Member Accounts Supervisor at The Energy Cooperative – Newark, Ohio

The Energy Cooperative, headquartered in Newark, Ohio, serves over 72,000 electric, natural gas and propane members throughout east-central Ohio. As a non-profit cooperative, we are member-owned and controlled by the members we serve. We are committed to serving our members safe, high quality energy services at a reasonable price. We believe in our employees and strive to provide fair, honest and equal treatment with a commitment to training, education, and opportunity for advancement in a safe and secure environment.

At The Energy Cooperative, we take pride in offering competitive benefits and want our employees to have what they need to be their best.

Here’s a glimpse of the programs we offer our employees:

Medical, Dental and Vision InsuranceLife and Accidental Death & Dismemberment InsuranceSupplemental Life Insurance Programs for Employee, Spouse and ChildrenDisability InsuranceFlexible Spending Account (FSA)Paid Time-Off (PTO)Paid HolidaysTraditional 401(k) and Roth 401(k)Retirement Pension PlanEducation AssistanceEmployee Assistance Program

We are currently looking to fill the position of Member Accounts Supervisor based at our Newark, OH Headquarters Office. This exempt position is responsible for member service activities related to collection operations, accounts receivable, credit memorandums, disconnects, service orders, data integrity and escalated member concerns. Ensures subordinate staff respond to member inquiries in an accurate and timely manner. This position reports to the Manager of Member Services and will directly supervise the Member Service Representatives (front counter) and Member Services Coordinator.

Nature and Scope of Position (Essential Duties and Responsibilities):

Support and incorporate the Cooperative’s Mission, Vision and Values in professional behavior and decisions.Comply with all Cooperative policies, procedures, goals and objectives and meet attendance and punctuality guidelines.Understand, observe and enforce cooperative safety and security procedures and report potentially unsafe conditions to Vice President of Marketing & Member Services and/or safety department personnel.Responsible for the day-to-day member service activities related to the Cooperative’s collections, receivables, cash reconciliation, disconnects, service orders and data integrity processes.Manage member service cash operations for the cooperative and ensure all policies and procedures are properly implemented within the department.
Ensure all receivables are accurately posted, balanced to the ledger and communicated to accounting in a timely manner.Assist, explain, and direct members to various assistance programs, i.e. HEAP, LEADS, and Job and Family Services, when appropriate.Develop positive relationships and effectively conduct negotiations with members and collection facilities.
Prepare and provide written and verbal correspondence and report to manager on collection status and other pertinent departmental information.Work closely with member services representatives to resolve member concerns. Provide problem resolution and troubleshooting to members and handle escalated issues and concerns, as needed.
Maintains internal relations with all levels of personnel. Maintains external relations with members/consumers and representatives from various organizations and programs such as bankruptcy court, collection agencies, Home Energy Assistance Program (HEAP), LEADS Assistance Program and Licking County Job & Family Services.Performs other related work in addition to other duties as may be assigned.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skills and/or abilities necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience and Education: Bachelor’s degree in business, supplemented by prior supervisory experience in managing and directing others in day-to-day customer service operations at a credit union or financial institution highly desired, or an equivalent combination of education, training and supervisory experience in customer service, cash receivables, posting of payments, billing and collections function desired. Must be familiar with various assistance programs such as HEAP, bankruptcy procedures and laws, disconnect procedures and laws, and can utilize various resources to stay informed of changes in any of the above. Proven proficiency in excel and has solid data analysis reporting skills. Excellent math skills and basic accounting knowledge.Certificates, Licenses and Training: A valid driver’s license is required. Must have the ability to attend meetings and/or training seminars when requested. Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Language and Interpersonal Skills: Must possess excellent telephone and communication skills. Must be assertive at times in addition to articulating a variety of situations in simple terms. Must have the ability to develop positive relationships with others in order to effectively increase department productivity and account recoveries. Ability to develop and execute a variety of business correspondence to both internal and external sources. Ability to effectively read, analyze and interpret data to senior management, department heads, subordinates, members/ consumers and various collection agencies.Other Skills and Abilities: Must have the ability to motivate employees and develop creative ways to establish and maintain an enjoyable working environment where employees remain focused. Ability to establish and achieve goals for department and personnel. Ability to utilize PC-based applications such as Microsoft Word and Excel, and internal database applications in developing and maintaining information or pertinent data.

Physical Demands and Work Environment: The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is primarily performed in an office environment where climate and noise levels are controlled. Travel to and from various office locations are required from time to time, as well as attend various job-related meetings and training sessions. The physical demands of this position include sitting, standing, walking, lifting and/or carrying light loads, talking, hearing, visual acuteness and mental and emotional demands. Requires repetitive motions with hands and fingers such as dialing and keyboarding. Prolonged sitting at a desk and working on a computer. Must be able to read, write and interpret a variety of business correspondence. This position is subject to pre-employment physical and substance abuse testing and may be subject to random testing in accordance with the Cooperative’s substance abuse policy.Must be available to work during non-working hours which may include weekends and holidays.