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Posted: 05-Sep-23
Location: Orlando, Florida
Type: Full Time
Salary: $30.021 to $37.526 per hour
Years of Experience:
Required Education:
Internal Number: 1695
OUC - The Reliable One, an industry leader and the second largest municipal utility in Florida committed to serving the community and the environment, is presently seeking a Billing Quality Assurance Analyst to join the Customer Experience & Sales division.
We are looking for a billing quality assurance professional with exceptional analytical skills to ensure quality standards are maintained for billing related functions.
In this role, you will be responsible for developing and executing moderately complex business system test cases for billing related system changes, projects, and new business opportunities. Perform intermediate level business analysis related to billing functions and make recommendations for improvements to increase efficiency and improve quality. Perform billing functions as needed. Participate in process improvement and training sessions across organization as a Subject Matter Expert (SME) for Billing functionality, policies, processes, etc. Collaborates with other business areas as well as external vendors or consultants to ensure quality standards are followed that result in accurate bills for customers.
OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions.
The ideal candidate will have:
- High School Diploma or GED;
- Minimum of three (3) years of experience analyzing residential and commercial customer billing and/ or load usage; and two (2) years performing quality assurance testing and data analytics of system- based software;
- Bachelor’s degree in Business, Finance, Accounting or related field from an accredited college or university (preferred)
- Utility industry experience (preferred);
- Working knowledge of Software Applications (i.e. Cognos, JD Edward EnterpriseOne, Quality management software/Application Lifecycle Management (ALM), Oracle Customer Care & Billing (CC&B), Adobe Acrobat);
OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:
- Competitive compensation
- Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period. Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
- Paid vacation, holidays, and sick time
- Educational and Professional assistance programs; Paid Memberships in Professional Associations
- Access to workout facilities at each location
- Paid Conference and Training Opportunities
- Free downtown parking
- Hybrid work schedule
Salary Range: $30.021 to $37.526 per hour commensurate with experience (Est. $62,443.68 to $78,054.08 annually).
Location: Reliable Plaza - 100 W. Anderson Street, Orlando, FL 32801
Please see below a complete Job description for this position.
Job Purpose:
Develop and execute moderately complex business system test cases for billing related system changes, projects, and new business opportunities. Perform intermediate level business analysis related to billing functions and make recommendations for improvements to increase efficiency and improve quality. Perform billing functions as needed. Participate in process improvement and training sessions across organization as a Subject Matter Expert (SME) for Billing functionality, policies, processes, etc. Collaborates with other business areas as well as external vendors or consultants to ensure quality standards are followed that result in accurate bills for customers.
Primary Functions:
- Develop functional and system test cases, from a business perspective, based on Business Requirement Document (BRD), Functional Requirements Document (FRD), use cases and business processes for billing related system changes, projects, and new business opportunities;
- Review moderately complex business requirements, functional requirements and use cases for projects that may impact the billing of OUC customers;
- Perform execution of moderately complex business system and user acceptance test cases independently: track progress, defects, and issues within quality software;
- Research and troubleshoot Customer Information Systems (CIS) or Meter Data Management (MDM) system problems; analyze data to find root cause and provide possible solutions to ensure compliance with OUC Administrative Policy and local, state and federal regulations;
- Analyze and evaluate opportunities for improvement to determine root cause and gaps in policy or procedure, to include developing and approving documentation of new and revised policies and procedures based on analysis;
- Coordinate audits of OUC billed services within the CIS and meter data systems to ensure accuracy and quality standards are met, including compliance with OUC Administrative Policy and other internal policies, and local, state and federal regulations;
- Issue credit and debit adjustment on customer accounts, including an approval level up to the limit defined in the CIS security permissions for the role;
- Attend Review and Design meetings; provide input and recommendation on new business processes and projects;
- Prepare and present communications, oral and written, to provide input, solutions, and recommendations for impact to the business and customer of proposed changes and improvements;
- Train and collaborate within Billing and other business areas on technical functions within CIS and MDM for quality completion of tasks;
- Perform routine billing functions as needed, including analyzing customer accounts, billing and meter data
- Perform other duties as assigned.
Technical Requirements:
- Working knowledge of all, but not limited to, the following:
- Software Applications (i.e. Cognos, JD Edward EnterpriseOne, Quality management software/Application Lifecycle Management (ALM), Oracle Customer Care & Billing (CC&B), Adobe DC);
- Rate analysis, design, and testing; including business requirements and test cases;
- Business system testing principles, test case development, and quality standards;
- Data analytics;
- Metering data and Units of Measure (i.e. kWh, kW, gallons, tons, ton-hrs);
- Meter types and meter event types;
- Related industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws;
- Utility billing systems, meter data and billing relationships, rates, and tariffs;
- Strong understanding of customer billing statements, OUC billed services, customer usage patterns, customer rate analyses, reconciliation of data, and specialized billing;
- Ability to provide training and coaching to co-workers on processes and projects related to billing and other customer service activities;
- Strong analytical and problem solving skills;
- Ability to perform independently, proactively initiate and be highly responsive, flexible, and adaptable in both daily work and with projects internally and across business areas;
- Strong organizational and prioritization skills;
- Effective verbal and written communication skills;
- Ability to make arithmetic computations using whole numbers, fractions and decimals, rates, ratios and percentages;
- Ability to use Microsoft Office Suite (Word, Outlook, Excel, etc.) and use standard office equipment (computer, telephone, copier, etc.).
Education/ Certification/ Years of Experience Requirements:
- High School Diploma or GED;
- Minimum of three (3) years of experience analyzing residential and commercial customer billing and/ or load usage; and two (2) years performing quality assurance testing and data analytics of system- based software;
- Bachelor’s degree in Business, Finance, Accounting or related field from an accredited college or university (preferred)
- Utility industry experience (preferred);
Working Conditions:
This job is absent of disagreeable working conditions. This job is performed in an office work environment.
Physical Requirements:
This job requires constant speaking and hearing. This job may require very frequent sitting, typing, reading and writing. This job may require occasional standing, walking, lifting up to forty (40) lbs., bending/ stooping and reaching over head. This job may rarely require driving of a company vehicle.
OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.
EOE M/F/Vets/Disabled
- High School Diploma or GED;
- Minimum of three (3) years of experience analyzing residential and commercial customer billing and/ or load usage; and two (2) years performing quality assurance testing and data analytics of system- based software;
- Working knowledge of Software Applications (i.e. Cognos, JD Edward EnterpriseOne, Quality management software/Application Lifecycle Management (ALM), Oracle Customer Care & Billing (CC&B), Adobe Acrobat);
