Member Services Representative

OBJECTIVES

Ø Member Services Representative is responsible for developing a working knowledge of billing and member services operations. Ø Member Services Representative's objective is to obtain an understanding and working knowledge of all aspects of the cooperative billing practices and procedures. Ø Member Services Representative is to obtain a working knowledge of the responsibilities of the Billing Specialist position and fulfill these duties when necessary.

DUTIES AND RESPONSIBILITIES

Must possess and maintain the ability to: § Respond positively to supervision. § Work as a cooperative member of a team. § Interact professionally and courteously with co-workers and members. § Successfully work within deadlines and time constraints. Develops a working knowledge to provide high-quality service, including prompt and accurate processing of all requests and transactions. Develops a working knowledge of service inquiries over the phone, through electronic communications, and in person. Observe confidentiality in all office-related matters. Promote all cooperative programs to the membership. Develop a working knowledge of or demonstrate the ability to learn various computer applications, including NISC software, member information, and vault storage. Assists with the annual meeting and co-op sponsored events. Attends and participates in monthly billing service meetings. Effectively communicates board meeting goals and objectives. Communicates and reports weekly on strategic priorities of billing services. 1. Cycle Billing a) Spot checks residential billing rates on the test billing file. b) Process Budget Billing Account Listing on the test file and check accounts. c) Run Advanced Search and verify rates on meter registers. d) Run IVR/EFT enrollment report and add AutoPay credit to new enrollee accounts. 2. Member Records a) Updates account addresses and sets up additional or seasonal member addresses. b) Takes member moving information, completes data sheet and initiates, completes and closes moving service orders. c) Prepares and mails membership applications and new member packets. d) Notifies members of declined payments/expired cards. e) Enters credits for member programs. 3. Member Services a) Answers members' inquiries received over the phone, mail, or electronically. b) Develops a good knowledge and understanding of the Cooperative's rate schedules, programs, services, and policies. c) Set up or remove members from Budget billing. d) Assists members who have been suspended from SmartHub. e) Prepare contact tracking notes. f) Updates the billing calendar with meetings/events. 4. Payment/ Cash a) Balances Petty Cash drawer on a daily basis. b) Knows how to open/close business office. Retrieve/Return cash drawers to vault. c) Receives electric and miscellaneous receivable payments over the counter and enters payments through the cash register system. d) Prepares the daily cash up sheet. e) Assists with balancing daily payment reports. f) Prepares daily bank deposit. g) Picks up mail at the post office. h) Open/close cash register system and prepare reports. i) Assists members and the general public entering the office by directing them to the appropriate department, according to need. j) Opens mail and sorts payments for remittance processing machine or manual entry. k) Processes payments through the remittance processing machine and verifies information. l) Posts payments into computer system. m) Uploads files to banking institution. n) Prepares reports and checks for rejected payments. o) Helps members with E-Bill (SmartHub) and IVR (phone) payment inquiries.

SPECIFICATIONS EDUCATION

High School Diploma

EXPERIENCE

Member relations and billing experience are highly desired.

COMPETENCIES

Ability to utilize computerized billing systems. Working knowledge of internal controls, including segregation of duties. Ability to gain a working knowledge of all billing services, including member records, capital credits, collections, and payment processing. Knowledge in Microsoft Excel, Word, Outlook, and similar software. Ability to establish rapport with internal and external representatives, maintaining courteous, respectful, and professional relationships. Must have strong communication skills, oral and written. Ability to use sound, logical judgment and be a practical decision-maker. Ability to prioritize, organize and manage multiple tasks, even simultaneously, and coordinate projects with other employees working to meet deadlines and budgets consistently. Ability to think creatively to resolve operational issues while maintaining consistency, policy and procedures.

REQUIRED

An Individual in this position must possess and maintain a valid Ohio driver's licenses. Willingness to travel - to cover duties at both LMRE (Wellington) and NCE (Attica) (as needed). Ability to speak, hear, understand, and communicate in English. Relative military experience in lieu of education, training, and experience will be considered.

WORK AND SAFETY ENVIRONMENT

Work is performed in a standard office environment, with occasional weekend and evening work and occasional in-state or out-of-state travel. Must be able to perform required duties during extended hours in emergencies. Knowledge of safety issues affecting office workers. Ability to lift and move a box of copy paper weighing approximately 40 pounds. Ability to move about and within an office building and on various terrains. Ability to frequently stand and walk and sit for extended periods. Ability to perform essential functions that require frequent, prolonged viewing and use of computer monitor, keyboard, and computer mouse for extended periods. Operates all cooperative equipment in accordance with FESCO policies and procedures, safety rules, manufacturer guidelines, regulations, and codes and seeks input from the CFO when information is unclear, inadequate, or requires interpretation. Complies with all FESCO policies, procedures, and safety rules as they apply to billing services

REPORTS DIRECTLY TO

ASSISTANT

MANAGER OF BILLING

This Position Description is intended to identify the essential functions of a position and should not be interpreted as all-inclusive. The employee may be required to perform or assume additional position-related responsibilities other than those stated in this description. North Central Electric Cooperative and Lorain Medina Rural Electric Cooperative reserve the right to revise or change the position responsibilities as the need arises. This Position Description does not constitute a written or implied contract of employment. The time frames mentioned for the successful accomplishment of training phases are for illustrative purposes only and should not be construed as an implied contract of employment for any amount of time. Equal Opportunity Employer, including disabled and veterans.

Job Type:

Full-time Pay:

$22.43 - $25.64 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Tuition reimbursement Vision insurance Application Question(s): Are you 20 miles or less from Spencer, Ohio (44275)?

Education:

High school or equivalent (Required)

Experience:

Customer Service:

2 years (Preferred)

Billing:

2 years (Preferred)

Work Location:

In person