Operations Specialist, Remittance
Job Title: Operations Specialist
Location: Houston
Responsibilities:
• Review, investigate and follow-up independently on various operational service requests related to bill inquiries, payment investigations and or transactional inquiries.
• Researching and resolving account discrepancies
• Perform account reconciliations
• Perform daily cash management duties, including the recording of bank
• Deposits, updating and distribution of cash receipts logs, and posting of cash
• Communicate with clients about billing discrepancies and questions
• Engage management over any AR problems you encounter
• Maintain accounts receivable customer files and records
• Investigate and resolve customer queries
• Communicate with customers via phone, email, mail or personally
• Work independently to investigate and resolve process exceptions within Target SLA’s, Areas covering but not limited to: EDI Transactions tagging, Enrollment reviews, Disconnection and Move processes, Enrollment Fulfillments, Utility Syncs and Sales conversion
• Review and respond to in a timely and qualitative manner to all service, contact and email requests received from various groups as it pertains to customer account maintenance and updates.
• Complete in a timely and qualitative manner all assigned tasks by Supervisor, which can include but not limited to Bill Audit, Bill Generation, Exception processing, resolution of customer service requests, working on customer account research and updates using reporting tools made available.
• Work independently to investigate and resolve issues related to billing disputes, billing inquiries, payment posting inquiries, misapplied payments, enrollment disputes and other discrepancies.
• Work with utilities, market participants and vendors to investigate and resolve missing consumptions and retrieve them to generate bills, make outbound calls to utilities, business partners and other market participants as needed per process protocol.
• Work closely with Operations Supervisors and Managers to meet targets, review exceptions and take appropriate actions.
• Troubleshoot and resolve issues within the assigned team.
• This position will be cross trained with Transaction Management, Billing and Account Receivables/Remittance
Requirements:
• The ideal candidate would possess the ability to quickly learn new systems and processes, be a self-starter with good organizational and multi-tasking skills.
• Must be a team player and be willing to work flexible hours, if required
• Must be detail oriented with a strong ability to identify a pattern in a problem, conduct research, co-ordinate with the appropriate back-end teams to solve operational problems and deliver solutions to customer inquiries
• Conceptual understanding of the Retail Electricity business in operational areas will be a plus
• Experience in any one of the following areas will be a plus – Billing, Remittance, EDI Transaction processing.
• High technical aptitude with ability to understand new tools and data
• Prior experience working in a position involving operational exception handling is preferred
• Comfort in using the MS office suite with intermediate skills in Excel
• Knowledge of 3rd party billing system knowledge is strongly preferred (specifically I-Sigma)
• Education: High School Diploma