Specialist, Billing

Diversity of backgrounds, ideas, thoughts, and experiences is vital to our culture and the way we do business. Creating an environment where differences are embraced and where every person feels engaged and included makes us safer, stronger, and more successful.

With a history dating back to 1886, American Water is the largest and most geographically diverse U.S.publicly traded water and wastewater utility company. The company employs more than 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to 15 million people in 46 states. American Water provides safe, clean, affordable and reliable water services to our customers to help make sure we keep their lives flowing. For more information, visit amwater.comand follow American Water on Twitter, Facebookand LinkedIn.

PLEASE NOTE: In order for American Water to evaluate decisions about new regulations, reintegration, and safe operating practices, all employees are required to report their vaccination status.

Primary Role

The Specialist, Billing will be responsible for completing the day-to-day operations of the Billing team. This includes accurate analysis and communication with Revenue Assurance to reconcile customer accounts in a timely manner. This position submits and processes reconciliations and reviews, analyzes, and resolves customer escalations. This position will coordinate amongst the team to process all tasks relating to daily, weekly, and monthly reconciliation. This position requires a strong attention to detail with experience in financial transactions, ensuring adherence to all proper best practices on reconciling transactions and accounts in alignment with the Revenue Assurance, Leasing and Accounting departments while providing an excellent customer experience.

Key Accountabilities

  • Develop and maintain current knowledge of payment industry and trends.
  • Participate proactively in the team's operational and metric reporting to increase productivity, increase efficiency, and provide timely and accurate billing.
  • Process exception reporting and identify anomalies involving customer billing and revenue assurance data
  • Ensure the timely communication of application of payments, credit and debit memos are performed in compliance with defined processes and controls in coordination with the Revenue Assurance department
  • Investigate and resolve customer account discrepancies
  • Communicate across departments in a timely manner to complete reconciliations of accounts, participate in providing feedback and content updates to the Contact Center Training department, and work with IT to improve operational efficiencies.
  • Identify and communicate clear and measurable data relating to exception reporting relating to on bill, off bill, direct billing and any other partnerships launched in the future
  • Functional SME of CRM and AX, Oracle AR modules, Credit Adjustment System, and supporting applications for payment processing including CCPP and ETS

Additional Knowledge/Skills

  • Ability to work independently (with minimum supervision), multi-task and have a collaborative work style with a strong desire to work in a dynamic, fast paced environment that requires flexibility and ability to manage multiple tasks, processes, or priorities
  • Strong time management skills to ensure deadlines are met without compromising on quality of work performed
  • Demonstrate initiative to seek understanding of existing operational and systematic processes to improve and enhance overall productivity and customer experience
  • Actively participate in training and documentation to ensure peers are cross trained in duties as backup in respect to best practice, controls, and segregation of duties
  • Prepared to actively participate as a key contributor in a project
  • Strong Microsoft Excel skills and proficiency in Word, Visio, and PowerPoint
  • CMS
  • Noetix Reporting
  • Oracle
  • Agent Desktop
  • Credit Adjustment System
  • PNC
  • ETS
  • CCPP
  • Dynamics CRM
  • Dynamics AX
  • SAP


  • Key contributor in testing, training and documentation relating to systematic and operational procedures
  • Key contributor or equivalent experience specifically relating to Contracts, Revenue Assurance and Billing
  • Experience in systematic credit and adjustment request processing
  • Exposure to credit/debit card and ACH payment processing
  • Strong analytical skills to utilize data effectively to recommend or drive actions
  • Well organized with strong attention to detail, effective written and verbal communication skills
  • Excellent relationship building with a strong customer service orientation
  • Self-starter, creative problem solver, persuasive, thorough, and strong team player


  • 2+ years of billing or accounts receivable experience - preferred
  • 2+ years background of processing daily operational tasks and reporting
  • 2+ years progressive experience in a back-office transactional department such as Contract Operations, Accounts Receivable or Billing

  • Experience in the following:
    • Performance of internal controls specific to an operational area such as Billing, Accounts Receivable or Operations
    • Collaboration with cross functional departments
    • Multi-tasking multiple initiatives and meeting deadlines that comply with business initiatives while maintaining the existing customer experience
    • Data analysis, identification, and implementation of operational or systematic process improvement
    • Associates degree in Business, Finance, Accounting, or related program is preferred or equivalent experience

Travel Requirements

  • 0 - 5%. The incumbent will not be required to travel. Trips may require air travel and/or overnight stay away from home for one or more nights

Work Environment

  • Office


Champions safety


Cultivates innovation

Customer obsessed

Drives Results

Nimble learning

Join American Water... We Keep Life Flowing

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they arean individual with a disability, protected veteran or other status protected by federal, state, and local laws.