Business Analyst, Customer Care and Billing

Analyst, Customer Care and Billing

Position Summary:

- Always there. Anywhere._ That’s us We are committed to delivering inspired solutions for a better world. We care about our communities, we care about each other, and we care about showing up for those who need us. We never break a promise, and we have the courage to do the right thing, even when it’s hard. We take pride in holding ourselves to the highest standard of integrity and excellence in all that we do.

Under the direction and leadership of the Supervisor, Customer Care & Billing, this position is responsible for supporting the delivery of regulatory and customer excellence. This includes assisting in supporting overall operational success and process execution by identifying and tracking process opportunities and failures, generating reports, preparing gap/trend analysis, preparing training materials, supporting rate design and rate change processes, and triggering process improvement and quality assurance activities.

We’re looking for someone who cares about their work and strives for more each day. Someone who challenges the status quo, embraces change, and thrives in a collaborative work environment. If you are someone who approaches work with passion, curiosity, and the courage to innovate, then this role is for you.

What You Get to Do:

- Optimize and streamline operations within the department to support operational and regulatory excellence.
- Develop and provide reports and trend analysis to operations, regulatory and senior leaders.
- Develop and provide analysis on forecasting and workload assessments, including the department metrics and key performance indicators.
- Utilize project management skills to implement new technology, system changes, and process improvements.
- Regularly assesses existing processes to ensure their effectiveness and accuracy. Ensure that existing processes are efficient, effective, and correctly documented. Identify issues within the operations and solve them strategically.
- Identify training gaps and work with stakeholders to prepare training materials and appropriate repository.
- Support rate design and rate change undertakings.
- Respond to internal and external customer care issues and inquiries efficiently and accurately.
- Assist Back Office & Billing functions as required.

Qualifications:

- A Bachelor’s degree in Business Management, Information Technology, diploma or equivalent combination of education and experience appropriate for this position.
- Business Analyst Certification an asset.
- 3+ years of experience, preferably in a utility environment.
- Consultative approach to internal-management relationships.
- Ability to compile, analyze, and report information accurately in a timely and meaningful manner.
- Excellent communications skills, written and verbal, assisting in the writing of reporting documents for internal management and external customer care inquiries, and facilitating operational meetings.
- Excellent organizational and multi-tasking skills.
- The ability to work under tight deadlines, responding to inquiries and requests in a timely manner.
- The ability to recognize gaps and opportunities within the organization, functional interdependencies, and cross-silo redundancies.
- Excellent interpersonal, relationship-building, analytical and problem-solving skills.
- Ability to interpret regulations, policies, and procedures.
- Proficiency in the Microsoft Office 365 Suite.

What We Offer:

- A culture based on caring, integrity, agility, collaboration, and striving for excellence.
- Competitive compensation
- Flex benefits
- Tuition assistance program
- Training and mentorship programs
- Charitable donation matching