City of Garland
Responsible for processing approximately 1,000,000 payment transactions annually, and collecting monies totaling nearly $300,000,000, owed to the City of Garland in payment for Electricity, Water, Sewer, and Environmental Waste services, in a timely and accurate manner, while providing professional, effective and reliable service to customers.
Essential Job Functions
Accept and process payments (cash, check, money order, e-payment) from utility customers at walk-up counter or drive-through payment center locations.
Enter all payments into cash drawer and record on payment system for individual accounts.
Interact with customers or their agents in person, by phone, or in writing, to resolve problems and/or inquiries relating to utility bills, payments, payment options, donation programs, refunds, and sales tax exemptions.
Research and process adjustments required for correction of payments and/or refunds due to over/under-payment or posting to wrong account.
Review customer account information to determine required payment and generate service orders for reconnection of utility service when payment is received on disconnected account.
Establish customers on bank draft (ACH) and PAID (utility assistance) program, process daily ACH payments, and prepare a monthly report detailing total number of draft payments and total income generated by ACH payments.
Receive and process customer mail payments using CR-190 check scanner and visual recognition software. Open mail using letter extractor, separate into appropriate processing categories (single payment with bill stubs, multiple payment with single stub, multiple stub with single payment, missing stub), operate and load check scanner with appropriate settings for each payment batch, monitor, research, and resolve issues for payments which fail to process automatically. Reconcile all payment batches to ensure that amounts posted to customer accounts match amounts deposited to bank.
Maintain purchasing records, including purchase orders, requisitions, etc., and purchase supplies and other required items.
Minimum Education & Work Experience
High School Diploma or General Equivalency Diploma (GED)
2 years related experience
Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Preferred Knowledge – Abilities & Skills
6 months – 1 year advanced training or study past the high school level
2-4 years experience in cash handling, customer service or related field
Knowledge, Skills & Abilities
General knowledge of payment processing procedures
General knowledge of accurate posting of financial transactions
Basic knowledge of accounting principles and practices, financial record keeping and reporting
Basic knowledge of basic computer applications with skill in Microsoft Office (Word, Excel, Outlook)
Skill in research methodology
Excellent communication and customer service skills
Skill in proper business and telephone etiquette
Skill in de-escalating stressful situations involving customers
Ability to be attentive to detail and accuracy
Ability to effectively communicate both orally and in writing
Licenses & Certifications
No Licenses/ Certifications required
Physical Tasks & Working Conditions
The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards. Work is performed on a flexible rotating shift schedule.
Models Organizational Values
Work Environment Safety