Revenue Services Specialist II - Complex Billing

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This position is responsible for executing billing, payment processing and accounts receivable management job tasks for Duke Energy's small and mid-size commercial and industrial customers as well as complex residential customer scenarios. It operates under general supervision and on various work schedules to meet customer demands. The incumbent maintains a high level of expertise in the systems and equipment required, and uses this knowledge to ensure timely and accurate billing, collections, and processing of payments. It responds to and resolves customer inquiries and complaints. Interfaces with key internal stakeholders, including Customer Contact Operations, Distribution, Customer Service Support, Regulatory Affairs, Legal, Generation Services, Corporate Risk Management, Corporate Sourcing, Grid Modernization, Metering Services, Marketing, and the State Presidents' organizations. Job tasks for individual performers may vary.

Performs accurate and timely billing, payment processing and accounts receivable management for small and mid-size C&I accounts as well as complex residential account scenarios.

• Accurately bills, processes payments and manages the accounts receivable for Duke Energy's specialized accounts including renewable energy and municipal unmetered services.

• Resolves billing, accounts receivable, or payment exceptions for non-routine, account scenarios.

• Resolves usage, billing issues and other situations that prevent an accurate bill from being rendered to this customer segment.

• Performs pre-bill and post-bill exception corrections for small to mid -size C&I and other accounts.

• Performs daily verification of CIS system calculations to ensure charging is correct

• Performs data collection and billing for unmetered municipal Christmas Lighting

• Performs analysis to determine root cause for synchronization failures between CIS and Meter Data Management systems and corrects the problem in the appropriate system.

• Performs decision making, account entry and corrections for usage on inactive meters, stopped meter and cross meter situations.

• Performs corrections for Meter Data Management (EDM) system usage exceptions.

• Monitors credit ratings provided by Experian and Dun& Bradstreet and takes appropriate action for assigned customers.

• Monitors delinquent accounts in an effort to collect deposits or take appropriate action to limit financial exposure for small to mid-size C&I accounts. For high risk accounts, takes immediate action to secure accounts including the use of non-cash deposit alternatives.

• Performs back office investigation, usage/charge calculations and account updates for energy theft scenarios, including unauthorized reconnects and tamper/bypass scenarios. Updates Energy Protection databases as required to ensure customer information is available to Contact Center Operations personnel. Interfaces with field investigators in Metering Services and Distribution.

• Takes action on 30/60/90 arrears reports for this customers segment, including contact with external customers and internal stakeholders.

Performs account maintenance activities for small and mid-size C&I and complex residential and customer accounts to ensure compliance with company policy, state and federal regulations

• Monitors and administers programs mandated by state and federal regulators.

• Responsible for processing accounts and legal documentation for residential accounts that have filed Chapter 13 or Chapter 7 bankruptcy. Processes proof of claim forms, performs required revenue adjustment orders, and updates the bankruptcy tracking system. Maintains a thorough understanding of federal bankruptcy legislation. Interfaces with the Legal department and members of the Revenue Services team as needed.

• Processes specialized sales tax forms ( reduced and exemption) * Processes city annexation information to ensure accurate revenue reporting and tax allocation to cities/counties

• Provides decision making for tax jurisdiction changes and auto landlord program changes.

• Performs account setup, monthly management and support for customer summary/consolidated billing programs.

• Processes and ensures that all REPS credits and annual minimums are billed correctly

• Reviews and investigate root cause for Remote Order Fulfillment errors in Meter Data Management System and issue order from the appropriate CIS system to initiate a field trip by Service Delivery.

• Supports the research, analysis, and investigative actions for potential billing errors and fraud cases.

• Performs reconciliation and balancing of customer payments and bank deposit files.

• Sends daily deposit information to Treasury and banking institutions.

• Researches and resolves payments not posted..

• Manages Fair and Accurate Credit Transactions Act (FACTA) compliance by reviewing specific transactions relating to a customer's personal identifiable information to ensure that the account holder is a verified legal entity, and that their personal information is held confidential. Takes appropriate action as needed. Investigates and resolves potential fraud situations, including accounts with deceased customers, invalid id, consumer statements, name fraud, etc.

• Provides direction to other team members and answers internal complex questions

Interacts with key internal stakeholders to respond to inquiries and handle escalated complaints for small and mid-size C&I and complex residential customer accounts .

• Interacts with internal departments, including Customer Operations, Large Business Customer Group, Distribution, the Rate Department, Legal, Treasury, Community Affairs, Metering Services, Grid Modernization, etc., as well as local cities and states, to maintain positive relationships and resolve issues.

• Analyzes, completes, and processes internal and external customer requests in a timely manner, including but not limited to billing adjustments, Energy Efficiency programs required by legislators, billing & premise consolidations, , landlord agreement contracts, complex collection agency requests and complex assistance agency requests.

• Handles follow-up on CDOCS, WFMS, and work files generated by the customer systems and by other departments.

• Supports internal stakeholders, including Contact Center Operations, Consumer Affairs and Distribution, and provides answers to questions and inquiries.

• Serves as a subject matter expert and resource to answer complex questions from internal departments, external parties, and third party vendors

• Shares job knowledge and experience with work groups both inside and outside Revenue Services. Remains up to date on changes in procedures as they relate to Revenue Services as well as company policies, practices, and governing regulations to ensure customer needs are met with the highest quality.

• Handles customer follow-up on 3rd party requests for customer billing information.

• Handles both inbound and outbound customer calls to resolve customer issues

• Researches and prepares documentation for executive, legal, and/orcommission complaints including court-order documents

Monitors / runs reports and queries to ensure compliance with operational, financial and SOX controls. Performs tasks to comply with internal financial, operational and SOX controls.

• Reviews and monitors compliance reports and takes action, as necessary, to ensure adherence to Revenue Services business controls.

• Compiles and provides month-end statistics to internal stakeholders.

• Performs monitoring of SOX compliance reports including excessive day aging reports (which vary across jurisdictions) for active and inactive accounts. Takes the appropriate follow-up action.

Perform other duties as assigned

• Associate's degree in Business Administration, Paralegal, Technology or Business Administration

• In addition to required degree, one (1) year minimum of related work experience

• In lieu of Associate's degree AND one (1) years minimum of related work experience listed above, High School/GED AND 3 years minimum related work experience

• Demonstrated ability to work safely and knowledgeable of the company's safety requirements and regulations

• Ability to analyze and compare data to ensure accuracy

• Demonstrated conflict management and problem solving skills

• Written and oral communication skills

• Ability to effectively research/investigate information needed and exercise good judgment in making decisions

• Possess time management and personal organizational skills

• Ability to give and receive positive and constructive feedback

• Flexibility to accept and adjust to short timelines and operate with minimal supervision

• Understanding of the confidential nature of information encountered while performing duties and the ability to treat it accordingly

• Ability to sit for long periods for certain job functions

• Ability to stand for long periods for certain job functions

• Ability to lift mail trays, push mail carts, and large recycling bins for certain job functions

• Ability to apply customer account and systems knowledge to complex situations escalated by call center specialists, including handling the customer contact

• Working knowledge of Microsoft Office Products (Outlook, Excel, Word, PowerPoint)

• Working knowledge of the applicable Customer Information & related systems

• Working knowledge of the applicable utility commission rules and regulations

• Ability to provide quality service to internal and external customers

• Virtual - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to the Duke Energy facility.

Travel Requirements

Posting Expiration Date

All job postings expire at 12:01 AM on the posting expiration date.

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