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Position Summary:

This position is responsible for executing billing, payment processing and accounts receivable management job tasks for Duke Energy’s utility, mass market customer segment. Performs tasks necessary to comply with regulatory requirements and SOX financial controls. It operates under general supervision and on various work schedules to meet customer demands. The incumbent maintains a required level of expertise in the systems required and uses this knowledge to ensure timely and accurate billing, payment processing and collections. Responds to and resolves customer inquiries and complaints. Interfaces with key internal stakeholders, including Customer Contact Operations, Metering Services, Distribution and Customer Service Support. Job tasks for individual performers may vary.

Responsibilities:

Performs accurate and timely billing, payment processing and accounts receivable management for mass market residential and commercial customer accounts.

• Develops basic knowledge of CIS system(s) and revenue services processes * Resolves billing, accounts receivable, or payment exceptions for routine, non-complex account scenarios.

• Resolves usage, billing issues and other situations that will prevent an accurate bill from being rendered to a mass market customer.

• Resolves pre-bill and post-bill exception/problems that prevent accounts from billing for basic residential and small C&I rate schedules .

• Resolves and completes future dated orders * Monitors delinquent accounts in an effort to collect or take appropriate action to limit financial exposure.

• Reviews, monitors, and takes immediate action to acquire security deposits for mass market accounts.

• Processes accelerated delinquency notification and non-pay disconnect action for customers with returned checks/drafts.

• Takes action on 30/60/90 arrears reports for this customers segment, including contact with external customers and internal stakeholders.

Performs account maintenance activities for mass market residential and commercial accounts to ensure compliance with company policy, state and federal regulations.

• At the customer account level, monitors and administers programs mandated by state regulators.

• Performs account updates for regulatory programs such as the life support program, the third party notification program, the medical alert/ medical essential/medical certificate programs, the Supplemental Security Income (SSI) program, etc.

• Processes the residential deposit guarantee deposit contracts.

• Processes customer-requested fraud packets and investigates disputed final bill transfers.

• Processes notarized customer ID forms provided by customers.

• Performs account updates for tax jurisdiction changes

• Reviews and corrects budget bill accounts with extraordinarily high/low deferred balances

• Processes customer requests to change rates due to changing heating systems

• Provides required utility information to HUD or apartment complexes.

• Process requests for auto landlord revert to owner programs

• Manages Fair and Accurate Credit Transactions Act (FACTA) compliance by reviewing specific transactions relating to a customer’s personal identifiable information to ensure that the account holder is a verified legal entity, and that their personal information is held confidential. Reports issues to supervision.

• Updates customer records and files in FileNet to meet record retention requirements.

• Performs invoice review for third party service providers. Verifies payment transitions on collection agency invoices.

• Provides vendor and collection agency support, including investigation of disputed charges.

Performs tasks to comply with internal financial, operational and SOX controls for mass market customer segment.

• Performs monitoring of SOX compliance reports including excessive day aging reports (which vary across jurisdictions) for active and inactive accounts. Takes the appropriate follow-up action.

• Performs monitoring of Customer Contact Operations and Distribution performer transactions related to DNP suspensions and uncollected obligations (deposits, final bills, charge-offs, etc.) to ensure effective collections and management of delinquent and high-risk utility accounts.

• Reviews and take action as necessary on internal control reports such as the refund check report, the undeliverable refund check report and the stop payment report.

• Reviews and monitor all other compliance reports to ensure adherence to Revenue Services business controls.

• Runs monthly reports and resolves issues to ensure all mass market accounts are billing

Interacts with internal stakeholders to respond to inquiries and handle escalated complaints for mass market residential and commercial accounts .

• Receives and processes incoming customer requests, correspondence.

• Handles follow-up on BPEM’s generated by the customer systems and by other departments for mass market customers.

• Analyzes, completes, and processes internal and external customer requests in a timely manner, including but not limited to billing adjustments, annexation notifications, landlord agreement contracts, collection agency requests, assistance agency requests, and duplicate bill requests.

• Prepares and send files to service provider to generate large print and Braille bills.

• Supports internal stakeholders, including Contact Center Operations, Consumer Affairs and Distribution, Metering Services and provides answers to questions and inquiries.

• Handles both inbound and outbound customer calls to resolve customer issues.

• Remains up to date on changes in procedures as they relate to Revenue Services as well as company policies, practices, and governing regulations to ensure customer needs are met with the highest quality.

Perform other duties as assigned

Required/Basic Qualifications

• Associate’s degree

• In lieu of Associate’s degree, High School/GED AND 2 years minimum related work experience

Additional Preferred Qualifications

• 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

• 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 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 minimalsupervision

• 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

• Ability to stand for long periods for certain job functions

• Ability to lift mail trays, push mail carts, and large recycling bins for certain job functions

• Ability to apply customer account and systems knowledge to work items escalated by call center specialists

Working Conditions

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

Travel Requirements

Relocation Assistance Provided (as applicable)

Represented/Union Position

Visa Sponsored Position

Posting Expiration Date

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

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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