Senior Revenue Services Specialist

Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

This position is responsible for executing billing and collections job tasks for Duke Energy's largest, most complex and high-profile customers. It can serve as lead role for specialized activities It operates under general supervision and on various work schedules to meet customer and business demands. The incumbent maintains the highest level of expertise in the customer and related systems and uses this knowledge to ensure timely and accurate billing and accounts receivable management. This position performs complex tasks related to the correction of billing and collection of company revenue. Responds to and resolves customer and customer representative inquiries and complaints. Responsible for possessing a thorough knowledge of company procedures as they relate to billing, metering, pricing profiles, revenue collection as well governing rules and regulations to ensure customer needs are met with the highest quality. Interfaces with key internal stakeholders, including Customer Contact Operations, Distribution, Load Research, Regulatory Affairs, Legal, Generation Services, Large Business Customer Group, Corporate Risk Management, Corporate Sourcing, Customer Service Support, Grid Modernization, Metering Services, Control Area Operations, Marketing, and the State Presidents' organizations. Provides quality customer service while minimizing costs. Job tasks for individual performers may vary.

Performs accurate and timely billing, payment processing and accounts receivable management for Duke Energy's largest, most complex and high profile customers

• Collects and analyzes appropriate billing determinant data in the customer and /specialized billing systems. Validates data as bill ready, and performs manual customer billing.

• Resolves the most complex billing and accounts receivable exceptions.

• Resolves complex usage and billing issues and other situations that will prevent an accurate bill from being rendered to this customer segment.

• Performs calculations to accurately bill and collect for Duke Energy's complex accounts including the large renewable energy and manual billed accounts.

• Monitors credit ratings provided by Experian and Dun& Bradstreet for assigned customers. Takes appropriate follow-up action as required.

• Works with members of the Accounts Receivable team to manage non-pay disconnect scenarios for customers with complex meter configurations and potential environmental/waste management issues.

• Makes contact with CFOs and CEO of small and mid-size C&I customers regarding pending non-pay disconnect action or security deposit assessment.

• Conducts root cause analysis efforts to identity issues and determine solutions. Works with Revenue Services team members to implement needed changes.

• Supports and conducts the research, analysis, and investigative actions for complex energy theft cases. Prepares cases for legal action and represents Duke Energy in legal cases as needed and serves as an expert witness.

• Processes interval usage exceptions for Duke Energy's Smart (AMI) meters managed in the Meter Data Management system.

• Recognizes and addresses possible metered usage problems and resolves issues to enable accurate customer billing

Performs account maintenance activities for the company's largest, most complex and high profile customers to ensure compliance with state and federal regulations.

• Establishes and maintains accounts and meter configuration details in various specialized systems such as MV90, Meter Data Management, Power Billing System and Billing Expert

• Maintain and modify large power contracts as appropriate

• Maintains a thorough and detailed understanding of regulatory guidelines, including FACA (Fair and Accurate Credit Transactions Act), etc., and resolves complex customer issues.

• Responsible for processing accounts and legal documentation for commercial accounts that have filed Chapter 11 or Chapter 7 bankruptcy. Processes proof of claim forms, performs required revenue adjustment orders, and updates the bankruptcy tracking system. Maintains a thorough understanding of federal bankruptcy legislation. Interfaces with internal and external legal counsel as needed.

• Takes action on receivership filings for commercial/industrial accounts. Interfaces with internal and external legal counsel as needed.

• Maintains focus on continuous process improvement and productivity by demonstrating a positive attitude and professionalism in dealing with all Duke Energy customers and departments to promote strong working relationships and support change.

• Offers technical expertise and makes recommendations for process improvement to ensure maximum efficiencies.

• Receives and processes large power and other special contracts.

• Trouble shoots metering and billing system issues so timely and accurate billing is executed

• Performs complex tasks and calculations to administer the PowerShare and other specialty programs.

• Is responsible for initiating necessary jobs in Meter Data Management System to create bill determinants required by CIS systems according to the billing schedule. Performs analysis to identify root cause of associated errors, initiates necessary data corrections, and monitors to ensure timely delivery of the files to CIS systems each day.

• Utilizes meter event data in conjunction with large C&I customer usage patterns to ensure meter is healthy and ensure accuracy of interval data

Interacts with key internal stakeholders to respond to inquiries and handle escalated complaints for all accounts including the company's largest C&I and high profile customers. Serves as an expert consult on customer, regulatory and system issues.

