Member Services Representative - libby

Job Position

Primary responsibilities include serving as the initial contact for members via phone or walk-in initiating service to new members, answering a variety of member questions, handle a variety of member account transactions, maintaining files on prospective and active members, collecting deposits and payments.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions:

1. Assist members with a variety of questions and needs, to include, but not limited to:

• Initiate and process service orders for transfers, connects, disconnects, disconnects for non-pay, retirements, new construction and system related maintenance and repairs; thoroughly inform new members of Cooperative policies and procedures.
• Resolve member billing questions, high bill complaints, and provide other information as requested; involve other department personnel when needed.
• Collect advance payments, other fees, and billing payments; issue appropriate receipts. Obtain credit history before processing new members by running Red Flag Alert Checks. Check the system for any uncollectible or disconnect for non-payment. If any payment owed, collect and charge FEC advance payments and obtain a receipt for payment at credit bureau.

2. Assist members with delinquent bills and making pay arrangements or research payments; inform the Collections Assistants of potential disconnects for non-pay.

3. Using the weekly summaries, update service orders and take appropriate action on unpaid advance payments in a timely and efficient manner.

4. Obtain a signed landlord contract on rental/leased property; update information when needed.

5. Assist and educate members with the following programs:

• Energy Assistance.
• Energy Service.
• Information Technology.

6. Serve as the initial contact to members and the public providing friendly, helpful and professional services at all times. Assist the individual when possible with the more basic items like changes to the member or Accounts Receivable screens on single accounts. This may include but is not limited to; assistance in changing addresses, names, phone numbers, simple pay arrangements (extending due dates), providing credit letters or consumption history, adding authorized parties to the account, or setting up auto pay or budget billing in appropriate situations. Research payments. All changes will be sufficiently documented in contact tracking on the member's account.

7. Direct the public/members to the appropriate employee if that individual needs more assistance than can be provided by the Front Office Staff.

8. Daily, receive and accurately process payments from members at the counter, mail, drop boxes, electronically etc.

9. Daily, balance the cash drawers and remittance processor, reporting the deposit amount and any offages to the Payment Services Administrator. Check cash drawers often throughout the day to ensure enough cash/change is available to service the members. Prepare the bank deposit daily using the reconciliation sheet to ensure accuracy.

10. When using the cash drawers, handle cash appropriately to ensure security.

11. Open, process and deliver all mail. Working returned mail as needed.

12. As needed, maintain the filing system for payment batches, member correspondence and accounts payable check copies. Ensure documents are filed property and retained according to retention schedules.

13. Keep office supply room organized and stocked (as assigned).

14. Always assist members/vendors/employees and the general public in a courteous and professional manner ensuring their continued satisfaction with FEC. Work in harmony and show respect to all fellow employees in order to promote an effective and pleasant working environment.

15. Maintain ongoing communication with supervisor regarding situations requiring immediate attention, problems/concerns, questions, etc.

16. In pursuit of zero workplace incidents, promotes and maintains a positive safety culture while adhering to all applicable policies outlined in the Safety Manual. Reports all incidents and potential safety hazards in a timely manner to supervisor or Safety Coordinator.

17. Become familiar with and keep current with FEC objectives and applicable policies.

18. Performs other duties as assigned by management applying the same skill and enthusiasm as with regularly assigned responsibilities.

Minimum Position Qualifications:

Education: High School Diploma or equivalent. Job Related Experience: 1 to 4 years in a public contact position, preferably with money handling responsibilities. Supervision: No Experience Supervising Required.

Computer Skills: Proficient on 10-key and computer, including Microsoft Office 365.

Certificates & Licenses: None required.

Other Qualifications:

•Able to work 40 hours per week.

•Valid Montana Driver's License and be insurable to drive FEC vehicles.

•Present a professional appearance at all times.

•Be a team player with effective verbal and written skills.

•Able to travel occasionally out-of-area and/or overnight.

•Assume responsibility without direct supervision, display initiative and exercise good judgment.

•Legible handwriting.

•Basic math skills required.

•Be organized, accurate and exercise strong attention to detail.

•Possess proven ability to maintain confidentiality.

•Exhibit excellent member relations and customer service skills and be able to relate one-on-one.

•This position is required to join the Union and is covered under the current CBA.

•Work schedule as defined by the Union contract, with overtime as required.

•Able to effectively coordinate and follow office processes and procedures.

Physical Demands:

Stand F (Frequently) Walk F (Frequently) Sit F (Frequently) Handling / Grasping F (Frequently) Reach Outward F (Frequently) Keyboarding  F (Frequently)  Speaking  F (Frequently)  Vision  F (Frequently)  Hearing  F (Frequently)  Reach Above Shoulder R (Rarely) Foot or Leg Controls  N (Not Applicable)  Climb N (Not Applicable)Crawl N (Not Applicable)Squat or Kneel N (Not Applicable)Bend N (Not Applicable)Drive N (Not Applicable)Lift/Carry10 lbs. or less O (Occasionally) 11-25 lbs. R (Rarely) 26-50 lbs. N (Not Applicable) 51-100 lbs. N (Not Applicable) Over 100 lbs. N (Not Applicable) Push/Pull 10 lbs. or less N (Not Applicable)11-25 lbs. N (Not Applicable)26-50 lbs. N (Not Applicable) 51-100 lbs. N (Not Applicable) N (Not Applicable)Activity is not applicable to this positionR (Rarely)Position requires this activity up to 5% of the time (0 - 2 hrs./day)O (Occasionally)Position requires this activity up to 6% - 33% of the time (2 - 4 hrs./day)F (Frequently)Position requires this activity from 34% - 66% of the time (4 - 6 hrs./day)C (Constantly)Position requires this activity more than 66% of the time (8+ hrs./day)

Work Environment:

Will be working mostly indoors but will occasionally be required to participate in activities outdoors in all types of weather and terrain.