Revenue Collections Agent at City of Waco, TX

About the Department

Minimum Starting Salary: $20.3245 per hour

The City of Waco Seeks: 

The City of Waco is seeking a detail-oriented and motived Revenue Collections Agent to join our team. You will be responsible for collecting outstanding payments and maintaining accurate records. You will ensure a professional approach and deliver a high level of customer satisfaction related to payment processing and account reconciliation.

Minimum Qualifications; 

Required:

• H.S. Diploma or GED equivalent and 2 years payment processing, revenue collections, accounting, or customer service  

• Some college or accounting coursework 
• Experience in utilities, banking, government, or other revenue-based organizations. Experience with financial reconciliation, audit documentation, or daily deposit preparation

Position Description: 

 The Revenue Collections Agent is responsible for processing customer payments, reconciling account activity, and assisting with daily revenue operations to ensure the accurate and timely collection of utility payments. This position supports the Revenue Collections Coordinator by posting payments, researching discrepancies, handling customer payment inquiries, and maintaining accurate records in the Customer Information System (CIS). This role plays a critical part in maintaining financial accuracy, supporting audit readiness, and delivering a high level of customer service related to payment processing and account reconciliation.

Essential Functions:

• Accurately posts and applies customer payments—including cash, check, and credit card transactions—into the Customer Information System (CIS).
• Ensures payments are applied to the correct accounts and service types.
• Balances daily transactions and prepares batch reports for internal reconciliation.
• Investigates and resolves customer-reported payment discrepancies, missing payments, or misapplied funds.
• Collaborates with the Customer Care and Accounting teams to identify and correct account issues.
• Escalates complex or unresolved issues to the Revenue Collections Coordinator for further review.
• Responds to customer inquiries related to payments, account balances, and payment history, providing clear and accurate information.
• Assists walk-in, phone, or online customers in resolving payment-related concerns professionally and courteously.
• Explains payment policies, procedures, and available payment options to customers.
• Assists in processing payment reversals, voids, or adjustments as directed by the Coordinator.
• Maintains records of changes made to customer accounts for audit purposes.
• Assists the Coordinator with daily reconciliation tasks between CIS and General Ledger (GL) systems.
• Assists in the preparation of daily cash/check/credit card deposits.
• Follows proper cash handling and security protocols to safeguard city funds.
• Performs other related duties as assigned.
• Ensures documentation meets audit and compliance standards.
• Maintains confidentiality and security of customer and financial data.
• Recommends process improvements to enhance payment accuracy and efficiency.
• Stays up to date on payment policies, system updates, and departmental procedures.
• Assists other divisions as assigned, including working in those areas as needed to support broader departmental goals and ensure operational continuity.
• Complies with all policies and standards.
• Supports the relationship between the City of Waco and the general public by demonstrating courteous and cooperative behavior when interacting with residents, visitors, and City staff, maintains confidentiality of work-related issues and City information
• Lives the City of Waco Values: equity & inclusion, excellence & innovation, integrity, people, and teamwork.