Operations Specialist
Mabalacat, Central Luzon (Region III), Philippines
SUMMARY:
This position is responsible to review accounts for accuracy and resolve bill payment edits of various levels of complexity. Using multiple systems, the role
resolves pre-identified errors in bills and sends consolidated bills for payment. This role also contacts vendors to manage critical tasks and requires some direct client communication.
LOCATION:
Mabalacat, Pampanga
Work Set-Up:
On-site, Nightshift
PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:
• Answer incoming calls from utilities, clients and vendors.
• Contact vendors and/or clients to:
- Retrieve bills late arriving, missing bills not received & accounts without bills
- Verify final billing and obtain all necessary information
- Update or correct mailing addresses
- Provide letters of authorization (LOA)
- Request late fees to be waived, via phone call
- Multiple estimated bills
• Searching each account for any payment inconsistencies or errors including, but not limited to:
- Gap edits
- Prior balance edits
• Perform critical thinking skills to investigate payment discrepancies such as:
- Stale checks
- Returned checks
- Void & reissue of payment
- Advance critical payments
• Some manual data entry for bills as needed.
• Update or correct units of measure as needed
• Perform inactivation of accounts and/or sites
• Delete duplicate bill copies
• Research accounts with zero cost or consumption
• Sending and confirming receipt of Bankruptcy documentation
• Ensure data accuracy
• Ensure that follow-up, email, and correspondence are completed in a timely manner.
• Follow standard operating procedures within these tasks
• Perform other duties as assigned.
QUALIFICATIONS
Education/Certification/Knowledge
• Requires a high school diploma or its equivalent.
Experience:
• Basic understanding of general ledger coding and account set up preferred
• Requires two years of clerical and/or customer related work experience
• Other combinations of experience/education may be considered
Skills/Abilities:
• Must have solid strong computer skills, to include familiarity with Word, Excel, Outlook and Internet and several customized ENGIE Impact systems (including but not limited to Avi, Workflow)
• Must have excellent phone skills and customer service
• Must be able to organize, prioritize, and use time management tools
• Ability to demonstrate basic mathematical aptitude
• Demonstrated excellent oral and written communication skills
• Must be a team player who is detail oriented, dependable and adaptable
• Must be flexible with schedule and available for overtime work as needed
• Ability to be proactive in order to provide superior service to clients
• Basic understanding of ENGIE Impact services and offerings
• Basic understanding of client accrual files and reporting
• Must be able to adapt to change easily
WORK ENVIRONMENT
▪ Team environment, desk sharing probable with co-worker on alternate shift.
▪ Incumbent may be exposed to frequent noise caused by telephones, office machines, and nearby oral communications among fellow employees.
▪ This position requires someone who is capable of effectively working in a highly fluid and rapidly changing environment.
REQUIRED PHYSICAL ABILITIES
▪ Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for a long period of time
▪ Manual and physical dexterity needed to operate a computer keyboard and handle paper documents
▪ Sufficient near vision acuity to read information appearing on computer display screen, in handwritten forms, and printed on paper
▪ Adequate hearing and verbal abilities to communicate effectively in person and by telephone
▪ Ability to lift and carry a stack of forms and documents weighing up to 15 pounds