Use this sample and step by step explanation to craft a meaningful employee performance feedback review for a billing specialist. Find the right words with quality phrases.

A Billing Specialist is liable for holding an administrative position in banks and financial institutions that develops, writes and sends out bills to customers from the information gathered by the company like the receipts, lists of sales and other financial records and calculates what charges are due.

The essential functions of this position include preparing, compiling and mailing bills for products paid for by the clients, responding to billing questions from the customers, entering data of orders into the system, providing information to the customer service and sales departments as required, performing daily financial transactions which include classifying, computing, posting, verifying and recording accounts receivable data, preparing and sending out invoice, bills and bank deposits.

Employee Performance Review Sample

Employee's Name: Title:
Review Period: __/__/__ to __/__/__ Employee SSN:
Work Location: Supervisor's Name:

Instructions

  1. Rating: Rate the employee against the core skills based on how well he/she demonstrates each skill. Give scores 1, 2, or 3 for each rating depending on the employee's performance.
  2. Comments: Use this area to give examples of employee's performance phrases. The phrases should describe how well an employee has performed on previously set goals based on the given core skill.
  3. Summary: Use this section to give a summary of the employee's strengths and areas for improvement or development. Recommend a step increase for an employee who has met the expectations and performance improvement plans for one who doesn't meet expectations.
  4. Human Resources Review: Human resources manager must examine and indicate whether he/she concurs with the evaluation and comments. If the manager agrees, then he/she must sign the evaluation form. If he/she doesn't concur, then he/she must provide reasons explaining why this is so.
  5. Signatures: Sign the evaluation form and give it to the employee to go through and answer the Self Evaluation Questions. Ask him/her to sign and date the evaluation form before giving it back to the human resources for filing.

Rating Meaning

The employee fails to perform the most important aspects of the job satisfactorily. Requires close guidance to carry out routine jobs. He/she needs significant improvement in all areas. Meetings should be held between the employee and the supervisor to discuss performance deficiencies.

1

Employee routinely meets and exceeds expectations in all areas of responsibility. Produces high-quality work that at times exceeds expectations. Consistently meets the most critical annual goals. Occasionally produces timely and accurate results.

2

The employee consistently and significantly exceeds the communicated expectations by producing exceptionally high-quality work. He/she demonstrates exceptional knowledge of his/her duties and is highly recognized by others as an authority in his/her area of work.

3

Supervisor's Feedback

Skill

Comments

Rating

CUSTOMER ORIENTED: Customer Oriented is a skill that focuses primarily on the client as the King offering quality services that meet the customer's expectations with an aim to inspire people rather than just try to sell their product.

Rarely solves customers? queries and refers them to the management for solutions.

Does not listen to the customers well, which ends up to misunderstandings.

1

WRITING SKILLS: Written Communication involves the interaction that makes use of the written word with precision and logic making it the very common form of business communication.

Listens to feedback from critics and tries to implement the review given.

Consults widely when facing difficulties in writing and seeks to be helped and be taught.

2

PHONE SKILLS: Phone Skills are useful to present a professional company image through the telephone to the customers while making them feel well informed and appreciated without necessarily seeing their faces.

Does not take full control of the conversation and allows the conversation to take a different twist.

Never seeks clarification on issues that are not well clear during the phone conversation.

1

ACCURACY: Accuracy refers to the closeness of a measured value to a known value or standard that is passed by the governing laws.

Always overloads with work and ends ups doing the task incorrectly due to the pressure of beating the deadline.

Have no good observation skill and the ends up missing on the minor details.

1

KNOWLEDGE OF COMPANY PROCESSES: Knowledge of Company Processes is the in-depth understanding of a collection of related, structured activities that serve a particular goal for a group of customers or clients who are valuable to the enterprise.

Plans, manages, and coordinates both internal and external resources in order to identify problems or accomplish tasks within the given deadlines

Understands the general environment in which the company operates and respects its Code of Conduct, values, and networks

2

DEALING WITH DIFFICULT PEOPLE: Dealing with Difficult People is learning how to tactfully calm down an obnoxious person who is either verbally attacking you or stealthily criticizing you or your professional contribution.

