CX Revenue Support Representative (Billing) at PNM Resources – Albuquerque, New Mexico

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department: CX Revenue Operations

JOB DESCRIPTION

Revenue Support Representative

Salary Grade: G10
Minimum Midpoint Maximum
$49,313 - $65,340 - $81,366

Given the financial nature of this position, this position has been defined as a position requiring a credit check. Prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check.

SUMMARY:

Under limited supervision, creates quality, value and confidence in the eyes of our customers by providing quality customer service related to revenue support inquiries and transactions. Provides quality assurance of the revenue billing process with accurate, timely and complete exceptions processing. Maintains regulatory and SOX compliance requirements and ensures that the integrity of the automated customer experience billing system through accurate and timely revenue transactions for all customers. This position requires judgement and experience with limited supervision and ensures responsiveness, professionalism and customer satisfaction when handling customer inquiries. Completes special projects as assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Processes and determines needed actions for all statewide billing exceptions utilizing a number of exceptions reports: meter reading exceptions, out of cycle exceptions, service order exceptions, other specialized reports such as change data reports, new service report, and read entry report.

Initiates check reads and meter exchanges based on account meter readings and consumption analysis.

Reviews and initiates rate changes on customer accounts when systematically identified ensuring tariff requirements are satisfied and warrant such a change.

Communicates and works directly with account managers on billing issues, rate changes and meter exchanges for strategically managed accounts.

Initiates direct customer communication regarding billing anomalies that impact the customer experience and billing accuracy.

Reduces errors by implementing existing business practices and advanced experiences that apply to revenue exceptions, timely and accurate bills, and the identification of potential error prevention and exposure.

Initiates and produces special handled and complex bills for non-system billed accounts.

Works closely with the Rate Application & Systems Project Manager to ensure accuracy and completeness of these bills. Responsible for SOX compliance on all complex and special handled bills.

Manages the summary billing program inclusive of large and high-profile customers having multiple accounts in multiple read cycles to produce monthly billing statements.

Works closely with revenue processing to ensure correct application of payments and account management on billing issues.

Manages and monitors all distributed generation accounts to ensure accuracy of billing including rate compliance, REC distribution and meter reading and account set-up. Works closely with the Customer Interconnection Team for account set-ups.

Acts as the subject matter expert of all customer service billing and transactional functions and activities; advises on complex or technical billing and tariff issues, including rates, billing, regulatory requirements, and revenue accounting.

Acts as a liaison with internal and external auditors to resolve inquiries related to account billing controls and SOX compliance.

Identifies and implements process improvements addressing financial and operational risks and foster timely maintenance of accurate policies, rates rules, and procedures documentation

Assists in researching, analyzing, and reporting on issues that affect the company in the areas of financial, regulatory, or revenue accounting; assists management in controlling costs.

Maintains and ensures effective communication with internal and external customers to meet corporate, departmental, and regulatory requirements.

Acts as a liaison between business units to research, analyze, and resolve inquiries related to various data requests and questions.

Provides on-the-job training or formal training classes on a wide range of revenue operations subjects; may serve as a specialist in development of revenue support training.

COMPETENCIES:

In-depth knowledge and understanding of all services, rate classes, revenue support processing procedures, rate tariffs, rules and applicable federal and state regulations pertaining to exceptions processing.

In-depth knowledge of complex customer service transactions and the ability to manage difficult or emotional customer situations while maintaining a professional and courteous demeanor.

Able to apply analytical skills, use judgement and make decisions on problems and issues.

Ability to respond promptly to customer needs and proactively solicit dialog with customer to improve or exceed customer expectations.

Ability to respond to customer requests for service and/or assistance with a sense of urgency and handle recurring and/or special customer problems that require judgment and creativity.

Ability to identify and recommend new and innovative ideas to brainstorming sessions or problem-solving activities.

Ability to demonstrate competency in multiple disciplines critical to the performance of job duties.

Working knowledge of business office practices, company policies, rules and regulations and the ability to understand and interpret the relationship to governmental and regulatory agencies.

Ability to influence and build consensus within a team environment where the customer experience and employee development is the focus.

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

High school diploma or GED with three to five years of related experience or an equivalent combination of education and/or experience related to the discipline.

COMMUNICATION SKILLS:

Ability to write complex correspondence and maintain and ensure effective communication, oral and written, with internal and external customers.

Ability to deal professionally with a broad variety of customers, client representatives, and vendors. Phone Pro skills preferred.

Ability to read, write and comprehend complex instructions, short correspondence and memos.

Ability to speak effectively present information in one-on-one and group situations.

Ability to speak clearly and persuasively in positive or negative situations.

Ability to effectively listen and get clarification in order to respond to a wide range of questions.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to accurately perform prorations on meter readings and consumption calculations.

Ability to compute rate, ratio, and percent.

COMPUTER SKILLS:

CIS Banner experience required.
Proficiency in all customer service technical systems: CIS Banner, InContact, SharePoint and Business Intelligence (BI) Database Tool.

Proficient use of Microsoft Office Suite, Adobe Acrobat and data analytic tools.

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply in-depth customer service understanding to carry out detailed and involved written or oral instructions.

Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.

Ability to identify and solve practical problems involving complex issues in a wide range of situations and deal with a variety of concrete variables where only limited standardization may exist.

DECISION-MAKING:
Ability to effectively assess customer account, consumption, rate application and billing exception information to resolve and mitigate issues in accordance procedures and applicable billing, regulatory and SOX compliance requirements. Decisions made have a direct impact on the customer experience, billing accuracy and the workload of supporting departments like meter reading, the contact center, meter shop, account management and interconnection.

SCOPE AND IMPACT:

Revenue Support performs critical billing functions that directly impact the ability to timely and accurately collect and report millions of dollars in revenue to the general ledger and assuring the company's financial health in doing so. This position handles thousands of billing exceptions and bills specialized accounts on a daily basis across the State and requires knowledge and judgement to make decisions on customer accounts and rate set ups that significantly impact the customer experience and company reputation through direct contact with thousands of customers.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit, talk and listen for long periods of time. Manual dexterity required. The candidate may be required to lift/move up to 10 pounds. Vision requirements include close vision (clear vision at 20 inches or less).

WORK ENVIRONMENT:

Office environment.

SAFETY AND ADA STATEMENT

Safety Statement:
Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement:
If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.