Roles and Responsibilities
· Deposit daily cash collections in bank on a daily basis and reporting of the same to LEHULU area manager and finance work unit.
· Assists customer service officers on handling customers.
· Ensure all functions related to monthly utility billing and generated reports are accurate.
· Investigates billing discrepancies, process past due notices, process billing and fines as related to utility billing and cross-connection activities.
· Coordinates with meter reader and cross-connection specialist to maintain status of account activities and compliance issues.
· Reviews, monitors, and recommends changes and controls for the utility billing procedures and systems in conformity with company`s operation guidelines.
· Read, interpret, apply and explain codes, rules, regulations, policies and procedures.
· Communicate account information to affected customers in writing and verbally in a clear and positive manner and assist staff in doing the same.
· Provides oversight on all customer activity including billing, inquiries, and delinquent disconnects, new services and customer complaints.
· Prepares and administers budget for the center.
· Maintains and oversees all internal controls, customer records and system files.
· Communicates courteously with customers by telephone, email, letter and face to face.
· Investigates and solves customers' problems, which may be complex or long-standing problems that have been passed on by Customer Service Officer.
· Handles customer complaints or any major incidents, such as a security issue or a customer being taken ill.
· Keeps accurate records of discussions or correspondence with customers and develops feedback or complaints collection procedures from customers.
· Properly coaches, leads, supervises and evaluate the center`s staff to deliver a high standard of customer service and organizes staffing, including shift patterns and the number of staff required to meet demand.
· Handle time keeping, shifting, leaves (annual, sick, maternity, etc.), etc. matters of the center in consultation with LEHULU HR deployment officer.
· Evaluates the performance of employees under his/her direct supervision
Undertakes other duties as assigned by area managerEducation
BA in Marketing, Management, Business Administration, Finance or related fields
Relevant years of experience required:
2/3 and above years of experience in similar companies specially financial technology companies, micro finance institutions, or any Government organizations