Analyst-Voice

Job Summary

The Enrollment and Transaction Management Specialist is responsible for processing enrollments and transactions for all customer types, within our North America markets.  The ideal candidate would possess the ability to quickly learn new systems and processes, be a self-starter, detail oriented, accountable, analytical, efficient, accurate and be able to multi-task.  This role is responsible for the complete, accurate and timely resolution of escalated issues. 

Years of Experience:

• Minimum 2 years of problem solving, issue resolution or other relevant experience required; 4+ years preferred;

• Prior experience in deregulated gas and electric markets, is preferred;

• Prior experience in enrollment and transaction management, EDI transaction processing, operational exception handling, billing and/or project management is a plus.

Key Responsibilities

• Provide enrollment and transaction management support for gas and electric deregulated markets serving residential, small and large commercial customers in multiple states/provinces across US and Canada;
• Review, investigate and follow-up independently on complex operational service requests, call logs, and emails related to enrollments and transaction management inquiries in a timely, detailed and thorough manner;
• Work independently to process tasks, investigate and resolve exceptions within target service level agreements (SLA’s).  Areas covering but not limited to:
  • EDI transaction tagging, enrollment review, enrollment fulfillments, sales conversion, issuing disconnects for non-payment, process move-out after disconnects for-non-payment, utility syncs, obligation reports, miscellaneous work lists, collaborate with internal and external stakeholders for the timely resolution of contract and enrollment related matters, etc.;
• Work with vendors, utilities, market participants and internal teams via phone, conference all and email to investigate and resolve issues that prohibit transactions from being sent/received;

• Rely on knowledge, training and judgment to plan and accomplish goals, while working under general supervision;

• Utilize reporting, performance metrics to manage risk and ensure tasks are completed within SLA;
• Work closely with Operations Supervisors and Managers to meet goals, review exceptions and take appropriate actions;
• Troubleshoot and perform root cause analysis to resolve issues and escalate as needed;

• Reconciliation of accounts in case of discrepancies and preparation of reports as needed;
• Identify gaps and help to execute process improvements;
• Participate in special projects, internal/external audit requests, regulatory/utility requests and other duties as assigned;

• This position can be cross-trained to support other teams within Operations.

Skill Requirements

• The ideal candidate would possess the ability to quickly learn new systems and processes, be a self-starter, detail oriented, accountable, analytical, efficient, accurate and be able to multi-task;
• Must be a dependable team player and be willing to work flexible and extended hours, if required;
• Must be detail oriented with an ability to identify a pattern in a problem, conduct research, coordinate with the appropriate back-end teams to solve operational problems and deliver solutions to customer inquiries;
• Strong problem solving and decision-making skills;
• Technical aptitude with ability to understand new tools and data;
• Strong time management and organizational skills;

• Ability to manage multiple tasks/projects and ensure their timely completion;
• Ability to maintain the balance of new daily work and pending work to ensure accurate and timely resolution of all work assigned;
• Ability to adapt to constant change;
• Excellent written and verbal skills.

Other Requirements

Technology Requirements:

• Strong knowledge of Microsoft Office (Word, Excel, Outlook, etc.);
• Advanced knowledge of Microsoft Excel - pivot tables, VLOOKUP, macros, etc., preferred;
• Knowledge of third party billing system, specifically iSigma Customer Care & Billing (CC&B), is preferred;
• SQL query language skills is a plus.