Job Description

Description

We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 19,000 colleagues strong serving more than 10 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?

PRIMARY PURPOSE OF POSITION

Performs specialized duties requiring functional knowledge as assigned (i.e. customer billing, revenue processing, credit services, theft investigations and remediation, liability claims remediation, and collections work, etc.). These duties are achieved within the standards set by the administration of quality assurance programs and performance statistics. Performs duties with the effect of providing premier customer experiences. With minimal guidance, investigates, analyzes and solves complex service application, metering, billing, payment, energy assistance or accounts receivable exceptions, working with customers and other internal and external stakeholders such as but not limited to, personnel representing; regulatory, community agencies, financial institutions, legislative representatives, service vendors, etc. Position is also expected to recommend changes to business processes including system logic to improve the customer experience and work efficacy. Supports customer care activities and interfaces with both internal and external stakeholders to achieve objectives. Performs special assignments or assists other business areas as necessary. Functional areas of focus include:  Billing  manages and resolves complex and special customer billing requirements and administers billing exception corrections;  Payments - processes and reconciles payments (manual and electronic), payment returns, lost payments refunds and energy assistance grants.  Credit - analyzes customer financial statements, quotes deposits, resolves appeals, leverages software to determine balance accountability and initiates service application approvals/denials;  Theft remediation - investigates and identifies accountability, coordinates negotiations for applicable settlements, billing, and in/out-of-service decisions;  Claims  processes submissions, investigates to confirm accountability, bills, supports legal proceedings, and follows through to recovery (company or otherwise); Collections  manages AR arrearages through applied specialized collection techniques, dispositions customer payment arrangements, decisions complex service disconnects and restorations, facilitates field decisions for severance exceptions, and supports legal proceedings;

PRIMARY DUTIES AND ACCOUNTABILITIES

JOB SCOPE

Reports To: Varies

Qualifications

• Company business systems including CC&B, MDM and other standard software.
• Skills/Abilities:
• Demonstrated proficiency in the use of MS Office products.
• Comprehensive knowledge of Customer Care & Billing (CC&B) and related systems and demonstrated ability to research and solve complex metering and special billing, lost payments, refunds, energy assistance and/or accounts receivable issues.
• Demonstrated ability to communicate effectively with tact and discretion to internal and external customers via written and verbal communication.
• Demonstrated accuracy and attention to detail.
• Ability to handle sensitive account data, maintain confidences, and adhere to all standards of business conduct.
• Working knowledge of COMAR and other PSC regulations impacting billing or accounts receivable
• Knowledge of other customer related operations to facilitate work (i.e. accounting, field/meter services).
• Education/Experience: Over three years related work experience with customer operations/customer financial operations/other customer interfacing work or equivalent combination of formal education/training and experience.