Utility Billing Manager

Job Summary:

The Utility Billing Manager directs and supervises the Utility Billing Division of the Department of Utilities, including planning, technical skill application, and cross-department collaboration necessary to provide accurate billing and excellent customer service for customers of the City's water, wastewater, electric, solid waste, streets and mosquito control services. This role manages approximately 45,000 billing accounts with a combined annual revenue of over $150 million. In addition, develops and implements processes, policies, analysis, and reporting.

The salary range for this position is $98,856.37 - $143,341.74 annually with a hiring range of $98,856.37 - $121,099.06, depending on qualifications and experience. This opportunity will be available to applicants until Monday, August 25, 2025, at 12:00 P.M. M.S.T.

This position is assigned to work regular City business hours, Monday through Friday, at the City of Loveland Civic Center, with some travel to other City facility locations for coordination and meetings with other teams.

A current resume is required, and a cover letter is preferred.

Department Pitch

Please view our video Working at Loveland to learn more about our exceptional Loveland community and the benefits of working for the City.

Essential Functions:

• Demonstrate outstanding knowledge and experience with Utility Billing systems, software, policies and best practices.
• Manage approximately 45,000 billing accounts with a combined annual revenue of over $150 million.
• Develop and implement policies and procedures to support excellent Customer Service practices.
• Implement annual updates to rates and fees in Utility Billing systems.
• Lead, oversee and manage professional, technical, and clerical staff.
• Lead and manage the Utility Billing information systems, proprietary data and development of reports.
• Develop and perform audits and quality control for Utility Billing data to ensure accurate billing.
• Organize and implement testing protocols for Utility Billing software updates
• Manage relationships with vendors.
• Prepare regular and special statistical reports.
• Foster citywide collaboration in providing excellent customer service.
• Demonstrate strong leadership and management skills in all interactions.
• Initiate collection and enforcement procedures.
• Actively manage Division operating budget.

Other Job Functions:

• Review and approve payment agreements for delinquent utility customers.
• Ensure confidentiality of qualified information.
• Partner with team members from Departments of Public Works, Finance and Utilities to provide high-quality and efficient service delivery.
• Perform special assignments, such as ascertaining data and information for research, budget analysis, and financial planning.
• Correct billing errors in a timely manner in coordination with appropriate City staff.
• Make presentations and provide guidance and information to businesses and the public.
• Performs other duties as assigned.

Job Level and Management Expectations:

• Oversees a division within a department and responsible for recommending, monitoring and managing the division budget and goals to align with senior leadership objectives.
• Provides leadership of division and typically at least 2nd level supervision to professional, technical, and skilled employees to assure accountability to department and organizational goals and objectives.
• Functions as advisor to and typically reports directly to a department director or deputy/assistant director, sets goals and objectives for team members to achieve operational results.
• Provides guidance, analyzes, and resolves department issues and ensures effective communication across all levels of supervision.
• Interprets policies and exercises independent judgment and decision making within department.
• Makes personnel decisions related to hiring, performance, or disciplinary actions.
• Champions and embodies the company's mission, vision, values, and culture.

Qualifications:

Education:

• Required: 4 Year/Bachelor's Degree in Finance, Business Administration, Accounting, Public Administration or related field
• Preferred: Graduate Degree in Finance, Business Administration, Accounting, Public Administration or related field

Experience:

• Required: 5 years progressive and relevant professional experience in billing, customer service, or another relevant field. Must be in addition to any experience used to satisfy the education requirement.
• Required: 2 years supervisory experience.
• Preferred: Experience with utility billing systems and accounts receivable.

Knowledge, Skills, and Abilities:

• Leadership and team building skills to direct the activities of individuals and/or groups toward the accomplishment of goals.
• Establish and maintain effective working relationships.
• Expert knowledge of Utility Billing software and data management
• Excellent communication skills.
• Understand, interpret and explain policies, ordinances and individual customer agreements.
• Ability to manage and prioritize multiple concurrent tasks with frequent interruption.
• Demonstrate excellent problem solving and conflict resolution skills.
• Considerable knowledge of general office procedures and practices.
• Proficient use of computers, software and systems.
• Knowledge about water, wastewater, electric, and public works operations preferred.
• Knowledge of CIS software preferred.

Physical Demands and Working Conditions:

• Frequent: Minimal physical effort typically found in clerical work. Primarily sedentary, may occasionally lift and carry light objects. Walking and/or standing as needed and minimal.

Working Environment:

• Frequent: Exposure to routine office noise and equipment.
• Occasional: Exposure to hazards typically found in general office environments where there is rarely to no exposure to injury or accident.

This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Apply today to join more than 800 employees who work to meet the core values of: Accountability & Integrity, Transparency & Honoring the Public Trust, Collaboration, Innovation, Safety, Excellent Service with Courtesy and Kindness. The City of Loveland is a diverse and welcoming community organization, and our employees enjoy a competitive benefits program, various opportunities for growth and development, and an exceptional work-life balance.

A vibrant community, surrounded by natural beauty, where you belong!

Benefit Eligible Benefits Package Includes:

• Two (2) Medical plans, Dental, Vision (for self/ spouse/ children)
• A Dedicated, exclusive Employee Health and Wellness Center
• Discounted Chilson Center passes
• Paid vacation, holidays, floating holidays, and medical leave
• Flexible spending including Dependent Care
• Life Insurance, AD&D, Short-term and Long-term disability, and voluntary Critical Illness Coverage
• Retirement 401a, 457, Roth (pre-& post tax) and company match
• A Comprehensive Employee Assistance Program
• Voluntary 529 College Invest program
• Tuition Reimbursement
• Employee Referral Program
• Personal and Professional Development opportunities
• Employee Recognition Program
• Exceptional work-life balance
• Market based pay & regular performance reviews
• Local Government employment is eligible for Public Loan Forgiveness Program

Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions.

City of Loveland job descriptions are designed to describe the general nature and level of work necessary to perform well in the job; they are not intended to provide an exhaustive list of responsibilities, skills, and qualifications. City of Loveland job descriptions may be updated periodically, and additional activities, duties or responsibilities may be assigned by management as deemed appropriate.

The City of Loveland provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

The City of Loveland participates in E-Verify. In accordance with E-Verify requirements, upon your date of hire the City of Loveland will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. E-Verify Notice of Participation.Learn more about your right to work. Visit E-Verify.gov for more information.

Employment offers will be conditional on the successful completion of a criminal history background check.

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• City of Loveland

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