Job ID #31860: Utility Billing Clerk

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #31860: Utility Billing Clerk-2 vacancies (1 permanent and 1 temporary) 
• Union: CUPE Local 5167
• Job Description ID #: 7778
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city
  by 4:00 p.m. on April 8 2026
• Duration: Up to 18 months
• Vacancy type: This posting is for an existing vacancy
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
  

SUMMARY OF DUTIES

Reporting to the Supervisor, Utility Billing, the Utility Billing Clerk performs tasks related to the accurate and timely billing and delivery of water, wastewater and stormwater accounts including billing transactions, applies adjustments to accounts as required, assessment and resolution of errors and exceptions. Provides customer service to Hamilton Utility clients, internal staff and external stakeholders.

GENERAL DUTIES

Receives, assesses, and responds to inquiries from staff, financial institutions, law offices, government agencies and the public electronically by email, written or by telephone that cannot otherwise be resolved by customer service staff.

Updates water utility billing database to include meter reads including field activities, meter read scheduling, processing customer reads, resolving customer access issues, updating of account, and billing information for utility billing purposes. Ensures accurate and timely updates of billing information.

Completes various balance adjustments affecting utility accounts.  Adjustments include, but are not limited to, adjustments for not sufficient funds (NSF), to correct misapplied payments, penalty and interest adjustments and recalculations, duplicate payments, collections, loans etc. Provides written correspondence if required to advise customer of revised account balance.

Monitors Pre-Authorized Payment Plan accounts and follows-up on discrepancies such as changes in banking information, returned payments, credits and plan changes; ensures adherence to bank transmission timeframes and billing deadlines.

Researches information, analyzes account and composes correspondence in response to account discrepancies from ratepayers, lawyers and financial institutions.

Receives, reviews, and approves forms and supporting documents associated with the utility billing programs with respect to the Lead Loan Program, Service Line Warranties of Canada (SLWC), Water Meter testing, etc.  Notifies applications if criteria are not satisfied.

Liaises with external contact centre staff to provide support, guidance, expertise and advise on utility issues. Provides information on policies and procedures, pre-authorized payment plans and programs offered.

Receives, opens, sorts and disburses and processes incoming mail. Responds to inquiries related to bill calculations and/or transfer of arrears to tax accounts.  Manages call backs from notices to account holders and property owner(s). Verifies batch entries and listings and executes bill cancellations and immediate re-billing. Performs transfer adjustments and related penalty calculations and any reversal of fees as required.

Maintains the collection of arrears, calculates and applies penalty and interest charges in accordance with the City’s Arrears Policy. Liaises with the tax department to ensure outstanding balances are transferred to the correct roll numbers.

Researches returned bills to determine correct mailing addresses using various online sources and noting accounts.

Assists in the mailing and preparations of utility statements and notices where required.

Monitors the move in/move out process, ensures accurate closing and setting up of new billing accounts. Acts as a liaison with internal departments, external customers, vendors and stakeholders. Assists in customer service escalations related to Utility billing.

Identifies account inconsistencies, prepares work orders regarding meter reads; commence or discontinuance of service; tests meters suspected to be running inadequately. Determines and performs necessary maintenance input of relevant information on utility accounts. Identifies properties that require a verification or final meter reading.

Analyzes data to provide recommendations on water billing procedures or processes.  Researches and gathers information related to the billing of water, wastewater, and stormwater charges.

Responsible for reviewing specific billing section variance reports and follows up with the Utility Billing Customer Centre for customer outreach and/or Utility Billing Team Lead for escalations. Reviews and reconciles batch files to verify accuracy prior to bill release.

Documents all communications and interactions, on the customer account accurately and promptly.

Provides hands-on training to new employees and students in established procedures and practices; inform them of available services, department policies and procedures, municipal by-laws and provincial legislation.

Performs system testing to ensure data accuracy, process alignment, and compliance with Billing System updates\upgrades and new services.

Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Performs other duties as assigned which are related to the responsibilities of the position.

QUALIFICATIONS

1. Demonstrated knowledge of basic accounting and related financial reporting requirements typically acquired through a combination of education and relevant experience.
2. Demonstrated ability to reconcile and balance daily transactions.
3. Previous experience in a customer service environment, working with both internal and external stakeholders, fielding customer inquiries, communicating with tact and diplomacy.
4. Demonstrated ability to work independently with minimal supervision, manage multiple assignments, maintain customer accounts and records, and operate within tight timeline restrictions.
5. Demonstrated ability to quickly and accurately input and manipulate data.
6. Proven ability to work independently and in a team environment as well as a demonstrated strong time management and organizational skills.
7. Demonstrated previous experience in utility billing and familiarity with regulations, privacy legislation, policies and by-laws governing utility billing an asset.
8. Demonstrated experience working in a computerized environment. Proficient working knowledge with MS Office Software with emphasis on at an intermediate level.
9. Must be available to work on weekends as required.

NOTE 1:

A one time black out period will be scheduled from approximately Feb 16, 2026 – May 8, 2026.  As such, no vacation will be permitted during this time.

NOTE 2:

This position will have the requirement to work outside regular work hours of operation (8:30 a.m. - 4:30 p.m.). In addition to weekend work that will be required during the cutover/go live timeframe.

NOTE 3:

As a condition of employment, the successful applicant(s) will be required to achieve a satisfactory Criminal Record and Judicial Matters Check (CRJMC).

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship.  If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.