Billing Operations Analyst

3 days ago

Markham, Canada ENERCARE Full time

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.
Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.
Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work
**Role**: Billing Operations Analyst
**Status**: 12 Month Contract
**Reports to**: Manager - Zuora Billing Operations
**Division**: Enercare Home and Commercial Services
**Location**: Markham
The Billing Operations Analyst will also play a key role in contributing towards Enercare's success by meeting business objectives, improving the performance of internal operations, ensuring customer satisfaction and continuous improvement of operating practices and procedures to reduce risk and increase operational effectiveness.
**Accountabilities**:

- Prepare, validate and execute Batch processing files, Payment and Rate Change processes
- File Transfer Management between internal and external vendors
- Resolve exceptions by identifying root cause, implementing solutions and fixing customer accounts
- Conduct account research and support for Billing & Collections, which includes research in various systems and requests from various functions across the organization
- Prepare, validate and execute any bill messaging, letters or inserts required in regular or ad hoc situations
- Demonstrates a commitment to process improvement while provides recommendations and driving change
- Foster and develop the capability to be a ‘Super User’ for internal systems while cultivating a position as a Subject Matter Expert within various Enercare systems
- Maintaining documentation of internal processes to ensure processes are up to date
- Work closely with Training and Quality Assurance teams to optimize Billing and Back-Office related processes
- Provide analysis and present recommendations to leadership on system or process improvements
- Supporting other departments to achieve production service levels and any on-going project objectives
- Any other duties or initiatives required to maintain or enhance service levels
- Work closely with project management team, IT, collections and customer operations teams on project related tasks including; business requirements, process mapping, system enhancement solutioning details as well as UAT and regression testing.

**Qualifications**:

- BBA or equivalent post-secondary education
- Excellent written and oral communications skills
- Superior working knowledge of Microsoft Applications such as Excel and Access. Experience with PowerBI or SQL is an asset
- Minimum three years of experience in an operational environment, process improvement, financial analysis or other roles that focus on root cause analysis, development and implementation of controls and procedures
- Self-starter with strong interpersonal and conflict resolution skills
- Ability to quickly form relationships and interact effectively in a complex environment
- Strong desire to understand operations and root causes of issues
- Strong organizational and time-management skills with ability to multi-task and work under tight timelines
- Ability to understand financial impacts and back-end banking environments
- Ability to prioritize deliverables and work with various people in all levels including customers to achieve personal and team objectives with the flexibility to adapt to changing priorities
- Extensive experience handling multiple billing systems and exceptions management
- Ability to create and formally present recommendations to all levels, including leadership teams
- Experience with requirements gathering and UAT testing is an asset

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities

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