HIRING FOR A 6-MONTH CONTRACT, HYBRID, 3-4 DAYS PER WEEK IN HAMILTON!

Responsibilities

Receive, assess, and respond to escalated inquiries from staff, financial institutions, law offices, government agencies, and the public via email, written correspondence, and telephone

Update water utility billing database with meter reads, account information, and billing details

Coordinate meter read scheduling, process customer meter reads, and resolve customer access issues

Ensure accurate and timely updates to utility billing information

Complete utility account balance adjustments, including:

NSF adjustments

Misapplied payment corrections

Penalty and interest adjustments/recalculations

Duplicate payment adjustments

Collections and loan adjustments

Prepare written correspondence to customers regarding revised account balances

Monitor Pre-Authorized Payment Plan accounts and resolve discrepancies related to:

Banking information changes

Returned payments

Credits

Ensure adherence to bank transmission timeframes and billing deadlines

Research and analyze account information and prepare correspondence regarding discrepancies

Review and approve forms and supporting documentation for utility billing programs, including Lead Loan Program, Service Line Warranties of Canada (SLWC), and water meter testing

Notify applicants when program criteria are not satisfied

Liaise with external contact centre staff to provide guidance, support, and expertise on utility billing issues

Provide information regarding policies, procedures,



Pre-Authorized Payment Plans, and available programs

Process incoming mail, including receiving, opening, sorting, distributing, and processing

Respond to inquiries regarding bill calculations and transfer of arrears to tax accounts

Manage callbacks resulting from notices sent to account holders and property owners

Verify batch entries and listings and process bill cancellations and immediate re-billing

Perform transfer adjustments, penalty calculations, and fee reversals as required

Maintain collection of arrears and calculate/apply penalty and interest charges in accordance with the City’s Arrears Policy

Liaise with the Tax Department to ensure outstanding balances are transferred to the correct roll numbers

Research returned bills and determine correct mailing addresses using online sources

Assist with the preparation and mailing of utility statements and notices

Monitor move-in/move-out processes and ensure accurate closing and setup of billing accounts

Act as a liaison between internal departments, external customers, vendors, and stakeholders

Assist with escalated customer service issues related to utility billing





Identify account inconsistencies and prepare work orders related to:

Meter readings

Commencement/discontinuance of service

Meter testing

Perform necessary maintenance and updates to utility account information

Identify properties requiring verification or final meter readings

Analyze billing data and provide recommendations on water billing procedures and processes

Research and gather information related to water, wastewater, and stormwater billing

Review billing section variance reports and follow up with the Utility Billing Customer Centre and Team Lead as required

Review and reconcile batch files to verify accuracy prior to bill release

Accurately and promptly document all customer communications and interactions

Provide hands-on training to recent employees and students on established procedures, services, policies, municipal by-laws, and provincial legislation

Perform system testing to ensure data accuracy, process alignment, and compliance with billing system updates

Vaco by Highspring values a diverse workplace and strongly encourages women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if one is needed to participate in the job application or interview process, please contact [email protected] .

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📌 Billing Clerk (Ontario)
🏢 Vaco by Highspring
📍 Ontario