OBJECTIVE

Accepts payments to accounts, provides personal contact and answers consumers’ questions regarding payment, balance due, etc.

RESPONSIBILITIES

1. Provides general information, such as billing dates, due dates, and disconnect dates to the member; directs individual to appropriate Nolin RECC employee as needed.
2. Responsible for opening, sorting, and verifying amounts for mail payments; uploads payments to the bank, and posts payments to iVUE.
3. Prepares and posts payments received from the night depository, lobby and drive-in window. Also posts payments which cannot be posted/processed by remit.
4. Utilizes internal computer system to input member information, access consumer accounts, post payments, including financial assistance vouchers issued by community agencies.
5. Responsible for the accountability and security of all change funds, balances cash drawer daily and prepares bank deposits.
6. Maintains professional demeanor and resolves consumer complaints; contacts Supervisor in the event of conflict.
7. Serves as backup for outage calls and promptly completes outage notifications.
8. Provides copies of bill notices, delinquent notices, and letters of credit for members as requested; provides budget estimates and enrolls members in budget billing at member’s request.
9. Obtains information/verifies identification for bank draft; files applications.
10. Files and rotates new and inactive bank draft forms and verifies uploaded deposits against bank spreadsheet.
11. Calls members or completes form letters on discrepancies on checks/payments; types notes in contact tracking on interaction with members; closes contact tracking notes.
12. Changes mailing addresses and phone numbers per member, post office/NISC report, and mail.
13. Documents accounts that come on or off of Operation Round Up.
14. Shred checks and bill cards based on monthly retention schedule.
15. Notarizes easements and memberships.
16. Refunds deposits on accounts with good history for ten months.
17. Verifies service orders pull over to Document Vault.
18. Verifies Document Vault documents for accuracy (correct folder, no social security number, etc.)
19. Verifies data entry on Service Location page on CIS.
20. Assists in notating accounts that come off or on of bankdraft.
21. Follows all rules and regulations regarding Nolin RECC’s PCI policy.
22. Works according to Nolin RECC safety guidelines, is responsible for own safety and reports all accidents immediately.

EDUCATION/EXPERIENCE

• A high school diploma and one year customer service experience with cash handling.

KNOWLEDGE

• Maintains familiarity with Nolin RECC billing, payment and collection procedures.
• Understands departmental relationships and functions and workflow between areas and departments.
• Understands Nolin RECC safety guidelines.
• Knowledge of iVUE.
• Uses contact tracking and notes.

CONTACTS

• Maintains a courteous and cooperative relationship with employees and the public.
• Internal: daily positive interface with employees at all levels within the Cooperative.
• External: daily interaction with the public (billing/payment issues, benefits of products and services).

ABILITIES AND SKILLS

• Utilizes the internal computer system to access consumer accounts, determine payment status, post payments, etc.; operates and maintains office equipment.
• Accurately posts payments and makes change (balance drawer).
• Understands, clarifies and accurately communicates Nolin RECC billing procedures and responds to consumer inquiries.
• Able to manage and be accountable for large amounts of cash and checks.
• Must have the ability to empathize with consumers while maintaining a positive and professional demeanor.
• Must be able to react quickly in the event of hostile situations.
• Works in a team environment and thinks independently.

WORKING CONDITIONS

• Inside, office environment.
• Some overtime may be required.

OTHER

• May be asked to attend training courses relating to the position and the Cooperative industry that may require overnight travel.
• First Aid and CPR certification required.
• Safety training required.
• Information Technology training required.

About Nolin RECC

Nolin Rural Electric Cooperative Corporation is a not-for-profit cooperative that has been serving members in Central Kentucky since 1938. Our service area covers approximately 3000 miles of line and over 35 thousand members across the beautiful rolling countryside of Kentucky’s heartland. We are located near centers of commerce like Louisville, Lexington and Nashville while still maintaining the best features of small town America. Our employees are respected community leaders and valued neighbors who share a passion for contributing to the quality of life in the communities we serve. Our service area features beautiful parks and lakes, outdoor recreation, shopping, local food and crafts and boasts one of the most affordable costs-of-living in the nation.

Connections working at Nolin RECC