Research Clerk I

About the Role

Researches utility termination warnings, potential missing bills, and late fees. Analyzes payment history, negotiates and arranges payment with utility vendors, or executes alternative solutions as deemed necessary to avoid client shut off of utility service. Responsible for the removal of client’s late fees. Responds to calls received via the hotline.

Responsibilities

• Under direct supervision, researches utility termination warnings, potential missing bills, and late fees by reviewing payment history, account posting, and status of check clearing to determine whether further action is required on notices according to department procedures.
• Contacts utility vendors via telephone to determine reason and amount of balance due. Verifies address and that payments have been applied to the proper account.
• With guidance, negotiates a date extension for receipt of payment or arranges alternative solutions to avoid a client shut off of utility service. Negotiates with the vendor for removal of late fees and penalties assessed to the account.
• Prepares and provides written correspondence via email or fax of copy of check remittance to vendors as deemed necessary to resolve shut off possibility. Requests replacement bills from vendor as needed.
• Processes payment research items such as misapplied and stop payments, reissue checks, and pay now. Works closely with internal staff and vendors to minimize and correct errors, answers inquiries, and resolves bill and account discrepancies.
• With some supervision, operates the termination research, missing bill, and late fee databases. Organizes daily work within these databases utilizing department standards and procedures in prioritizing and identifying the most critical research items.
• Reviews and contacts vendors listed on various late fee reports monthly. Determines which vendor’s late fees should be targeted and contacts the vendor to request removal of charges based on established departmental procedures. Documents the results and status of the phone call in the late fee database.
• Answers vendor hotline and assists vendors with questions on a timely basis, within 2 hours of receipt of call or message.
• Contacts vendors who bill summary and round up/donation invoices and requests the removal of clients from those specific billing formats. Follows up on outstanding requests to ensure they have been removed.
• Provides and maintains concise documentation of research, accurate production task time sheets, and updated departmental standards and procedures.
• Works overtime as required by management.
• Performs other duties as assigned by management.

Requirements

• Ability to effectively communicate both verbally and in writing and maintain a positive composure.
• Good interpersonal skills.
• Organizational skills to handle multiple tasks simultaneously and prioritize work.
• Ability to operate standard office equipment including computers, copiers, calculators, and facsimile machines.
• Ability to perform basic functions in the Microsoft Office suite.
• Good analytical and problem-solving skills.
• High school diploma or equivalent required.
• 6 months of previous telephone experience normally acquired working in a customer service or collection position or equivalent work experience.
• General knowledge of the principles and practices of the utility billing process.

About the Company

Cass Information Systems, Inc. (NASDAQ: CASS) is a leading provider of integrated information and payment management solutions. Cass enables enterprises to achieve visibility, control, and efficiency in their supply chains, communication networks, facilities, and other operations. Disbursing over $95 billion annually on behalf of its clients, and with total assets of $2.5 billion, Cass is uniquely supported by Cass Commercial Bank. Founded in 1906 and a wholly-owned subsidiary, Cass Commercial Bank provides sophisticated financial exchange services to the parent organization and its clients. Cass is part of the Russell 2000®.