Member Accounts Supervisor

The Energy Cooperative, headquartered in Newark, Ohio, serves over 67,500 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 Insurance
• Life and Accidental Death & Dismemberment Insurance
• Supplemental Life Insurance Programs for Employee, Spouse and Children
• Disability Insurance
• Flexible Spending Account (FSA)
• Paid Time-Off (PTO)
• Paid Holidays
• Traditional 401(k) and Roth 401(k)
• Retirement Pension Plan
• Education Assistance
• Employee 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 all activities related to the Cooperative’s member accounts functions including cash receipt reconciliation, receivables, credit memorandums, collection operations, disconnects and member billing. Ensures team members follow all policies and procedures. This position reports to the Vice President of Marketing and Member Services. This position will directly supervise Member Services Representatives (front counter), Collection & Receivables Clerk, Billing Coordinators, and Sr. Billing 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 activities of the Cooperative’s billing, collections, receivables, cash reconciliation, and disconnects processes.
• Manage 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.
• Work with Vice President of Marketing & Member Services to improve processes and technology in the areas of billing, collections, cash receipt and disconnects.
• Work closely with member services supervisor to resolve member concerns. Provide problem resolution and troubleshooting to members and handle escalated issues and concerns, as needed.
• Run monthly reports for the Vice President of Marketing & Member Services reflecting the Cooperative’s billing, collections, receivables, cash reconciliation, and disconnection activities.
• Review levels of bad debt and receivables and develop effective programs to minimize these.
• Maintain positive working relations with all levels of Cooperative personnel and third-party vendors (printer, collection agencies and Legal Counsel as it relates to collections).
• 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, 5 or more years of 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 communications skills and be able to 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 to effectively increase department productivity and improve member experience. 
• Other Skills and Abilities: Displays high standards of ethical conduct and is widely trusted and viewed as a direct and truthful person.  Requires minimal supervision and must be highly organized. Remains calm under pressure and does not become defensive or irritated when times are tough. Knows personal strengths, weaknesses, opportunities and limits and is open to criticism and is not defensive. 

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.