Operations Specialist II (For Pooling - Q2)

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.