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Utility Billing Services Supervisor

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Utility Billing Services Supervisor

Salary

$49,441.00 - $58,706.00 Annually

Location

Boise City Hall, ID

Job Type

Full Time Regular

Job Number

23 -07263

Department

Public Works

Division

Billing

Opening Date

10/07/2025

Closing Date

10/21/2025 12:00 PM Mountain

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Summary Statement

Lead and oversee the City of Boise’s accounts receivable collection efforts, ensuring accuracy, efficiency, and compliance with all laws, ordinances, and city policies. This role offers the opportunity to work independently while making a direct impact on the city’s financial operations.

Required Knowledge, Experience, And Training

+ Bachelor’s degree in business administration, public administration, accounting or a related field

+ 5 years of experience in collections call center or utility collection environment with 2 years supervisory or managerial experience,

+ or an equivalent combination of education and/or experience.

Licensing And Other Requirements

+ Valid state-issued driver's license.

Special Requirements

Applicants must be able to pass:

+ City of Boise background check processes which includes a criminal history check and reference checks in accordance with the City of Boise Hiring Process Regulation

+ Credit History Check

+ Driving Record Check

City of Boise Benefits Snapshot

Health & Wellbeing: Zero-premium medical, dental, and vision options, plus wellness incentives and employee assistance.

Retirement & Savings: PERSI retirement plan, 401(k)/457(b) with employer match, and post-employment HSA.

Paid Time Off: Vacation, sick leave, 10 holidays, 2 floating holidays, and 10 weeks parental leave.

Life & Disability: Term life and long-term disability coverage, with optional supplemental plans.

Perks: Tuition reimbursement, student loan assistance, adoption support, free bus pass, and employee discounts.

Essential Functions

Performs the full range of duties (with appropriate managerial review), including hiring, evaluating, promoting and assigning duties; corrects inappropriate actions or behavior through communication and coaching; initiates discipline or termination as needed; and oversees employees or a group.

Acts as the central contact point for information related to the collection of delinquent accounts. Counsels employees and customers regarding department and city practices, policies and procedures. Participates in special projects or committees. Organizes, plans and assigns portfolios for each collection agent by setting priorities and deadlines and ensuring accounts are reviewed and payment arrangements are made. Ensures the unit operates at maximum efficiency and meets all goals. Prepares and reviews daily financial reports.

Prepares the collection team for the day's work, motivating efforts to make collections of delinquent accounts and recording returns or payments received. Prepares a monthly list of delinquent accounts for the team. Formulates and implements specific collection objectives, manages and sets a high monthly collection rate for the team to achieve and reviews the result with the team individually.

Reviews customer account adjustments, credits and processed payments for accuracy and attention to detail. Posts cash transactions to the general ledger and generates cash receipts via the interface with the accounting system. Maintains the performance management program. Performs evaluations of accounts as well as phone conversations to ensure standards, city codes, policies and procedures are adhered to. Provides reporting on service level statistics and overall unit performance. Monitors collection phone volume, number of calls waiting and abandonment rate to ensure collection calls are answered and resolved promptly.

Maintains a portfolio of significant dollar delinquencies and determines resolutions, including suspension of services, legal action or referral to outside agencies. Reviews account delinquencies to ensure acceptable limits are met. Maintains bad debt records and related collection databases.

Researches legal issues involving collection practices and prepares legal documents to be used for involuntary collection procedures that may include legal action. Maintains detailed records of accounts.

Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

Requirements

Additional Required Knowledge, Experience, And Training

Knowledge of:; organization or department operations, services and policies; suspending commercial accounts for non-payment; practices and procedures of the bankruptcy court, district court, and prosecutor’s office; statistical analysis and research techniques; policy development and administration; computer usage including related software; and credit and collection laws.

Ability to:; follow-up on work assignments and verify accuracy and completeness; operate a computer with demonstrated proficiency using contemporary and related database, word processing, and spreadsheet software applications at an appropriate level for efficient job performance; read and understand laws and other written documents; autonomously assess varying situations, develop solutions and make decisions with minimal direction; apply basic math as well as spelling and grammar skills; communicate effectively in the English language at a level necessary for efficient job performance; and perform all essential functions as assigned by an authorized employee, supervisor and/or manager with or without a reasonable accommodation.

Individuals must be capable of operating vehicles safely and have an acceptable driving record.

Preferred Knowledge, Experience, And Training

Six years of experience in a collection call center or utility collection services environment with four years of supervisory or managerial experience.

Working Conditions

The physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Efforts

While performing the duties of this job the employee is occasionally lifting/carrying up to 10 pounds. Also, the employee is occasionally pushing/pulling up to 10 pounds. The noise level is always moderate. Work includes sensory ability to talk, hear and touch. Work in this position also includes close vision, distance vision, peripheral vision and depth perception. Employees will sit, stand, walk, reach and grasp. Position requires hand/finger dexterity.

Working Environment

The work environment will include inside conditions. Employees will also drive a vehicle as part of this position.

Top talent deserves top-notch benefits. The City is among the best in the Treasure Valley when it comes to the benefits and perks we offer our employees.

Most positions are eligible for the general benefits listed here; firefighters, police officers, senior managers, command staff, and directors may be offered other benefit plans.

Healthcare:

+ ZERO premium medical coverage option for you and your family

+ Low-cost dental and vision options.

+ Post-employment health savings account.

Retirement and Investment Plans:

+ PERSI retirement benefits

+ 401(k) or 457b pre-tax investment options with employer match.

+ 457b Roth after-tax investment options with no match

WellBeing Program:

+ Up to $500 cash per year for participants.

+ Alternative transportation incentives.

Paid Leave – City employees receive generous paid leave:

+ 10 hours of vacation per month, and this increases the longer you stay with the City

+ 12 paid holidays every year

+ 8 hours of sick leave per month

+ 10 weeks Parental Leave

Life & Long Term Disability:

+ Basic Life insurance at no cost to you

+ Long Term Disability insurance at no cost to you

Other optional benefits:

+ Pre-tax Flexible Spending Accounts

+ Supplemental Life Insurance

+ Supplemental Disability Insurance

+ Tuition reimbursement

+ Free local bus pass

+ Corporate discount programs

+ AFLAC

+ Employee Assistance Program for short-term counseling on work, family, finances, and personal issues.

Please visit our website for further details mybenefits.cityofboise.org