Specialist, Partnership Support

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, Partnership Support will be responsible for completing the day-to-day operations of the Partnership Support teams. This includes the timely and accurate processing of enrollments, cancellations, and adjustments of contracts for our Partnership customer accounts. This position submits and processes reconciliations, reviews, analyzes, and resolves customer escalations and quality assurance queues. This position will coordinate amongst the team to process all tasks relating to daily, weekly, and monthly Partnership quality assurance queues. This position requires a strong attention to detail with experience in financial transactions, ensuring adherence to all proper best practices on Partnership contract enrollment/cancellation and adjustment processes while providing an excellent customer experience.

Key Accountabilities

• Develop and maintain current knowledge of New York City, Orlando, Nashville, Vertex, AW-SAP Partnership processes and trends
• Participate proactively in the team's operational and metric reporting to increase productivity and increase efficiency
• Responsible for timely and accurate enrollment and cancellation processing
• Ensure timely response to billing and enrollment exceptions
• Timely reporting and identification of anomalies involving customer enrollment and cancellation data
• Ensure enrollment and cancellation processes performed in compliance with defined processes and controls
• Communicate across departments in a timely manner, participate in providing feedback/updates to the Contact Center Training department, and work with IT to improve operational efficiencies
• Functional Subject Matter Expert of Dynamics CRM and AX and supporting Partnership operations applications for enrollment/cancellation/adjustment processing
• Participate in providing accurate feedback to capture clear and measurable metrics or Service Level Agreements to ensure Partnership Support tasks and transactions are completed timely, accurately, and consistently
• Provide strong communication across the Partnership Support team through performance and active participation to identify and enhance operational processes
• Work cross functionality to align processes as one HOS
• Complete and/or update Partnership Enrollment, Cancellation, Exception Reporting processes in detailed and templated Standard Operating Procedure format for consistency, accuracy, and integrity
• Responsible for taking proactive approach in daily tasks and responsibilities
• And/or other duties as assigned by supervisor or manager to support the business

Knowledge/Skills

• Key contributor or equivalent experience specifically relating to Partnership contracts
• Strong time management skills to ensure deadlines are met without compromising on quality of work performed
• Strong analytical skills and initiative to seek understanding of existing operational and systematic processes to improve and enhance overall productivity and customer experience
• Well organized with strong attention to detail, effective written and verbal communication skills
• Excellent relationship building and strong customer service orientation
• 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 priorities
• 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

• Average to strong Excel skills and proficiency in Word
• Dynamics CRM, Dynamics AX, SAP, AWD, Noetix Reporting, Oracle, ETS, CCPP, PNC, and Agent Desktop a plus

Experience/Education

• 2+ years background of processing daily operational tasks and reporting
• 2+ years of experience in contract enrollment and cancellation processing
• 2+ years progressive experience in Contract Operations, Customer Service, Accounts Receivable, Accounts Payable or Billing
• Performance of internal controls specific to a transactional functional area such as contract enrollment and cancellations
• Collaboration with cross functional departments
• Multi-tasking multiple initiatives and meeting deadlines that comply with business initiatives while maintaining the existing customer experience
• Identification and implementation of process improvements

• Associates degree in Business, Finance, Accounting, or related program is preferred or equivalent experience

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 Enivronment

  • Office


Competencies

Champions safety

Collaborates

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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