Billing & Collections Specialist

Position Function: Ensures the accurate and timely billing of member accounts and leads collection activities to reduce delinquency, maintain regulatory compliance, and protect the Cooperative’s financial health while delivering a positive member experience. Essential Job Duties and Responsibilities: Assumes primary responsibility of preparing for and processing monthly billing, final bills, automatic payments, late fees, and month-end activities in accordance with cooperative policies and procedures to ensure financial requirements are met. Administers prepaid and budget billing programs, ensuring compliance with program requirements and timely member payments. Performs billing adjustments in accordance with cooperative policy and escalates exceptions as required. Maintains strong working knowledge and understanding of the Cooperative’s rate tariffs and billing structures. Reviews billing and collections practices, policies, and procedures; analyzes collection performance, delinquency trends, and billing outcomes; identifies and recommends process improvements, policy changes, and corrective actions to enhance billing accuracy, compliance, financial performance, and member payment success. Exercises independent judgment in evaluating billing exceptions, collection strategies, payment arrangements, account disputes, and member resolutions, ensuring compliance with Cooperative policies, regulatory requirements, and business objectives. Manages delinquent accounts, including issuing notices and conducting member outreach in compliance with cooperative policy and regulatory requirements. Initiates service disconnections and coordinates reconnections in accordance with all applicable rules and policies, including regulatory requirements. Maintains accurate and complete documentation of all collection, disconnection, and account activity to support audit readiness and legal compliance. Responds to escalated billing and collections inquiries, analyzes complex account situations, interprets applicable policies and regulations, and resolves member issues through independent evaluation and sound business judgment. Supports after-hours collections and reconnection activities as needed. Assists with write-offs of uncollectible accounts and coordination with collection agency. Maintains current knowledge of applicable regulations, including Minnesota Public Utilities Commission (PUC) requirements, and cooperative policies related to billing, collections, and service disconnections. Prepares and analyzes reports related to billing performance, collections effectiveness, delinquency trends, and regulatory compliance; provides recommendations to support operational performance and financial decision-making. Attends and participates in cooperative events to maintain a positive cooperative presence and to build positive relationships with members, community leaders, vendors and the communities served by the Cooperative. Stays informed of and supports energy assistance programs and related reporting requirements. Keeps supervisor informed of work in progress and escalates issues involving safety, financial, service, or compliance risks as appropriate. Assists with outage calls and other operational or administrative tasks as needed. Education and Experience: Bachelor’s degree in business, accounting, or a related field preferred, with a minimum of five years of experience in customer service and accounts receivables. An equivalent combination of education and relevant experience will be considered. Previous experience in a utility or member/customer service environment is highly desirable. Required Knowledge: Demonstrates strong computer proficiency, including Microsoft Office applications, with the ability to effectively use data, perform basic analysis, and produce reports. Possesses a strong understanding of accounts receivable processes, delinquency management strategies, payment arrangements, and collection procedures. Maintains knowledge of applicable federal, state, and local regulations, including Minnesota Public Utilities Commission (PUC) rules and Cooperative policies governing billing, collections, disconnections, and member protections. Must possess or obtain general utility knowledge related to utility operations, rate structures, and member programs. Demonstrates solid knowledge of standard office practices, documentation standards, recordkeeping, and internal controls to support accuracy, audit defensibility, and efficient workflow management. Required Skills and Abilities: Demonstrates strong organizational, analytical, and problem-solving skills. Effective written and verbal communication skills, and the ability to interact professionally with employees and members. Ability to learn and effectively use the Cooperative’s customer information system, billing system, financial applications, and reporting tools. Exhibits a strong commitment to member service and representing the Cooperative in a professional and positive manner. Ability to manage multiple priorities in a fast-paced environment. Ability to use sound judgement and work independently with minimal supervision. Ability to utilize available resources effectively and efficiently to complete job responsibilities. The ability to communicate effectively and professionally in a courteous, tactful, and service-oriented manner. Maintains a high degree of accuracy and attention to detail, with the ability to collect, organize, and present information effectively. Strong collaboration and relationship building skills. Ability to meet all job related requirements, including any required written, verbal, or physical assessments. Must possess and maintain a valid driver’s license required by the State of Minnesota to operate cooperative vehicles when required for business purposes. Must be able to pass background checks to access government-related databases. Work Environment and Physical Demands for Essential Job Functions: This is a professional office position that involves frequent sitting and occasional squatting, bending, standing, and walking. The role requires the ability to frequently lift or move up to 10 pounds and occasionally up to 35 pounds, for items such as office supplies, files, and small office equipment. Employee will perform repetitive hand movements, including grasping and typing. Work is primarily conducted indoors in a climate-controlled, smoke-free office environment with minimal noise. The position involves regular use of computers, telephones, and other standard office equipment. Employee may be required to attend meetings, interact with coworkers, vendors, and the public, and occasionally move between offices or departments. Meetings, training, and conferences may require travel locally or to another state. Visual acuity is necessary for reading documents, working on computers, and reviewing detailed information. The ability to effectively exchange information with members, employees, vendors, and others in person and through electronic communication methods is required. The role may occasionally require extended periods of concentration and the ability to manage multiple tasks simultaneously in a fast-paced setting. Equal Employment Opportunity and Accommodation People’s Energy Cooperative is an equal opportunity employer committed to creating an inclusive workplace. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law. The Cooperative is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with applicable law. Employees or applicants needing assistance or accommodation should contact Human Resources. #J-18808-Ljbffr