Representative, Contract Operations

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 Representative, Contract Operations will be responsible for completing the day-to-day operations of the Contract Operations team. This includes the timely and accurate processing of contract enrollments for customer accounts. This position will review, analyze, and resolve problem enrollments. This includes the timely and accurate processing of enrollment disputes, return mail, and correspondence for customers. This position requires a strong attention to detail with experience with financial transaction relating to enrollment workflow, ensuring adherence to all proper best practices on contract enrollment processes while providing an excellent customer experience.

Key Accountabilities

• Analyze and interpret root cause of customer enrollment disputes
• Provide timely and accurate processing of enrollment disputes, return mail and correspondence
• Develop and maintain current knowledge of lockbox processing and trends
• Provide timely and accurate lockbox enrollment processing and resolution of problem enrollments
• 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 Training department, and work with IT to improve operational efficiencies
• Responsible for managing the scanning of mail for AWD workflows
• Develop and maintain knowledge of Oracle Contract Management modules and supporting applications for enrollment processing
• Provide strong communication across the Contract Operations team through performance and active participation to identify and enhance operational processes
• Work cross functionality to align processes as one HOS
• Provide accurate feedback to capture clear and measurable metrics or Service Level Agreements to ensure Contract Operations tasks and transactions are completed timely, accurately, and consistently
• Responsible for taking an active approach in daily tasks and responsibilities
• And/or other duties as assigned by manager to support the business


• Key contributor or equivalent experience specifically relating to lockbox contract enrollments and problem enrollments
• Exposure to credit/debit card and ACH payment processing
• 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
• Self-starter, creative problem solver, persuasive and 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 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, Agent Desktop, Visio, and PowerPoint a plus


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

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


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.