Utility Billing and Collections Team Lead

Why Guelph

When you join the City of Guelph, you join a team of over 2000 employees who deliver services the community relies on every day. Together, we are bringing to life Guelph's vision of an inclusive, connected, and prosperous city where we look after each other and our environment. As a single tier municipality, we offer a variety of occupations and career specialities within our organization. Guided by the goals and objectives of the Future Guelph: Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Community Vision for an inclusive, connected, prosperous city.

What We Offer

We offer competitive wages and comprehensive benefits to meet the needs of our diverse employees. Many of our positions offer:

1. Paid vacation days, increasing with years of service
2. Paid personal days
3. Defined benefit pension plan with OMERS, including 100-per-cent employer matching
4. Extended health and dental benefits, including Health Care Spending Account
5. Employee and Family Assistance Program
6. Parental leave top up program
7. Learning and development opportunities including tuition assistance
8. Employee recognition programs

Position Overview

Resumes are being accepted for the full-time position of Utility Billing and Collections Team Lead, within the Finance Department. Reporting to the Supervisor, Utility Billing and Collections, the successful candidate will be primarily responsible for all billing and collection functions for water, wastewater and stormwater services, with a focus on quality customer service and continuous improvement processes.

Key Duties And Responsibilities

1. Responsible for the setup and maintenance of all billing information for services for new and active accounts.
2. Analyze and review all services installed on land parcels to ensure accurate billing.
3. Perform tasks for final billing, closed and terminated accounts based on ownership changes.
4. Perform tasks related to the accurate and timely completion of all service orders related to the new water billing accounts and apply charges for billing for any new or current accounts.
5. Calculate and perform adjustments related to the billing of new connections, current accounts, and final bills.
6. Act as the first point of contact for water account management and inquiries from municipalities, contractors, builders and internal departments.
7. Liaise with Environmental Services for information on work orders, services installed, meter repairs/replacements and any changes that would impact billing.
8. Liaise with meter reading provider to ensure reads are received in line with billing schedule and final reads are provided as required.
9. Responds to customer billing inquiries, ensuring a high level of professionalism per Municipality standards and requirements, in line with procedures and policies.
10. Understand Privacy Legislation and its application within the department.
11. Remain up to date with any water billing compliance requirements, regulations and best practices including networking with other municipal utility billing professionals.
12. Handle customer inquiries regarding water billing and collections, processing of payments and arrear accounts.
13. Coordinate the monthly collections of overdue water accounts including notice of arrears and transfers to property tax.
14. Liaise with City of Guelph Tax team to support utility billing and collections, customer portal and general inquiries.
15. Assist with water, wastewater and stormwater billing, printing and mailing in line with billing schedules.
16. Reconcile meter reads and billing calculations to ensure appropriate rates and calculations.
17. Assist in the data validation of Central Square Technologies through manual and imported data procedures.
18. Assist with testing processes within the CST utility software and customer service portal, running regular report and queries to verify results.
19. Communicate with internal stakeholders to report on progress and observations.
20. Process payments through all payment channels.
21. Resolve payment issues, research and provide solutions for customers.
22. Maintain the pre-authorized payments plans to include initial enrolment, changes, cancellations, payment amounts, timely resolution of discrepancies and transmittal of data file to bank.
23. Perform accounting duties with respect to revenue related transactions including journal entries.
24. Assist with the development Standardized Operating Procedures and work instructions reflecting industry best practices for Utility Billing.
25. Provide guidance, direction and support to utility billing and collection team.
26. Other duties as assigned.

Qualifications And Requirements

1. 3-year Community College Diploma in Business Finance/Accounting or Completion of a degree or diploma in Business Administration or a related discipline
2. Minimum 5 years' experience in municipal revenue, including but not limited to utility billing and collections specific to water, wastewater, stormwater services.
3. Municipal Tax Administration Program (MTAP) certification, or willingness to complete within two years of hire.
4. Understanding and experience with Reconciliations.
5. Ability to analyze data and provide reports.
6. Must possess a good understanding of relevant accounting practices and principles.
7. Strong mathematical skills, aptitude for figures, thoroughness and attention to detail and accuracy are critical to this position.
8. Demonstrated ability to be a team player, establish effective working relationships with co-workers and a diverse group of stakeholders.
9. Must exhibit strong customer service skills with the ability to respond to customers confidentially in a professional and courteous manner.
10. Demonstrated ability to communicate clearly and effectively both orally and in writing.
11. Must be well organized, able to prioritize work and meet inflexible deadlines in a demanding environment.
12. Intermediate skills in Microsoft Office (Word, Excel and Outlook).
13. Experience with Central Square, Amanda, JD Edwards, Sharepoint, would be an asset.
14. CMRP or CMTP designation from OMTRA is an asset.

Hours of work

35 hours per week Monday to Friday between the hours of 8:00 am and 4:30 pm.

Pay/Salary

CUPE 973 Grade 9: $36.36 - $44.68/hour

How To Apply

Qualified applicants are invited to apply using our online application system by Thursday, April 10, 2025. Please note all applicants must complete the online questionnaire specific to this position at the time they submit their resume and cover letter in order to be considered.

The City of Guelph is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where employees feel welcome, valued and engaged. Our employment policies strictly prohibit all forms of discrimination on any of the grounds in relevant laws. All employment practices are solely based on individual merit, qualifications, and organization's needs at the time. In keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, we are committed to working with and providing reasonable accommodation for qualified individuals in our job application procedures. If you need an accommodation in order to participate in the hiring process, you may contact us to make your needs known in advance.

Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.