Operations Specialist II (Pooling)

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