Supv, Customer Experience

Job Summary:

The position is responsible for supervising and providing support to staff tasked with processing bankrupt accounts, as well as overseeing credit investigation and collection activities. In this capacity, the role ensures that the team effectively manages all aspects of bankrupt account handling and credit-related processes.

The role involves supervising a team, collaborating with attorneys, researching accounts to support legal counsel, responding to legal inquiries, and preparing evidence for court. This ensures accurate and complete information in legal proceedings.

Additionally, the position coordinates IT activities as Project Testing Lead on Credit projects, aligning system updates with business needs. It also sets and monitors staff objectives, provides coaching and feedback, and evaluates performance to meet departmental standards.

Functional Expertise:

Job Responsibilities & Accountabilities by Competency

• Ensure thorough understanding of industry, regulatory, and legal requirements, maintaining compliance across the team.
• Oversee bankruptcy account processing, guaranteeing all requisite documentation is compiled, completed, and filed with relevant court or legal entities.
• Provide detailed business rules and technical input to IT regarding Illinois Commerce Commission (ICC) and legislative changes.
• Conduct regular reporting and daily tracking of progress.
• Manage staff to uphold comprehensive knowledge of standard practices, policies, and compliance obligations.
• Supervise employee activities to support achievement of departmental objectives.
• Monitor and evaluate operational performance against defined targets and metrics, including service levels, productivity, and quality.
• Manage the Red Flag Program for compliance.
• Identify, address, and resolve system disruptions within CC&B.
• Collaborate with training teams to accurately document procedural updates.
• Demonstrate proficiency in CC&B systems.
• Lead end-to-end project management, encompassing requirements gathering, testing, implementation, and post-implementation review.
  
  

Business Acumen:

• Oversee and ensure appropriate use of policies for bankrupt accounts
• Analyze and interpret data, trends, and identify issues to formulate solutions to improve efficiency
• Manage labor issues and lead projects
• Align work processes in compliance with Credit’s policy and processes
• Influence business decisions through root cause analysis, process validation, best practice research, and timely communication
• Implement best practices to improve the customer experience
• Analyze and interpret business data and information
• Communicate with multiple levels of personnel the organization
• Conflict management
  
  

Engagement:

• Provide status reports regarding bankruptcies to Credit leadership
• Possess excellent interpersonal and communication skills to influence and motivate change
• Lead meetings with peer groups and leadership to discuss trends and process improvements
• Manage peer relationships
• Provide effective direction and communication necessary to achieve departmental goals
• Provide a positive and supportive environment that encourages productivity and safety
• Work with IT and regulatory on interpretation of changes from the Illinois Commerce Commission
• Lead and manage teams for all projects involving the Credit Department
• Work with lawyers to ensure proper bankruptcy procedures are being followed
  
  

Driving Results:

• Proactively put actions into place after analyzing data and identifying trends to improve metrics
• Implement follow-up activities to monitor and measure progress
• Accountable for employee performance management
• Accountable for employee development and coaching
• Responsible for driving results, setting expectations, prioritizing work, evaluating results and taking corrective action as needed
• Meet departmental goals on a consistent basis
• Ensure that all project timelines are met with a high level of accuracy
  
  

Qualifications

Education, Certifications/Licenses :

Required:

• High school diploma or equivalent
• 3-5 years combined experience with utilities or Customer Care experience
  
  

Or

• Equivalent academic education and work experience
  
  

Preferred:

• BS/BA Degree in Business
  
  

Required:

Related Work Experience :

• 2-3 years supervisor experience
• Related experience in the energy industry
• Excellent CC&B skills
• Project Management
  
  

Or

• Any combination of education and work experience which permits the candidate to meet position work requirements.
  
  

Required:

Specific Skills & Knowledge :

• Excellent verbal and written communication
• Project Management experience
• Interpersonal skills
• Planning and organization
• Time and task management
• Customer Information Systems (CC&B) - proficiency
• MS Office - intermediate proficiency
  
  

Working Conditions/Physical Requirements :

Some business travel (0 - 10% travel)

Incumbent may be required to travel on a very limited basis. Trips may require air travel and/or overnight stay away from home for one or more nights.

Disclaimer:

This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

About Southern Company Gas

Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com .

Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .

Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 15973

Job Category: Accounting & Auditing

Job Schedule: Full time

Company: Nicor Gas

Pay Range: $75,374.00 - $118,444.70 USD Annually: Base salary varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, and at the time of this posting, this is the reasonable salary range for this role.