Associate Customer Service Consultant (Hybrid)

Assists with planning, coordinating, and overseeing Payments & Print related activities and assignments.  Provides analytical, system and operational oversight and coordination of functions within the Customer Operations & Digital Strategy (CODS) organization through the planning, development and implementation of analytical tasks and assignments.

This is a hybrid role. The first three months are fulltime in the office. 

Essential Functions: 

• Assist in planning, developing, and implementing test plans and system testing. Develop detailed business requirements for new or updated system applications, and update existing policies, procedures, and processes as needed.
• Assist with technical and administrative payment tasks, including decisioning payment vendor portals, creating journal entries to transfer payment funds between operating companies, manual posting of payments, and payment file reconciliations.
• Support IT and external vendor teams in identifying and troubleshooting issues related to Payment and Print functions, preventing or resolving customer-impacting operational issues.
• Serve as the liaison for the Payments & Print team, supporting the development of business requirements and specifications for new and existing system projects.
• Participate in special projects and work teams to implement key initiatives, strategies, and process improvements, identifying and recommending solutions to better serve our customers.
• Assist in coordination of key projects including schedule development and assignments as required.
• Assist in analyzing proposed or existing methods, policies, procedures, processes, and technologies related to CODS activities.
• Provide input and follow through on operational, system, and procedural improvements, including manual and automated processes related to Payments & Print operations.
• Perform assigned Storm Duty roles during major storm or outage events, and support other catastrophic or business continuity/disaster recovery situations.

Qualifications:

Technical Knowledge/Skill:

Individual should demonstrate and possess strong competencies and proficiencies in the following areas:

• Strong interpersonal skills, including verbal and written communications.
• Customer driven and focused with desire to improve upon the customer experience.
• Strong initiative and desire to successfully achieve department and personal goals.  
• Strong sense of personal ownership and accountability and fully understands and accepts their role and responsibilities.
• Actively participates and helps facilitate teamwork and collaborate to build and enhance team effectiveness.
• Critical and analytical thinking with initiative to take appropriate actions to help address and resolve customer or other issues that surface.
• Capable of making sound business decisions that support department and organizational goals and mission to better serve the customer.
• Ability to apply knowledge, skills and experience to help solve and recommend solutions to problems and respond promptly.
• Acts appropriately and constructively with other co-workers as well as internal and external business partners.
• Collaborates and works well with others within a team environment and works well independently to achieve desired outcomes that support company / department goals.
• Analytical skills to gather, analyze and interpret data and information as well as ability to formulate and present conclusions.
• Assist with the planning, coordinating and executing of diverse projects and assignments.
• Ability to quickly prioritize, multi-task and work effectively under the pressure of deadlines and time restraints to complete assignments.
• Fundamental understanding of various internal and external payment processes and payment channels including vendor partners.  
• Strong working knowledge and understanding of Customer/ Billing systems (C2, CIS, etc.) that support payment functions.  
• Proficient with Microsoft Office software applications / products; specifically, Word, PowerPoint and EXCEL; Working knowledge / understanding of data querying software tools are a plus.

Education:     

• An Associate’s Degree in Business Administration, Accounting or Finance or the equivalent education / business / utility experience in related discipline is required.   

Experience:    

• One (1) plus years of related experience is desired

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Leadership Behaviors/Competencies

Build Trusting Relationships, Create a Diverse, Equitable and Inclusive Workplace, Focus on the Customer, Fost