Thinks about what one is going to say before one says it and what the goal for the conversation is

Does not share anything personal with an impossible person even when they seem normal or act like a friend

2

COMPETITIVENESS: Competitiveness is the skill of being able to compete as a team or a company with other enterprises in the same line of entrepreneurship and emerging as the winner.

Appears to become frustrated by clients who asks questions or require specific demands met

Is afraid of taking new challenges. Consistently passes challenges to others instead of tackling them head on

1

FINANCIAL MANAGEMENT: Financial Management is the skill of learning how to handle accounting, finance, and organizational management through providing daily data on the operations that take place every day.

Makes major purchasing decisions without first checking the company's budget or financial statements

Mixes company money with personal finances thus finds it hard to keep track of the company profit or its expenses

1

CUSTOMER SERVICE: Customer Service is the ability to cater for the needs of the client by providing excellent customer service without compromise.

Uses inflammatory language towards difficult customers and argues with objecting customers

Gives inaccurate solutions when faced with difficult questions and does not bother to ask for assistance

1

DATA ENTRY: Data Entry is a skill to key in information from various sources as directed by the management while keeping to the policies and procedures of the company and ensuring they are accurate.

Demonstrates a negative working attitude and does not pay attention to detail

Does little to improve literacy and numeracy skills when working with data

1

Self Evaluation

Self Evaluation Question

Employee Comments

CUSTOMER ORIENTED:

Explain a situation where you went an extra mile to serve a customer. What did you do?

Can you describe an instance where you served an irate customer? What did you do?

[employee comments]
WRITING SKILLS:

What is your best and worst piece of writing? Explain your answer.

How many languages can you comfortably use in your writing?

[employee comments]
PHONE SKILLS:

Have you ever interrupted someone while talking over the phone? How did the conversation turn out?

Do you usually call back when you promise to do so and have you ever failed to so at any given point?

[employee comments]
ACCURACY:

Which environment do you work comfortably well, noisy or quiet environment?

Describe an instance you made an error that led to significant problems and what did you learn afterward?

[employee comments]
KNOWLEDGE OF COMPANY PROCESSES:

How do you prioritize customer's issues in order to ensure that service is provided to the customers even during critical periods?

In your opinion, what are some of the common procedures that should be eliminated in your company? Explain why.

[employee comments]
DEALING WITH DIFFICULT PEOPLE:

Is there a time when you have had to respond to an unhappy customer? How did you deal with him/her?

How would you deal with a team member in your group who constantly talks more than all the others? Is there a time when this ha happened at work?

[employee comments]
COMPETITIVENESS:

What is one thing you would like to improve about yourself in order to be more competitive at work?

What have you done to increase your knowledge and understanding about competitiveness in the workplace?

[employee comments]
FINANCIAL MANAGEMENT:

What are some of the methods you have used to help your company manage its finances effectively?

Describe a time when your company was successful in reducing its expenses. What are some of the strategies you used and how did the company benefit from this?

[employee comments]
CUSTOMER SERVICE:

Are there any instances where customers asked irrelevant questions? How did you handle such customers?

What efforts are you making to gain more understanding about company products?

[employee comments]
DATA ENTRY:

What efforts are you making to improve your literacy and numeracy skills when working with data?

Have you ever failed to meet a tight deadline? What efforts did you make to improve?

[employee comments]

Summary

Sections 1-4: To be completed by the supervisor

Section 5: To be completed by the employee

1. Exceeds Job Related Expectations

2. Areas to improve

3. Goals completed since last performance feedback

4. Goals for next period

5. Employee comments

Signatures

I acknowledge that I discussed this performance feedback with my supervisor. My signature does not mean that I agree or disagree with this appraisal.
Employee: Date:
Supervisor: Date:
Human Resources: Date:

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