This position is responsible for executing tasks that will support various internal and external Operations groups. The successful candidate's primary responsibilities will include: preparing, validating, and processing customer data load files, and load into the Service Experts primary customer billing system and SAP. Other various functions of the role include processing transactions, files and batches related to payments, billing and rate management as well as researching and resolving exceptions and escalations in these key areas. The Billing Analyst will also play a key role in contributing towards Service Experts success by meeting business objectives, improving the performance of internal operation, ensuring customer satisfaction and continuous improvement of operating practices and procedures to reduce risk and increase operational effectiveness.
Key Responsibilities:
Consolidate reports from various databases to produce, validate, and load customer origination data into billing and financial systems
Prepare, validate and execute Batch processing files, and Payment processes
File Transfer Management between internal and external vendors
Resolve exceptions and escalations by identifying root cause, implementing solutions and fixing customer accounts
Interact with other departments to resolve escalations over multiple channels
Liaison with key vendors to enforce service level agreements while establishing partnerships
Conduct account research, resolution and support for Billing, Payment & Collections, which includes research in various systems and requests from various functions across the organization
Prepare and ensure completion of monthly Billing and Payment processing for Residential and Commercial Customers
Create and maintain reports and reporting functions on a regular basis
Periodic letter mailing to support various internal and external groups; Prepare, validate and execute any bill messaging or inserts required in regular or emergency situations
Demonstrate a commitment to process improvement while providing recommendations and driving change
Foster and develop the capability to be a 'Super User' for internal systems while cultivating a position as a Subject Matter Expert within various Service Experts systems
Maintain and ensure documentation of internal processes are up to date
Support other departments to achieve production service levels and any on-going project objectives
Lead and participate in projects as assigned
Perform similar or other duties as needed or assigned
Qualifications:
Minimum 2 years experience working with billing processes related to customer billing
BBA or equivalent post-secondary education or related experience in data analytics and queries
Self-starter with strong interpersonal and conflict resolution skills
Excellent written and oral communications skills
Ability to quickly form relationships and interact effectively in a complex environment
Strong desire to understand operations and root causes of issues
Strong ability to multi task and work under tight timelines
Strong organizational and time-management skills
Ability to understand financial impacts and back-end banking environments
Ability to prioritize deliverables and work with various people in all levels, including customers, to achieve personal and team objectives
Flexibility to adapt to changing and competing priorities
Experience handling multiple billing systems and exceptions management
Minimum five years of experience in a combination of operational environment, process improvement, financial analysis or other roles that focus on root cause analysis, development and implementation of controls and procedures
Ability and consistent exercise of understanding and appreciation of the "Big Picture" while executing change for projects and tasks in line with corporate Strategic Initiatives and Objectives
Experience executing internal billing processes is an asset
Experience working with external bill print providers is an asset
Superior working knowledge of Microsoft Office Applications such as Word, Visio, Excel and Access(or similar Office programs) is mandatory
Working knowledge of SQL applications such as SQL Server and TOAD is an asset.
What Do We Offer You as a Service Experts Employee?
Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.
Competitive Pay, including incentive opportunities for many positions
Paid Time Off and Company Holiday Pay
Medical /Dental /Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance, for you and options you can elect for your family
Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
World Class Training opportunities through our Experts University