• Analyzes, completes, and processes internal and external customer requests in a timely manner, including but not limited to billing adjustments, energy efficiency programs required by legislators, demand response billing, sales & franchise tax changes security deposit refunds, late payment charge refunds and duplicate bill requests.

• Interacts with internal departments, including Customer Contact Operations, the Large Business Customer Group, Distribution, the Rate Department, Legal, Community Affairs, Metering Services, Grid Modernization, etc., as well as local cities and states, to resolve customer issues.

• Serves as a subject matter expert and resource to answer complex questions from internal departments, external parties, third party vendors, and high profile customers.

• Provides information in support of resolving utility commission and executive complaints. Represents the company in formal complaint hearings as needed, and serves as an expert witness.

• Provides calculations and explanations for unique billing rates and riders.

Monitors/runs queries and reports to ensure compliance with internal financial, operational and SOX controls.

• Reviews and monitors compliance reports and takes action, as necessary, to ensure adherence to Revenue Services business controls.

• Reviews and validates system rate determinants.

• Compiles and provides month-end statistics to internal stakeholders.

• Utilizes comprehensive customer information system and application knowledge to produce ad hoc reports to track departmental results and to response to questions from upper management.

• Performs data reporting and design. Routinely designs, implements, maintains, enhances and analyzes complex, multi-functional databases for Revenue Services.

• Provides daily, weekly and monthly performance results to management in Revenue Services. Examples include but are not limited to: Revenue and Audit Reports, Service Charge Waiver, Deposit Waiver, Uncollectible Debt/Charged off Accounts, Individual and Key Performance Indicator Reports, Revenue Services Exceptions, Billing Revenue Adjustments, Revenue and Collections by Type.

• Provides support for key systems including the bankruptcy tracking system (BTS), the Automated Data and Management System (ADAMS), and the Accounts Receivable Controls system (ARC).

Provides training and subject matter expertise for the work group and key internal stakeholders.

• Maintains thorough job knowledge of assigned teams (Billing, Accounts Receivables, and Payments) and provides lead responsibility in accurately maintaining the company's customer accounts.

• Works with team members to develop excellent decision making skills through training and mentoring.

• Identifies, develops, coordinates and provides one-on-one or classroom training for the development of team members to enhance overall job knowledge and maximize team efficiency

• Maintains a high level of subject matter expertise by staying abreast of regulations established by local, state and federal agencies. (i.e. North Carolina Utilities Commission, South Carolina Public Service Commission, Public Utilities Commission of Ohio, Kentucky Public Service commission, Indiana Utility Regulatory Commission, Florida Public Service Commission).

• Maintains a thorough and expert working knowledge of relevant customer and related systems in order to troubleshoot and identify problems, opportunities and/or concerns.

• Serves as subject matter expert for IT and business projects and as tester for IT projects.

Perform other duties as assigned

• Associate's Degree in Business Administration, Technology or Paralegal

• In addition to required degree, three (3) or more years related work experience

• In lieu of Associates degree(s) AND three (3) or more years related work experience listed above, High School/GED AND five (5) or more years related work experience

• Proficient in using the OneSource application to efficiently process sales tax exemption certificates for all jurisdictions

• Conduct jurisdictional audits per request to ensure adherence to tax regulations and compliance standards

• Professionally handle inbound and outbound customer calls, addressing tax-related inquiries

• Two or more years of customer tax experience, with a strong understanding of related processes and procedures

• Ability to apply customer account and systems knowledge to complex situations escalated by call center specialists

• Demonstrated ability to work safely and knowledgeable of the company's safety requirements and regulations.

• Ability to analyze and compare data to ensure accuracy.

• Demonstrated conflict management and problem solving skills

• Written and oral communication skills

• Ability to effectively research/investigate information needed and exercise good judgment in making decisions.

• Possess time management and personal organizational skills.

• Ability to give and receive positive and constructive feedback.

• Flexibility to accept and adjust to short timelines and operate with minimal supervision.

• Understanding of the confidential nature of information encountered while performing duties and the ability to treat it accordingly

• Ability to sit for long periods for certain job functions

• Working knowledge of Microsoft Office Products (Outlook, Excel, Word, PowerPoint)

• Working knowledge of the applicable Customer Information & related systems

• Working knowledge of the applicable utility commission rules and regulations

• Ability to provide quality service to internal and external customers

• Conflict management skills to resolve or mediate customer issues

• Virtual - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to a Duke Energy facility.

Travel Requirements

Posting Expiration Date

All job postings expire at 12:01 AM on the posting expiration date.

Privacy

Do Not Sell My Personal Information (CA)

Terms of Use

Accessibility