Billing Operations Specialist

3 weeks ago

Kelowna, British Columbia, Canada fortisBC Full time

Job Summary


We are seeking a skilled Billing Analyst to join our team at FortisBC. As a Billing Analyst, you will be responsible for identifying, resolving, and processing payment issues through our online system. You will also initiate payment transfers, contact financial institutions and collection agencies to obtain or provide payment information, and conduct payment traces.


Key Responsibilities



  • Process account adjustments, including payment and balance transfers, refund cheques to customers with final credit balances or large active credit balances.
  • Liaise with Accounts Payable and the Contact Centre staff to resolve payment and refund discrepancies, including returned payments, unprocessed cheques, stop payments, and incorrect payees.
  • Investigate meter/billing discrepancies/errors, determine if fieldwork is required, and initiate applicable course of action; provide follow-up with customers; ensure accuracy of meter information for completed work orders, including all required data entered prior to meter exchanges, switch meters, and pressure changes.
  • Initiate the withdrawal of pre-authorized payments and returns via an electronic interface; process billing adjustments to correct billing errors; reverse invoices to the last correct billing date, calculate adjustment amounts and/or interest, process special account adjustments.
  • Download payment processor data and balances payments received from payment processing agents to ensure that payments processed have been included in daily processing.
  • Process requests for tax exemptions for GST, PST, ICE Levy, Carbon Tax, and Franchise Fees, ensuring correct documentation is received, calculates adjustments, and updates master data to reflect exemption reasons.
  • Analyze and process billing dispute requests from the contact centre on a timely basis; provide support in the effective resolution of complaints from customers and escalations from internal staff; investigate source documents and explain related information.
  • Utilize designated systems to prepare and process billing information; enter and maintain customer direct debit banking details, review EPP out of tolerance exceptions, and adjust installment amounts; process program application requests, enter and maintain information received via forms or written requests.
  • Process online customer payments, payment reversals, refund requests, account adjustments, including payment and balance transfers, program rebates, and transaction reversals; complete work-related documentation and processes, including data entry and workflow initiation and tracking, work logs, timesheets, reports, charts, etc.
  • Perform other related duties as required.

Requirements



  • Grade 12, supplemented by courses in customer relations, business communications, and office practices, completion of 1 business course plus 1 year recent, related experience, or an equivalent combination of education, training, and experience.
  • Fast and accurate keyboarding/data entry skills.
  • Knowledge of billing and/or metering in order to perform calculations for various rate schedules, taxes, and fees.
  • Demonstrated analytical skills and judgment to determine the most appropriate action to resolve billing problems.
  • Demonstrated ability to utilize a customer-focused approach to handling difficult customer interactions, resolving problems, and building customer relationships.
  • Demonstrated ability to communicate clearly and effectively both verbally and in writing.
  • Demonstrated ability to utilize software applications in use in the department.
  • Demonstrated ability to prioritize and complete work within demanding work schedules.
  • Demonstrated interpersonal and communication skills, including the ability to respond to difficult and demanding customers (internal or external) with tact while enforcing company policy or procedure.

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive, and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.


To learn more about the recruitment process with FortisBC, please visit the page for additional information.


FortisBC acknowledges and respects Indigenous Peoples in Canada, on whose Traditional Territories we all live and work. FortisBC is committed to Reconciliation with Indigenous Peoples and is guided by our values.

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