Member Service Specialist

Summary

To provide clerical services as required that will, through maximum confidence and quality of job performance, contribute to the efforts in obtaining the cooperatives objectives and to promote a smooth and coordinated flow within the office and with other offices. Provides exceptional service to members and fellow employees, primarily in billing.

• Initiate and cultivate positive relationships with members and colleagues to ensure ongoing positive interactions and experiences.
• Provide member service support for all services offered. Must demonstrate adaptability and productivity in responding to changes and be prepared to assist in other duties and responsibilities assigned by management to ensure effective operation.
• Serve as primary point of contact for member inquiries, whether received in person, by telephone, in writing, email, or another form of communication. Address all interactions professionally and efficiently.
• Process all incoming payments received in person, by mail, drop box, Lockbox, and electronic payments with precision and within designated time frames. This includes processing daily bank drafts, wire transfers, ACH payments, and balancing cash drawers. Process returned payments promptly and take necessary action for the collection of funds due.
• Maintains up-to-date knowledge of policies, procedures, REMC rules and regulations, and promotional programs affecting members.
• Notify members of returned payments and associated fees in a timely manner, ensuring transparency, and facilitating resolution of outstanding balances.
• Responds to billing inquiries and make adjustments to member accounts in accordance with policy.
• Prepares non-pay disconnect cards for field personnel to install disconnect collars. Remotely disconnects and connects NPCO accounts from the office.
• Balances cash drawer, deposits, cash, and checks through on-site systems, and processes weekly change orders.
• Estimates monthly budget billing payments for consumers as well as sets up the budget billing amount in the billing system. Calculates end-of-year true-up as well as any necessary correspondence to budget billing members.
• Sets up draft accounts for members, prepare bank draft file for accounting to send to the bank, and post bank draft payments to members account.
• Creates phone list for the first reminder phone call, final notification call, and adds late fees to appropriate accounts.
• Assists members with questions concerning accounts and programs, including My Usage and the online portal.