Service Support, Products & Payments

The Service Centre provides a wide range of services to residents, businesses, industry representatives, and partners with other areas of the City to deliver quality services to customers through a number of channels. A professional team offering front-line service ensures permits, licenses, passes, payments, and inquiries move efficiently through each stage of the City’s processes.

Reporting to the Supervisor, the Payment Agent position engages with thousands of citizens each year, providing a diversity of services through product sales and payment transactions, for Permits & Licensing, Transportation Operations, ETS, Community and Recreation, Bylaw, Taxation, and Accounts Receivable, through multiple channels.

This position requires the ability to create safe, helpful, accountable, integrated, and excellent experiences for both internal and external customers. Attention to detail, problem-solving, ability to de-escalate, cash handling experience, compliance with standards, policies, and procedures, strong organizational skills, and ability to balance multiple priorities, are all required to be successful in this role.

What will you do?

• Process payments for City products & services using the iNovah, Vix POS, Rams, Hosted PCI, and other tools that support the various channels, such as, POSSE, ESII, Finesse, APEX and CRM
• Accurately identify the service or product, match billing and payment information in system to ensure accuracy of a transaction
• Comply with the City of Edmonton money handling procedures, exceptions and PCI standards
• Continually stay abreast of business partner program and service changes as well as maintaining knowledge about the various products and services to be able to accurately educate citizens on program requirements offered by ETS (Arc), Bylaw, Permits & Licensing, Community & Recreation Facilities, and Taxation
• Educate citizens by articulating City and cash handling policies
• Review and determine eligibility of Ride/LAP applications
• Obtain correct information to accurately process refunds and voids to mitigate any risk of potential losses
• Maintaining tracking records such as using accurate reason codes in the queueing system
• Prepare and issue Busker Permits by confirming availability of locations in Posse
• Daily balance of float and revenue totals, including mini balances, to ensure transaction accuracy and pinpoint potential errors
• Identify and resolve reconciliation errors by following established money handling procedures, implementing best practices, and completing overage/shortage reports as needed
• Reconcile receipts and cash drawer balances against end-of-day sales reports using allocation reports to ensure accurate revenue tracking
• Perform other duties as assigned
  
  
  

Qualifications:

• Grade 12 including business subjects with an emphasis in administrative practices OR completion of an appropriate certificate program from an approved business school or college (ex. records management, accounting, finance or business administration)
• 2 years diversified experience in general office practices and procedures, including experience with assisting in the instruction of less experienced staff, customer service, cash handling management, and a variety of computer applications
  
  
  

Skills required for success:

• Knowledge of subsidy program eligibility requirements as it relates to ETS Ride/ LAP is required
• Demonstrated experience using iNovah, RAMs, Vix POS, POSSE, & Apex is required. Experience using RAMs, Hosted PCI, ETS Senior Data
• Base, SAP CRM, Cisco Finesse, Fines, eSirius and Google Applications, would be considered an asset
• Experience working with ETS, Bylaw, Recreation, Permits & Licensing and Taxation programs
• Knowledge of inventory management, Payment Card Industry Standards, FOIP, Data Security Standards, and Records Management Guidelines is required
• Working knowledge of the City and area, including the ability to read and interpret maps and routes is an asset
• Demonstrated ability to create seamless and positive experience for the customer, while working within the parameters set out in policy, procedure or program requirements
• Good judgment in relation to security practices in a public facing office
  
  
  

Conditions of employment:

• Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement
• Applicants may be tested
  
  
  

Work Environment:

• Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52.
• The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.
• Alignment to our Cultural Commitments and Leadership Competencies ( https://bit.ly/4brRrXm )
• Embracing a culture of equity, diversity, reconciliation and inclusion
  
  
  

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected] . Learn more about our benefits https://bit.ly/COEbenefits .

Up to 3 permanent part-time positions available

Hours of Work: Up to 39 hours per week, Monday - Friday. 8:00 am - 5:00 pm

Salary Range: $23.787 - $29.534 (Hourly); $49,667.260 - $61,666.990 (Annually)

Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 and will be forthcoming shortly.

Talent Acquisition Consultant: RD/SB

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Métis Nation.