This position is responsible for administering the Capital Credits, Billing, Remittance and other member related programs in support of the Cooperative’s strategic initiatives.

Essential Duties & Responsibilities

• Communicate the Capital Credits, Member Assistance, Medical Necessity and Debt Recovery Programs to members and employees. Analyze and validate allocations, retirements and updates for all capital credit accounts and assist with managing escheat funds in cooperation with the Texas State Comptroller’s Office
• Review, verify and validate Board of Directors petitions for accuracy and provide required documentation to open records
• Determine estate and early payout amounts ensuring all unretired, unclaimed and unissued funds are accounted for; research and identify proper heirs when dealing with estates
• Respond to incoming capital credit correspondence and inquiries and web requests
• Post and process recurring payments, returns, declines and reports from all payment channels; troubleshoot exception payments and make required corrections
• Create and transmit files to the bank for deposit
• Verify and make adjustments related to the payment files from the lockbox service provider and banks
• Analyze, troubleshoot, resolve member concerns, escalations and complex issues

• Schedule, manage and process data through interfaces with the Meter Data Management (MDM) and billing systems
• Perform bill calculations, manual bills and delinquent processes
• Troubleshoot complex billing adjustments, account inquiries and corrections including creation of service orders as necessary
• Partner with other departments and staff to ensure member issues are addressed and resolved
• Compile all statistical and financial reports for leadership and Board of Directors
• Work with collection agencies to recover previously written off accounts and report outstanding balances timely
• Process and report member refunds weekly
• Analyze and process member disconnections for non- payment
• Process and manage the tax exemption certificates, review reports and update accounts

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• Reconcile accounts receivable module and the Payment Gateway daily
• Review and process bankruptcy filings
• Work with software vendor to troubleshoot and resolve critical issues
• Maintain the security of confidential information
• Stay abreast of advances in technology
• Demonstrate regular and prompt attendance
• Performs other related duties as necessary or assigned

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Supervisory and/or Leadership Responsibilities

None

Knowledge, Skills & Abilities

• Knowledge of computer systems which may include setting up or using hardware and software programs entering data or processing information
• Knowledge of accounting and billing procedures
• Knowledge of principles and processes for providing customer service
• Knowledge of the Cooperative’s Policies and Procedures
• Knowledge of acceptable and unacceptable legal documents for estate payouts
• Knowledge of effective research and analysis methods
• Skilled in prioritizing and managing changing priorities
• Skilled in time management
• Ability to anticipate, identify, analyze and resolve conflict and problems
• Ability to communicate effectively verbally and in writing
• Ability to multitask in a fast-paced environment with frequent interruptions

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Minimum Qualifications - (Education, Experience)

• Associate’s Degree in a related field.
• Four years of customer service experience
• Directly related experience may substitute for education
• Experience in data measurement and analysis preferred

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• The employee may be required to stand; reach with hands and arms, stoop and kneel
• The employee may be required to lift, carry, push, pull or move up to 25 pounds
• The employee may be required to work after hours call out
• This position may be required to work more than 40 hours per week

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.