Specialist, Revenue Assurance

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 of Revenue Assurance will be responsible for completing the day-to-day operations of the Revenue Assurance team. This includes accurate application of receipts and adjustments to customer accounts. 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 Accounting department while providing an excellent customer experience.

Key Accountabilities

Strategic Analytics and Planning
• 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.

Account Management
• Process exception reporting and identify anomalies involving customer billing and revenue assurance data
• Ensure the application of payments, credit and debit memos are performed in compliance with defined processes and controls
• Participate in Month End Close Processes in alignment and coordination with the Accounting team
• Investigate and resolve customer account discrepancies
• Communicate across departments in a timely manner, participate in providing feedback and content updates to the Contact Center Training department, and work with IT to improve operational efficiencies.
• Reconcile payments through all applicable systems to ensure deposits match across system of record

Systems Management
• Functional SME of CRM, AX, Oracle AR modules, Credit Adjustment System, and supporting applications for payment processing including CCPP, ETS, Mellon Bank and PNC
• Participate in reviewing requirements, data mining, and testing to ensure optimal solutions by collaborating with core teams challenging the status-quo to effectively solution to ensure limited risk to the business

Team Participation and Communication
• Provide strong communication across the Revenue Assurance team through performance and active participation to identify and enhance operational processes in alignment with Operations teams and their respective supervisors
• Work cross-collaboratively to help harmonize and align processes as one HOS
• Participate in providing use cases and accurate feedback to capture clear and measurable metrics to ensure Revenue Assurance tasks and transactions are completed timely, accurately, and consistently
• Responsible for taking a proactive approach in daily tasks and responsibilities
• Complete the timely updates and/or creation of Standard Operating Procedures within regularly assigned tasks based on operational or systematic changes, as well as actively test peer's Standard Operating Procedures within clearly defined segregation of duties
• And/or other duties as assigned by supervisor or manager to support the business

Knowledge/Skills

• Key contributor in testing, training and documentation relating to systematic and operational procedures
• Key contributor or equivalent experience specifically relating to Contracts, Accounts Receivable 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
• 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
Required:
• Average to strong Microsoft Excel skills and proficiency in Word, Visio, and PowerPoint

Preferred:
• CMS
• Noetix Reporting
• Oracle
• Agent Desktop
• Credit Adjustment System
• Square
• PNC
• ETS
• CCPP
• Dynamics CRM
• Dynamics AX
• SAP

Experience/Education

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

Travel Requirements

  • 0 - 5%. The incumbent may be required to travel. Trips may require air travel and/or overnight stay away from home for one or more nights.


Work Environment

  • Office


Competencies

Collaborates

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.

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