BILLING MANAGER

GENERAL STATEMENT OF RESPONSIBILITIES Under limited supervision, this position is responsible for operational management and administration of Waterworks' complex and high-volume Customer Billing operations, which include Public Works fees and customer dunning operations in compliance with Federal, State, and Local legislative guidelines and ordinances. The Waterworks Billing Team serves Hampton Roads Sanitation District (HRSD), City of Newport News, City of Hampton, City of Poquoson, York County, and a portion of James City County. Reports to the Chief of Fiscal Operations.

ESSENTIAL JOB FUNCTIONS Responsible for the effective supervision and administration of the Customer Billing Team operations which includes but is not limited to scheduling, leave approval, maintaining personnel files, performance management and goal setting, employee relations, staff training and mentoring, prioritizing and assigning work, and related activities. Tracks and monitors team/employee KPI's to ensure accuracy and quality operations. Provides direct supervision to Auditing Coordinator and Accounting Specialists. Responsible for managing and updating effective operational Standard Operating Procedures (SOPS) for a complex and high-volume customer billing operations, customer dunning processes and collection operations, oversite of water meter/consumption data transfers to other stakeholders, management of billing-related legal issues, and meter/hydrant read monitoring and auditing operations. Stays abreast of proposed regulatory and legislative changes that impact water utility billing, annual debit-setoff, and delinquent account collection processes and protocols. Resolves the most difficult customer or customer billing account issues, taking prompt action to ensure resolution. Reviews bankruptcy case files submitted by staff for accurate reporting into the customer billing records. Reviews debt set-off updates for accurate reporting into the customer billing records and reports findings to the Finance Department. Maintains updates to sewer and solid waste billing issues or changes from HRSD or City Departments. Oversees periodic billing and dunning activity to include monitoring of reports, review of consumption information, ensuring billing and dunning processes are completed in a timely and accurate manner. Provides oversight of large customers for communication, billing, and adjustments. Monitors the continuing adequacy of the system of internal controls surrounding the automated Customer Billing System as well as bill printing/electronic bills, customer correspondence, Newport News Waterworks website/portal customer actions, and the accuracy and the security of customer billing/payment information. Trouble-shoots problems within the customer billing system. Prepares IT ticket requests for unresolved system issues and concerns; participates in Customer Billing system upgrades and related software implementations. Creates reports to collect water consumption and customer billing- related data to support the Business Service Division's completion of Department-wide regulatory reporting, as required for Water Utility. Regularly researches citizen inquiries and prepares reports for Freedom of Information Act (FOIA) requests. Regularly researches customer billing complaints shared by Newport News Waterworks Director or City Executive Management, resolves complex customer billing issues, and responds to Newport News Waterworks Chief of Fiscal Operations with customer issue resolution recommendations or resolution actions. For legal collection actions, prepares delinquent billing/payment history reports as requested by the City Attorney's office. May be required to attend court proceedings to explain the Newport News Waterworks (NNWW) billing processes. Prepares various monthly billing and dunning process reports for managerial decision-making purposes and to support CFO's NNWW budget preparation and monitoring processes. Participates in NNWW rate and fee setting decision-making discussions and makes recommendations, as appropriate. Leads the annual rate & fee updates in the NNWW Customer Billing system and collaborates with NNWW accounting team on MUNIS lines of accounting updates in Customer Billing System for revenues generated. Annually, assists Senior Accountant with NNWW Inventory audit. Develops and maintains strong, professional working relationships with a variety of Waterworks Division management, City of Newport News Department and key stakeholders to support effective Waterworks operations. Communicate effectively with customers to resolve problems and to answer information inquiries. Serves on NNWW committees, community outreach initiatives, and special project teams. Performs other duties as assigned.

PERFORMANCE STANDARD Employees at all levels are expected to effectively work together to meet the needs of the community and the organization through work behaviors demonstrating the City’s Values. Employees are also expected to lead by example and demonstrate the highest level of ethics.

REQUIRED KNOWLEDGE

• Supervision – Knowledge of leadership techniques, principles and procedures to assign work, schedule, supervise, train, and evaluate the work of assigned staff.
• Accounting – Comprehensive knowledge of general, cost and auditing accounting principles, procedures, techniques and terminology of municipal government and utility enterprise fund accounting. Considerable knowledge of Managerial Accounting, regulatory reporting, and customer billing business operations.
• Customer Service — Considerable knowledge of principles and processes for providing customer service. This includes setting and meeting quality standards for services, and evaluation of customer satisfaction.
  
  

REQUIRED SKILLS

• Computer Skills – Utilizes a personal computer with word processing, spreadsheet, and related software to effectively complete a variety of financial tasks with reasonable speed and accuracy.
• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees at all levels, accounting representatives from all departments, and outside agencies. Effectively responds to and resolves complex inquiries and disputes.
• Judgment and Decision Making – Evaluates the best method of research and then exercises appropriate judgment in establishing priorities and resolving complex matters. Considers the relative costs and benefits of potential actions to choose the most appropriate option.
  
  

REQUIRED ABILITIES

• Communication – Ability to effectively communicate ideas and proposals verbally and in writing, to include the preparation of detailed reports which include numerical information and statistics. Ability to handle a variety of financial issues with tact and diplomacy and in a confidential manner. Ability to listen and understand information and ideas being presented verbally and written.
• Financial Management – Ability to perform complex arithmetic, algebraic, and statistical applications to perform financial transactions. Ability to employ accounting principles and practices in the analysis and reporting of financial data.
• Coordination of Work – Ability to establish and implement effective administrative programs and procedures. Ability to plan and organize daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Attends and maintains a calendar for meetings, deadlines and events. Performs a broad range of supervisory responsibilities over others.
  
  

EDUCATION AND EXPERIENCE Requires a Bachelor’s Degree in Accounting, Business Management, Finance or a related field with course work equivalent to a major concentration in managerial accounting and 3-5 years of progressively responsible accounting experience, including 1-2 years of lead or supervisory and experience.

ADDITIONAL REQUIREMENTS An acceptable general background check to include a local and state criminal history check and a valid driver’s license with an acceptable driving record.

PHYSICAL REQUIREMENTS

• Requires the ability to exert light physical effort in sedentary to light work
• Some lifting, carrying, pushing and/or pulling of objects and materials of lightweight (5-10 pounds).
• Tasks may involve extended periods at keyboard or workstation. SENSORY REQUIREMENTS This job requires normal visual acuity, and field of vision, hearing, and speaking. ENVIRONMENTAL EXPOSURES This job risks no exposure to any environmental hazards.
  
  

If interested in learning more about our current job openings and to apply visit https://www.nnva.gov/193/Apply-for-a-Job

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