Assistant Account Specialist

Salary

$25.23 - $32.98 Hourly

Location

Vancouver, WA

Job Type

Full-Time

Job Number

202400070

Department

Finance

Division

Customer Account

Opening Date

06/23/2025

Description

JOB SUMMARY:

The Assistant Account Specialist (AAS) is a customer-focused professional who provides customer service and assistance to District customers and visitors. This individual is the first point of contact, welcoming and presenting the District in a professional and customer-focused manner. The AAS is responsible for directing walk-in customers, telephone switchboard operations, office support, utility billing account assistance, and payment receipt and processing. An employee in this position is expected to provide routine account management and resolve routine account inquiries.

DISTINGUISHING FEATURES:

This position is the first entry-level in the Account Specialist classification series. The AAS performs semi-professional tasks under the direction of the Senior Account Specialist and direct supervision from the Customer Account Supervisor. Work is typically regular and recurring, following established and documented procedures and/or specific instructions on new or non-routine tasks. The position requires initiative in accurately and consistently carrying out recurring and routine assignments independently. The AAS provides superior customer service and assistance in person, via email and telephone. Work requires knowledge of basic finance and general office practices and procedures.

Examples of Duties

TYPICAL DUTIES & RESPONSIBILITIES:

The duties listed below, while not all-inclusive, are characteristic of the type and level of work associated with this position. Individual positions may perform all or some combination of the duties listed below, as well as other related duties. The District reserves the right to add, modify, or remove duties as appropriate to meet business needs.

Customer Service & Account Assistance. Greet and welcome all visitors and customers, receive and process walk-in payments. Provide professional customer service support, answering, researching, and responding to routine utility billing account information inquiries, including updating and maintaining accounts, balance reconciliation, and payment processing. Process returned mail, research invalid addresses and other inaccurate customer information, update accounts, and follow up with customers as necessary. Prepare new owner changes/letters, closing bills, and update database and online accounts as needed. Escalate complex inquiries or customer issues to other members of the Customer Account team. Administer the Bill Tenant Direct program, Direct Debit payments program and residential rate programs, including customer enrollment and application review and processing.

Finance & Accounting. Batch online, phone, and IVR payments to customers' utility accounts and cash receipts mailed in payments. Reverse payments and post NSF charges to customers' accounts for returned checks or ACH payments. Batch month-end adjustments.

Other Duties. Provide a variety of support functions as needed. Perform AM/PM office opening and closing. Manage District answering service and customer email inbox, distribute messages to internal staff and distribute daily mail. Operate modern office equipment. Provide escrow/title company support. Follow and comply with District policies, practices, procedures and management directives. Follow occupational health and safety policies and procedures. Handle confidential and sensitive information with discretion. Demonstrate regular and reliable attendance. Perform other duties as assigned.

Typical Qualifications

MINIMUM QUALIFICATIONS:

Knowledge of:

Skill in:

Ability to:

Certification & Licensure:

EDUCATION & EXPERIENCE:

Any combination of education, training, and experience that provides the requisite knowledge, skills, and abilities to successfully perform the duties and fulfill the responsibilities of the position. A typical way to achieve that would be:

Supplemental Information

WORKING CONDITIONS:

The position performs work indoors in an office environment, requiring strength and mobility for this setting, including prolonged sitting and use of a computer. Must be able to occasionally lift and carry up to 25 lbs safely. Corrected vision sufficient for use of computers.

RELATIONSHIP WITH OTHERS:

The Account Specialist has regular telephone, written and in-person contact with District staff, external agencies, customers and vendors, and the general publicfor the purposes of information sharing, explaining policies and procedures,work coordination, and problem-solving.

SUPERVISION: Exercised: Not Applicable Received: This position works under the direction and direct supervision of the Supervisor and also receives task direction from the Senior Account Specialist. Work is reviewed regularly for accuracy, quality and compliance with applicable laws, regulations, policies and procedures. Direction is received through formal and informal communications, conferences, and meetings. A formal evaluation of the employee's performance and work is conducted at least annually through the performance appraisal process. SPECIAL REQUIREMENTS:

We provide a comprehensive benefits package for full-time employees, which includes:

For more details, please visit our Benefits At A Glance (Download PDF reader)