Payments Subject Matter Expert (SME)

Location: Remote (Should be willing to come to Syracuse, NY once a month.)

About the Role

We are seeking a Payments Subject Matter Expert (SME) with strong utility industry experience to support the implementation and optimization of payment operations within a large-scale Customer Information System (CIS) transformation program. This role will be responsible for designing, testing, optimizing, and implementing payment-related business processes while ensuring efficient, accurate, and compliant meter-to-cash operations.

Responsibilities

• Design, optimize, test, and implement payment-related business processes within a utility CIS transformation program.
• Configure and support payment processing from multiple sources, including physical lockbox, electronic lockbox, and card payment services.
• Define and implement payment posting rules, payment reversals, and financial transaction workflows.
• Support multiple customer payment channels, including in-person, agent-assisted, IVR, web portal, and mobile applications.
• Optimize billing and payment exception handling, financial reconciliation, and automated invoicing processes.
• Ensure financial transaction accuracy, booking, balancing, and revenue assurance throughout the meter-to-cash lifecycle.
• Design standardized business processes while aligning with out-of-the-box CIS platform capabilities.
• Identify process gaps, risks, and mitigation strategies to improve operational efficiency.
• Collaborate with business stakeholders, project teams, business analysts, and technology teams throughout implementation.
• Provide functional guidance, production support, and ensure project deliverables are completed on schedule.

Requirements

• 5+ years of experience in utility billing, payment operations, customer credit & collections, or meter-to-cash processes.
• Strong experience with utility Customer Information Systems (CIS) implementations or large-scale transformation projects.
• Experience with payment processing, payment posting, payment reversals, financial transaction booking, balancing, and reconciliation.
• Strong understanding of utility billing methodologies, payment operations, and financial transaction management.
• Hands-on experience configuring payment and billing functionality within a CIS platform.
• Experience managing billing/payment exceptions, automated invoicing workflows, and financial controls.
• Knowledge of meter-to-cash (M2C) processes, revenue assurance, and regulatory compliance.
• Ability to collaborate with business stakeholders, functional teams, and project leadership in an Agile environment.
• Excellent communication, analytical, and problem-solving skills.

Preferred Qualifications

• Utility industry experience.
• Experience with Kraken or other modern Customer Information System (CIS) platforms.
• Experience with Agile methodologies and Lean principles.
• Experience implementing automated billing and payment solutions.
• Background in regulatory compliance and utility financial reporting.
• Experience supporting enterprise-wide CIS or digital transformation initiatives.

About the Company

With over 26 years of industry experience, SSi People has built its reputation and expertise on putting people first. Everything we do works toward delivering an exceptional experience for our consultants, clients, and internal team. We have developed refined processes and a stellar internal team to deliver talent quickly while focusing on building long-term relationships, not transactions.