Billing Analyst II

Daily Responsibilities

• Maintain billing performance, accuracy metrics, and operational timelines to meet service standards and business objectives.
• Manage contract expiration processes by monitoring upcoming customer renewals and ensuring timely delivery of required notices.
• Investigate and resolve billing exceptions impacting billing accuracy, customer communications, or contract lifecycle management.
• Monitor and analyze billing exceptions, reconciliation, and operational reports to identify, investigate, and resolve issues promptly.
• Manage and prioritize operational case queues and JIRA tickets, ensuring compliance with SLAs.
• Research and resolve customer billing, enrollment, usage, and invoice-related exceptions with a focus on accuracy and customer focus.
• Collaborate with vendors and cross-functional teams to resolve operational issues and improve business processes.
• Perform root cause analysis and develop recommendations to enhance billing accuracy, operational performance, and the customer experience.
• Create, maintain, and analyze operational reports, dashboards, and KPIs to support business decisions and performance monitoring.
• Support system enhancements, process changes, and operational initiatives by performing testing, implementation, and validation.
• Develop and maintain process documentation, standard operating procedures, and workflow improvements.
• Participate in cross-functional projects, audits, regulatory requests, and continuous improvement initiatives.
• Provide operational support across multiple functions through cross-training and knowledge-sharing activities.

Preferred Qualifications

• Prior experience in deregulated gas and electric markets
• Experience building automated reporting solutions and self-service dashboards using Power BI and SQL Server
• Experience with data modeling, data validation, and business intelligence reporting
• Six Sigma Green Belt Certification
• 4-8 years of experience in retail energy, utility billing, customer operations, or revenue management