Job Description
We are seeking a detail-oriented and motivated Research Clerk I to join our team remotely. In this role, you will be responsible for researching utility termination warnings, identifying potential missing bills, and resolving late fees. You will communicate with utility vendors to negotiate payment terms, address discrepancies, and ensure that clients avoid interruptions to their utility services. If you are a proactive problem solver with strong communication skills, we'd love to have you on our team!
Key Responsibilities
Research and Analysis: Under direct supervision, investigate utility termination warnings, missing bills, and late fees by reviewing payment history, account postings, and check statuses. Ensure compliance with department procedures to determine necessary actions.
Vendor Communication: Reach out to utility vendors by phone to inquire about outstanding balances, verify payment applications, and resolve discrepancies. Ensure payments are correctly applied and verify account details.
Negotiation and Solutions: Work with vendors to negotiate payment extensions or explore alternative solutions to prevent utility shut-offs. Also, negotiate the removal of late fees and penalties when applicable.
Documentation and Correspondence: Prepare and send written correspondence to vendors via email or fax, providing check remittance details to resolve shut-off risks. Request replacement bills as needed.
Payment Research: Process items such as misapplied payments, stop payments, reissued checks, and "pay now" items. Collaborate with internal staff and vendors to resolve errors and discrepancies.
Database Management: Utilize departmental standards and procedures to manage the termination research, missing bills, and late fee databases. Prioritize tasks to focus on critical research items.
Late Fee Management: Review and contact vendors regarding late fee reports. Request the removal of charges from vendors according to established guidelines, ensuring that results are documented.
Vendor Hotline Support: Answer vendor inquiries via the hotline promptly (within 2 hours) and assist with any questions or issues.
Client Billing Management: Work with vendors to remove clients from specific billing formats like summary or round-up/donation invoices, following up to ensure changes are made.
Documentation: Maintain accurate records of research findings, task timesheets, and departmental procedures.
Other Duties: Perform any other duties as assigned by management, including overtime as required.
Qualifications
Strong verbal and written communication skills with the ability to maintain a positive and professional demeanor.
Excellent interpersonal and organizational skills, with the ability to prioritize tasks and manage multiple responsibilities.
Proficiency in using standard office equipment such as computers, copiers, and fax machines.
Basic knowledge of Microsoft Office Suite (Excel, Word, etc.).
Strong analytical and problem-solving abilities.
High school diploma or equivalent required.
At least 6 months of prior customer service or collections experience, or equivalent work experience.
General understanding of utility billing processes is preferred.
How to Apply
To apply, please submit your resume and contact information through our application platform. The process is quick and typically takes 20 minutes or less. If your qualifications meet the position's requirements, a member of our recruitment team will reach out to begin the interview process.
Employment Type: Full-Time
Salary: $ 75,000.00 Per Year
Job Tags
Full time, Work experience placement, Work at office, Remote work,