Summary:

Leads and sets strategic direction of Member Services department.  Develops and manages business standards for member interactions to ensure information accuracy and excellent customer support. Develops efficient processes to ensure reliability and availability of membership data used to support member communications and guide business-critical decisions.  Develops and directs consistent business policies and practices for all members and ensures Bylaw compliance. Works to formulate marketing campaigns and implements those campaigns. Responsible for crafting and implementing strategic member engagement initiatives to foster improved long-term relationships between the Cooperative and members.

Objectives:

• To plan, direct, coordinate, evaluate, and monitor all administrative and member service-related policies and procedures to ensure the offering of aggressive programs to meet the present and future needs of the Cooperative and its members.

• Promote and adhere to A & N Electric Cooperative safety and operating rules, procedures and guidelines.

• To provide services with regards to member services, billing and collections in a timely and accurate manner to all members, as provided by the terms and conditions of the Cooperative.

• To coordinate with all department heads any activities relating directly to member service functions.

Reporting Relationships:

• Reports to:                
  • Chief Operating Officer (COO)
  • VP, Corporate Services*

• Supervises:
  • Supervisor, Member Services
  • Billing Analyst/Programs Coordinator

Duties and Responsibilities:

• Develops, prepares, and implements the annual and long-range member services strategic action plans and budget consistent with the Cooperative's goals, objectives, and vision. Monitors and evaluates the progress and results of these plans, making modifications as needed.

• Oversees the administration of the Cooperative’s Customer Information System, and Residential and Large Power billing processes, to ensure that they operate efficiently and accurately, staying current with industry and regulatory changes.

• Supervises employees reporting to this position, including planning work schedules, training/coaching, evaluating performance, hiring and firing. Ensure the development of highly motivated and trained employees equipped to meet the changing demands of members.

• Plans and prepares company-wide work schedules for all functions pertaining to billing.

• Responsible for all aspects of electric service billing.

• Ensures all functions of the billing department are carried out in a manner which will produce timely and accurate bills.

• Coordinates with NISC concerning printing and mailing of bills and inserts.

• Coordinates with NISC concerning programming changes that affect billing. Through detailed testing, ensures that bills will be accurate once changes are implemented.

• Responsible for collection of past due accounts and bad debts.

• Plans and carries out monthly collection and disconnection activities. Coordinates and performs telephone standby duty and support after hours.

• Negotiates payment arrangements, when applicable, with members concerning delinquent accounts and/or written off accounts.

• Corresponds with members concerning returned checks and transfer of bad debts.

• Writes off bad debts as approved by the Board of Directors.

• Coordinates collection of bad debts with third-party vendor.

• Administers service order system.

• Responsible for Capital Credits estate special retirements.

• Administers Contact Tracking within Customer Information System. Updates and maintains all forms of communications with members, handling member questions and complaints, as necessary.

• Administers the call answering contract with Cooperative Response Center (CRC) and communicates regularly with CRC representatives. Responsible for annual budgeting and monthly CRC invoicing of this service.

• Communicates with various local, state and federal agencies concerning members’ accounts.

• Writes and maintains customized reports relating to members’ accounts, billing, capital credits, and other data contained within the Customer Information System.

• Monitors and maintains net metering accounts and Cooperative Sunshare accounts.

• Prepares and distributes proxy to members. Oversees and coordinates with consultant on proxy delivery, reports and deadlines.

• Schedules and oversees registration process and information tables at Annual Meeting.

• Oversees and facilitates Members Helping Members program for Cooperative and the Department of Social Services.

• Administers Meter Data Management System.

• Performs other duties as may be assigned.

Relationships:

Establishes and maintains the following contacts and relationships for the purpose of coordination and communication between departments:

Internal:

• Provides information within the organization, as required, to ensure communication of department goals and objectives due to current status and/or conditions.

• Confers with department staff, supervisors, directors, managers and Strategic Group to review results and discuss required changes in goals or objectives due to current status and/or conditions.

External:

• Members: To provide members with the information necessary to ensure that they are using electrical energy in the most effective manner possible; to explain Cooperative objectives, policies, plans, programs and services; and to seek customers opinion on desired products and services.

• General public: To foster and maintain a congenial working relationship for the interchange of information for mutual benefit.

• National Information Solutions Cooperative (NISC)

• Virginia State Corporation Commission & Maryland Public Service Commission

• Local and state welfare departments

• Auditors

• Cooperative Response Center

• Other cooperatives

• Vendors: To represent the Cooperative with vendors/consultants through day to day project management and contract negotiations.

Education:                         

Bachelor’s degree in business, accounting or a related field preferred.  NRECA courses in supervision or equivalent preferred.  Preferred qualifications may be substituted with equivalent experience.

Experience:

Incumbent should possess a minimum of ten (10) years of progressively responsible experience in the billing/member services department of a utility, preferably a cooperative, or another industry employing similar technology and serving the same or larger customer base.

Job Knowledge:

Must have knowledge of Cooperative Terms and Conditions, Cooperative Rate Schedules, District Court Procedures (regarding warrants and judgments), Payment Assistance Programs (federal and state), general knowledge of utility agencies and associations such as Rural Utilities Service (RUS), National Rural Electric Cooperative Association (NRECA) and Virginia, Maryland, Delaware Association of Electric Cooperatives (VMDAEC)

In addition, incumbents must have an understanding of computer systems as they relate to this position.

Must possess a working knowledge of all tasks within the department.

Abilities and Skills:

Ability to deal with a variety of people in difficult situations; plan, organize and direct work schedules; interpret and apply billing rate schedules; recognize, understand and resolve problems.

This position also requires proficiency in written and oral communication, organization, personal computers and related equipment, mainframe computers, and mathematical skills.

About A&N Electric Cooperative

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