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UTILITIES COMMISSION MEETING <br />TO: FROM: <br />ERMU Commission Jennie Nelson Customer Service Manager <br />MEETING DATE: AGENDA ITEM NUMBER: <br />December 8, 2020 6.1d <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None <br /> <br />DISCUSSION: <br />Our Billing Specialist has gone through the 2021 calendar and mapped out our meter <br />readings, billings, due dates, and delinquent processes for next year. This is a very time <br />intensive task every year and she does a fantastic job. We then enter those dates into <br />National Information Solutions CooperativeAutomated Mailroom Services software so <br />they can schedule employees to process our billing and reminder notice mailings. Upon <br />completion, our Customer Service Representatives (CSRs) map out dates for sending <br />automatic bank pay files to the bank and payment postings on due dates. <br /> <br />The CSRs are helping gather W9s from some of our business customers who have <br />deposits with us. That helps staff determine if they should receive a 1099-INT if they <br />receive over $10 in interest from their deposit. <br /> <br />Staff is gathering rate change information from the City of Elk River in preparation for <br />billings in 2021. <br /> <br />Our Credit and Collections Specialist has transitioned into the Cold Weather Rule (CWR) <br />and is closely monitoring accounts while following all the CWR requirements. We have <br />received a lot of energy assistance, much of it is newer COVID assistance, and it requires <br />a lot of processing for her and our CSRs. They do a great job of keeping track of all the <br />payments! <br />______________________________________________________________________________ <br />Page 1 of 1 <br />151 <br />