Utility Billing Analyst

Location: Orlando, FL
Employment Type: Temporary Contract
Contract Duration: 3 to 6 Months
Work Arrangement: Hybrid - 3 days onsite (Tuesday, Wednesday, Thursday; other days if there is a business need)

Job Purpose

Responsible for ensuring timely, accurate billing and service order completion for approximately 270,000 utility customers in five (5) municipalities in Central Florida.

Work entails performing a variety of analytical and Customer Information System (CIS) processes including research in multiple systems; financial calculations, adjustments, and corrections; receivables balancing; customer financial and data record maintenance; analyzing and working exception items on reports, and; compliance with Administrative Policy.

Primary Functions

• Analyze and resolve billing, usage, and meter data exceptions to ensure billing accuracy and data integrity including complex rates such as Solar/Photovoltaic, and Time of Use.

• Analyze and validate billing rates and programs including Wholesale and Retail Chilled Water, and Sewer Credit, for key customers.

• Analyze corrective readings received from meters and perform billing corrections as needed.

• Analyze and resolve billing-related meter reading anomalies such as usage transactions not discarded, validation transactions not completed, and reading synchronization errors resulting in negative usage.

• Perform corrections to current and past bills in compliance with Administrative Policy.

• Review paper and electronic billing statements for accuracy when a validation exception occurs, and approve their release to customers.

• Analyze, investigate, and resolve customer requests related to billing adjustments and malfunctioning meters.

• Analyze and resolve Move In, Move Out, Cut for Non-Payment, and Reconnect orders that were not automatically completed by the system.

• Review and analyze customer accounts to ensure billing is processed at the correct billing cycle.

• Issue credit and debit adjustments on customer accounts.

• Issue field activities and adjust billing as needed based on findings.

• Review accounts to ensure that all Service Agreements are billed as scheduled.

• Perform other duties as assigned.

Skills Required

Technical Requirements

Working knowledge of all, but not limited to the following:

• Billing Statements

• Service Orders and Field Activities

• Customer Records and Customer Information Systems

• Financial Reports

• Metering data and Units of Measure (i.e. kWh, kW, KGAL, etc.)

• Utility billing data, rates, and tariffs

Familiarity with all, but not limited to the following:

• Spreadsheets (MS Excel)

• Software Applications (i.e. Oracle Customer Care & Billing, Oracle Meter Data Management, Cognos, NetSense)

• Related industry, organizational and departmental regulatory guidelines, best practices, and procedures

• Problem solving and analytical skills

• Ability to make arithmetic computations using whole numbers, fractions and decimals, and compute rates, ratios, and percentages

• Ability to use Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.)

Experience Required

Education / Certification / Years of Experience Requirements

• High School Diploma or GED AND a minimum of five (5) years of customer call center or direct customer service experience handling higher order requests such as servicing accounts, processing payments, investigating account issues, etc.

OR

• Associates Degree in Business, Finance, Accounting or a related field from an accredited college or university AND a minimum of four (4) years of customer call center or direct customer service experience handling higher order requests such as servicing accounts, processing payments, investigating account issues, etc.

Education Required

• Above experience to include a minimum of one (1) year as a Call Center Rep II OR three (3) years of experience in a water/energy utilities call center.

OR

• Bachelor’s Degree in Business, Finance, Accounting or a related field from an accredited college or university AND a minimum of two (2) years of experience in a water/energy utilities call center.

Additional Information

Hybrid role with the expectation of three days onsite in the office: Tuesday, Wednesday, Thursday (Other days if there is a business need).

Contract Duration: 3 to 6 Months