What are the responsibilities and job description for the Customer Billing Analyst - Utilities position at HometownHUB?
Customer Billing Analyst
Exception Specialist
Role Type
Full-Time Operational Resource
Location
Rochester, NY 14625 (In-Person)
Primary CIS
Banner CIS (Strongly Preferred)
Role Summary
Exception Specialists are dedicated, full-time resources responsible for executing hands-on billing exception resolution activities. Working within a structured, production-based operating model, Exception Specialists research, correct, rebill, validate, and document billing exceptions while maintaining accuracy, auditability, and throughput targets. This role operates under defined workflows, supported by training, SME guidance, and quality controls to ensure consistent and defensible outcomes.
Banner CIS Experience — Strongly Preferred
Banner CIS is the primary billing platform used in this environment. Candidates with direct, hands-on Banner experience will be given the highest priority during the selection process. If you have Banner experience, please highlight it prominently in your application.
Experience with other CIS platforms (Oracle Utilities, SAP, or similar) is also valued and candidates with strong utility billing backgrounds on other systems are encouraged to apply. Structured Banner training will be provided where needed.
Key Responsibilities
• Research, resolve, and close billing exceptions across electric, gas, and water services
• Perform account analysis, usage review, charge validation, and billing corrections
• Execute rebills, adjustments, and validation activities in accordance with approved procedures
• Apply standardized resolution playbooks and documented workflows
• Ensure all work is fully documented and auditable within the CIS
• Meet defined daily and weekly production and quality targets
• Identify and escalate complex or high-risk exceptions to Billing SMEs or project leadership
• Participate in structured training, refresher sessions, and ongoing skill development
• Adhere to quality assurance standards and participate in QA reviews as required
• Support backlog reduction efforts while protecting live billing operations
• Maintain compliance with policies, approval authorities, and operational controls
Required Qualifications
• Hands-on experience with Banner CIS is strongly preferred
• Familiarity with other CIS platforms (Oracle Utilities, SAP, or similar) is valued, but Banner experience carries the most weight in the selection process
• Experience in utility billing operations or billing exception resolution
• Understanding of billing cycles, meter reads, usage calculations, and billing determinants
• Ability to perform detailed research and analysis with a high degree of accuracy
• Comfort working in a production-based, metrics-driven environment
Key Competencies
• Strong attention to detail and accuracy
• Consistent productivity and time management
• Ability to follow standardized processes and documented procedures
• Analytical thinking and problem-solving skills
• Willingness to learn and apply system and policy knowledge
• Clear documentation and communication skills
Work Location
- Rochester, NY 14625 — In-person (Required). Must be able to commute daily.