Supervisor of Revenue Services

ABOUT US

The City of Spruce Grove is a fast growing, dynamic city committed to building and maintaining a fiscally responsible community that serves our residents, attracts visitors, and promotes future growth.

The “Values, We Live By” are accountability, communication, leadership, integrity, and respect while we work towards maintaining a work/play balance.

We are an organization that cares, an organization that is committed to our city and committed to you. The City of Spruce Grove is committed to public service, where everyone feels empowered to contribute their best work. We believe that by working together in a spirit of collaboration and respect, we can achieve great things.

THE OPPORTUNITY

Reporting to the Assistant Controller - Revenue Services, the Supervisor of Revenue Services (SRS) will be the team lead of the Utility Services, General Receivables and Customer Accounts within Revenue Services. The SRS will provide daily support to all areas of responsibility, develop, and deliver training plans, ensuring excellent customer service delivery and work unit effectiveness. Through the training programs, the RSS maintains a flexible workforce by empowering staff towards advancement.

This is a permanent full-time position (35 hours) per week. The salary range for this position is: $86,486.40 - $102,793.60.

RESPONSIBILITIES

Billing & Customer Accounts Lead
- Using a hands-on approach, assist Customer Account Representatives and Billing specialists to ensure goals/objectives are unaffected by staff absences and cycles of demanding workloads.
- Serve as technical expert on Diamond/Great Plains modules for Customer Maintenance, Utility Billing, Accounts Receivable and Cash Receipting.
- Oversee collections of overdue accounts.
- Provide leadership to team in alignment with the organization’s values and policies.
- Reconcile utilities and accounts receivable subledgers.
- Receive and investigate complaints or concerns relative to the delivery of services and ensure appropriate information is provided or appropriate action taken.
- Assist team in responding to difficult customer issues and follow up with coaching on specifics of de-escalation techniques.
- Develop and implement cross training plans to maintain versatility amongst staff.
- Assist applicable departments in troubleshooting issues with point-of-sale transactions.
- Review and post online payments, pre-Authorized payments, and other receivable batches.

Accounting & Financial Reporting
- Assist Controller and Assistant Controller with preparation of quarterly and year-end financial reporting and working papers.
- Assist in year-end activities including preparing for interim and year end audits.
- Report routinely on collections and allowance for doubtful accounts.
- Perform daily bank reconciliation.
- Perform various revenue services analysis.

Internal Controls
- Implement and monitor internal controls including segregation of duties and access to client’s information.
- Audit financial transactions within general and utility receivables and cash receipting for accuracy.
- Lead staff in development and reporting on individual annual performance plans and provide mentorship.

Organizational Support
- Be the Finance representative on internal working groups as assigned by the Controller.
- Provide support to the organization through training, advice, and analysis as the technical expert on generally accepted accounting principles, internal controls, and financial analysis.
- Maintain effective communication with internal customers to promote shared knowledge and city values.
- Receive and investigate complaints or concerns to ensure the delivery of superior customer experience.
- Respond respectfully to customer concerns and complaints using tact and understanding, escalating issues to the appropriate individuals promptly.
- Stays informed of department and corporate events, programs, services, and facilities to share with front line staff.
- Provide timely information, resources, and tools to Customer Experience Staff to ensure they are confident and informed about services, facility hours and processes.

Other Duties
- Adhere to the City's established policies, procedures, and standards (written or implied), and any changes or modifications which may vary from time to time.
- Comply with City’s policies and procedures and contribute to a positive safety culture.
- Take all practical steps to work safely at all times and ensure other staff members are also working safely.
- Report all health and safety incidents, near misses as required in a timely fashion.
- Participate in regular Health and Safety meetings and relevant health and safety training as required.
- Perform other duties as required.

QUALIFICATIONS

REQUIRED QUALIFICATIONS:

- Post-secondary diploma or a degree in Business Administration, Finance or equivalent.
- Chartered Professional Accountant (CPA) Designation or working towards it.
- Minimum of five (5) years related ex