17 USD Grade Overview The Resolution Specialist is responsible for establishing new services, transfers, and disconnection of utility services, skip tracing and assisting in collection of bad debt by communicating with customers and third-party collection agencies, resolving past due accounts by setting up payment plans and providing referrals to various low-income assistance programs/agencies, and researching all account disputes and billing anomalies to find a resolution. Responsibilities

• Responsible for researching non-routine and complex customer claims of billing disputes
• Maintain above average knowledge of the City's complex billing system and rate structure to recognize problems on utility accounts that would contribute to billing or other account inaccuracies or abnormalities
• Be familiar with all billed City Services and keep abreast of changes to the Utility Rate structure, City's Code of Ordinances, and policies/procedures that affect customer bills
• Assist customers in understanding the complex billing system
• Troubleshoot with other City Departments to resolve customer issues related to billing
• Issue work orders to correct any errors or malfunctions with City's utility metering equipment
• Provide customer follow up by calculating and preparing requests for bill adjustments, refund requests, or bill corrections as needed
• Posses above average knowledge of up to 13 software programs used to verify and corroborate information provided by customers such as personal identification, account balances, bills, leases, settlement statements, deeds, etc., to prevent fraudulent account activity
• Work closely with property owners, property managers, title companies and tenants, and use discretion based on information provided for determining if accounts can be established
• Protect the identity of the customer and process verification to stay in compliance with Red Flag police
• Work alongside internal departments to ensure work orders are verified and completed in a timely manner
• Make suitable payment arrangements or extensions for customers to avoid disconnection of services and subsequent collection activity
• Follow established policies and procedures set forth by management
• Collect and minimize financial losses by enforcing collection policies and procedures for customer accounts disconnected for nonpayment
• Monitor delinquent payment arrangements and take necessary collection action if agreements are not kept to date
• Monitor delinquent utility accounts and submit work orders for disconnection of services
• Report unauthorized usage of utility services and coordinate with Utility Code Enforcers and Utility Code Assistants to schedule disconnection of services
• Act as dispatcher for the Utility Code Enforcers when out in the field
• Confirm payments or arrangements made with collection agency to ensure proper collection
• Confirm payments or arrangements made for all court ordered payment arrangements
• Screen customer for eligibility for low income assistance programs available and make appropriate referrals
• Work closely with various local agencies, receive and notate commitment memos to customer accounts sent in from area agencies, and code accounts to prevent disconnection of services pending payment assistance
• Counsel customers on water and gas conservation to help improve awareness of usage
• Review accounts for eligibility enrollment into the Operation Heat Help Program
• Review for Low Income Street Maintenance Fee
• Provide a higher level of customer service to act as a final resolution for referrals from other City departments such as, but not limited to, Utility Call Center, Development Servies, Central Cashiers, SMF, Solid Waste, Gas, and Water Department
• Communicate effectively, verbally and in writing, with the public
• Demonstrate thorough understanding of all City Services in order to resolve any and all issues referred to the Utility Resolution Department
• Interact with the public under very stressful situations and maintain composure and resolve issues by deadlines
• Must be able to handle escalated cases with potentially aggressive and/or irate customers
• Possess a sense of calmness in an environment with a very high stress level
• Perform other related duties and fulfill responsibilities as required. Position Type and Typical Hours of Work
• Non-Exempt - Full-Time
• Flexibility to work evenings, weekends, and holidays is a schedule requirement
• In the event of an emergency, employees are required to work to provide for the safety and well-being of the public, including the delivery and restoration of vital services.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. This job description is subject to change as the needs and requirements of the job change. Minimum Qualifications

• High School Diploma/GED
• Two (2) years of experience Employment Testing Employment is contingent on passing any post-offer pre-employment screening as listed below:

Criminal Background Check:

Yes

Motor Vehicle Record Check:

Yes

Drug Screening:

Yes

Physical Exam:

Yes Basis of Rating A recruitment consultant will evaluate all applications against the posted qualifications. The city may also conduct additional skill assessment tests, in addition to the panel interview. Supplemental Information

• Any position that lists a minimum qualification for education level and/or license/certification will require the applicant to provide proof of documentation if selected for hire into the position with the City of Corpus Christi.

The City of Corpus is an Equal Opportunity Employer and complies with the Americans with Disabilities Act and Uniformed Services Employment and Reemployment Rights Act (USERRA). If you require an accommodation in order to apply for a position, please request assistance from the Human Resources Department.