Neltonia Prince Email & Phone Number

-Reconcile utility billing system to general ledger.-Perform daily balancing between CCB, iNovah and the general ledger.-Monitor interfaces relating to general ledger postings and refunds.-Verify daily autopay bank draft file sent to bank.-Process returned autopay bank draft payments.-Complete system generated exceptions relating to autopay draft payments.-Process customer refunds.-Work with accounting to resolve returned refunds.-Research and correct all misapplied payments.-Manage third party collection efforts.-Work with technical and testing teams on all accounting related system defects and enhancements.-Review, update and develop business processes.-Process requisitions, purchase orders, travel authorizations, budget documents and other administrative items as necessary as backup.

-Managed the daily customer service operations of the Finance Department's Revenue division and satellite locations.-Supervised employees and performed staff development tasks.-Documented performance and conducted routine staff meetings.-Assisted with annual performance evaluations, managed schedules, interviewed, and hired customer service staff.-Provided policy clarification to staff and customers and handled any escalation of customer service issues.-Researched transactions/deposits and any payment posting issues.-Assumed responsibility for balancing/reconciliation of revenue accounts.-Provided various balancing activities and compiled a variety of financial and transaction related reports.-Processed all electronically transmitted water bill payments.-Assisted customer service staff with walk in customer payment processing during times of high volume.-Trained and supervised temporary summer interns.-Responded to inquiries and provided information to customers concerning City services.

-Supervised Customer Service Representative staff.-Provided professional and courteous service to internal and external customers of the City of Raleigh with inquiries or complaints regarding utility billing and associated services.-Reviewed, analyzed, and performed simple and complex consumptive or financial adjustments on customer accounts.-Ensured that customer accounts were properly billed and accounts were kept current.-Received customer inquiries, requests for service, and reports of service problems via heavy inbound and outbound phone calls, email, web, fax, written correspondence, and in person.-Coordinated service initiation, service disconnection, and service remediation based on customer needs.-Negotiated payments, payment arrangements, and collected on past due accounts.-Managed escalated customer calls with diplomacy in order to promote positive customer service.-Served as Escalation Coordinator. Provided appropriate resolution for escalated customers who contacted upper management or a representative from the City Manager’s office.-Served as Identity Theft Coordinator. Thoroughly researched possible identity theft issues and reported any confirmed cases to law enforcement.-Trained new hires on identity theft policies and procedures and identity verification system guidelines and usage.

-Processed business license and water bill payments.-Balanced cash drawer from business licenses, water bills, and other miscellaneous payments, with amounts totaling up to $200,000.-Supervised and trained temporary summer staff and managed daily operations.-Used Microsoft Office software to manage work output, staffing duties, rosters, etc. -Delivered, processed documentation, and performed other administrative/customer service duties.-Maintained databases and prepared reports and documents.-Filed and processed incoming and outgoing mail.

-Served as a mentor and advisor for 48 undergraduate students. -Developed, conducted and lead programs on diversity, personal development, relationships, alcohol and drug abuse, security, and academic performance in order to strengthen the community within the residence hall. -Trained 11 new staff members on policies and procedures.-Worked on a staff of 15 people and attend regular staff development in-services.-Managed administrative tasks including room condition reports, maintenance requests, incident reports, and the room change process. -Conducted rounds throughout the building in order to assure security and enforcement of university and residence hall policies and procedures.