Revenue Services Specialist I or Revenue Services Specialist II

About the role

This entry-level position serves as the foundation of the Revenue Services job family, providing essential support for Duke Energy's revenue cycle operations. The role executes critical revenue cycle functions including accurate customer billing, efficient payment processing, and proactive accounts receivable management for Duke Energy's mass market and commercial utility customers. It ensures compliance with regulatory mandates and Sarbanes-Oxley (SOX) financial controls while maintaining the highest standards of accuracy and timeliness.

Operates under general supervision with increasing independence as competency develops. Work schedules may include evenings, weekends, or rotating shifts to ensure continuous customer service coverage and meet operational demands.

Responsibilities

• Executes accurate and timely billing, payment processing, and accounts receivable management for mass market residential and commercial customer accounts.
• Maintains and develops proficiency in Customer Information System(s), payment processing platforms, and revenue services processes.
• Resolves billing, payment, and usage exceptions for routine, non-complex account scenarios while maintaining accuracy rates of 98% or higher.
• Manages delinquent accounts through collection efforts, security deposit acquisition, and financial risk mitigation actions including accelerated delinquency processing and disconnect procedures.
• Escalates complex billing issues to senior staff when account scenarios exceed established complexity thresholds.
• Performs comprehensive account maintenance activities to ensure compliance with company policies and state/federal regulations.
• Administers state-mandated programs including life support, third-party notification, medical alert/essential programs, and Supplemental Security Income (SSI).
• Processes regulatory compliance items such as deposit guarantee contracts, fraud investigations, customer identification verification, and tax jurisdiction updates within established timeframes.
• Maintains FACTA compliance and record retention requirements using FileNet and other document management systems while supporting vendor and collection agency operations.
• Demonstrates proficiency in regulatory reporting systems and compliance tracking tools.
• Serves as a key liaison between internal departments and external stakeholders to resolve complex customer account issues for small and mid-size commercial and industrial (C&I) accounts, as well as complex residential customers.
• Manages escalated customer concerns by interacting with internal teams such as Customer Operations, Large Business Customer Group, Distribution, Rate Department, Legal, Treasury, Community Affairs, Municipalities, Metering Services, and Grid Modernization.
• Handles a wide range of customer requests, including billing adjustments, energy efficiency program enrollments mandated by legislation, billing and premise consolidations, and complex requests from collection and assistance agencies.
• Supports internal systems by managing follow-ups on inquiries and other work files generated by customer systems or other departments.
• Provides direct support to internal teams such as Contact Center Operations, Consumer Affairs, and Distribution by answering complex questions and serving as a subject matter expert.
• Trains and mentors peers across Revenue Services and other departments, staying current on procedural updates, company policies, and governing regulations.
• Handles third-party requests for customer billing information, manages both inbound and outbound customer calls, and prepares documentation for executive, legal, and commission-level complaints—including court-ordered documents.
• Collaborates with internal stakeholders to respond to inquiries and resolve escalated complaints for mass market accounts within established service level agreements.
• Processes customer requests, correspondence, and system-generated work items (BPEMs) in a timely manner.
• Ensures compliance with internal financial, operational, and Sarbanes-Oxley controls for the mass market customer segment.
• Monitors SOX compliance reports including aging reports across jurisdictions, taking appropriate follow-up actions within prescribed timeframes.
• Performs monitoring of Customer Contact Operations and Distribution performer transactions related to DNP suspensions and uncollected obligations (deposits, final bills, charge-offs, etc.).
• Reviews and takes action as necessary on internal control reports such as the refund check report, the undeliverable refund check report, and the stop payment report.
• Runs monthly reports and resolves issues to ensure all mass market accounts are billing correctly.
• Performs additional duties as assigned to support departmental objectives and operational needs.
• Identifies process improvement opportunities and provides constructive feedback to management regarding system enhancements, procedural efficiencies, and customer service improvements.
• Participates in training programs and maintains current certifications as required by the position.

Requirements

Revenue Services Specialist I

• Associates degree
• In lieu of Associates degree, high school/GED diploma AND 2 years minimum of related work experience

Revenue Services Specialist II

• Associates degree in Paralegal, Technology, or Business Administration
• In addition to required degree, 1 year minimum of related work experience
• In lieu of Associates degree, high school/GED diploma AND 3 years minimum of related work experience

Qualifications

Technical Skills & System Proficiency

• Microsoft Office Suite Proficiency: Working knowledge of Outlook, Excel, Word, and PowerPoint with ability to create reports, analyze data, and prepare professional correspondence.
• Customer Information Systems: Working knowledge of applicable Customer Information Systems and related utility billing platforms with ability to navigate complex account structures.
• Data Analysis Capabilities: Demonstrated ability to analyze and compare data sets to ensure accuracy, identify discrepancies, and validate billing information.
• Research & Investigation Skills: Ability to effectively research and investigate complex account issues using multiple system sources and exercise sound judgment in decision-making.
• Escalation Management: Ability to apply customer account and systems knowledge to resolve work items escalated by call center specialists and other departments.

Regulatory & Industry Knowledge

• Utility Regulations: Working knowledge of applicable utility commission rules, regulations, and compliance requirements across multiple jurisdictions.
• Confidentiality Management: Understanding of the confidential nature of customer information and financial data with demonstrated ability to maintain appropriate security protocols.
• Safety Awareness: Knowledge of company safety requirements and regulations with demonstrated ability to work safely in office and field environments.

Communication & Interpersonal Skills

• Customer Service Excellence: Proven ability to provide quality service to both internal and external customers with focus on first-call resolution and customer satisfaction.
• Written Communication: Strong written communication skills including ability to document account actions, prepare correspondence, and create clear, professional reports.
• Verbal Communication: Excellent oral communication skills for handling customer calls, participating in team meetings, and collaborating with stakeholders.
• Feedback Management: Ability to give and receive positive and constructive feedback in a professional manner that promotes continuous improvement.

Problem-Solving & Analytical Abilities

• Critical Thinking: Demonstrated problem-solving skills with ability to analyze complex billing scenarios and determine appropriate resolution strategies.
• Decision-Making: Ability to exercise good judgment when making decisions within established guidelines and escalate appropriately when situations exceed authority levels.
• Process Improvement: Capability to identify inefficiencies and suggest process enhancements to improve accuracy and customer experience.

Work Style & Personal Attributes

• Time Management: Excellent time management and personal organizational skills with ability to prioritize multiple tasks and meet deadlines consistently.
• Adaptability: Flexibility to accept and adjust to changing priorities, short timelines, and evolving procedures while maintaining quality standards.
• Independence: Ability to operate with minimal supervision while knowing when to seek guidance.