Operations Specialist II

SUMMMARY:

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.

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:

• Answer incoming calls from utilities, clients and vendors.
• Contact vendors and/or clients to:

o Retrieve bills late arriving, missing bills not received & accounts without bills

o Verify final billing and obtain all necessary information

o Update or correct mailing addresses

o Provide letters of authorization (LOA)

o Request late fees to be waived, via phone call

o Multiple estimated bills

• Searching each account for any payment inconsistencies or errors including, but not limited to:

o Gap edits

o Prior balance edits

• Perform critical thinking skills to investigate payment discrepancies such as:

o Stale checks

o Returned checks

o Void & reissue of payment

o 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.

Role Competencies:

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
• 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

• On-site (Mabalacat, Pampanga)
• Permanent Night shift
• Work schedules vary depending on department needs
• Performing duties and attending events during the evening and on the weekend occurs occasionally and may be required
• Traveling off-site to a local event occurs rarely and may be required
• Incumbent may be exposed to frequent noise caused by telephones, office machines, and nearby oral communications among fellow employee

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