Training You and Your Staff
Training is typically done virtually. There are two reasons for this. First, this approach allows many short training sessions to be conducted at a point in time when the department’s normal workflow allows trainees to immediately use the new skills and knowledge they have gained. Second, in this format, every training session can be video recorded. This allows that exact session to be posted to a client’s portal where it can be accessed by any user any time they have a question or feel the need to refresh their memory. These recorded training sessions can also be used to bring new hires up to speed without consuming a great deal of a manager’s time.
Standard Training Modules
While every client’s training curriculum is customized, a typical training regimen might include:
Overview
Entire diversified billing system
Customer Service
Information available on the customer service screen;
navigating the screen;
accessing a specific account;
getting requested information to the customer in print or by email;
best practices for maintaining notes on customer accounts.
Billing
Importing meter readings;
setting due, penalty and ACH dates;
generating bills;
error checking bills;
requesting meter re-reads;
handling corrections;
regenerating corrected bills;
printing and/or emailing bills.
Penalties
Applying penalties to overdue accounts.
Payment Processing
Processing checks, cash or card payments received over the counter and generating receipts;
processing batches of paper checks received in the mail;
downloading and processing transactions made on the customer portal;
creating bank deposits.
Notices
Identifying accounts for late or shutoff notices;
generating notices;
printing notices.
Final Bills
Closing an account and generating a final bill.
Adjustments
Applying adjustments to specific accounts.
New Account
Setting up a new account.
Reporting
Identifying required reports, creating and saving reports.
