Supervisor CX Revenue Operations

Supervisor CX Revenue Operations

Location : Albuquerque, NM, United States

Job ID : 6089368

Salary Grade : G06

$78,537 - $106,024 - $133,511

Given the financial nature of this position, this position may be required to obtain a credit check depending on location. If the position is covered, prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check.

Summary

Under general supervision in Revenue Operations, creates quality, value and confidence in the eyes of our customers by providing engaging supervision in Revenue Processing, Revenue Assurance and Revenue Support activities. Establishes measurable metrics for the remittance, credit and collections and billing functions that align with the Customer Experience strategy and goals. Ensures robust adherence and compliance with regulatory and SOX requirements and supports the integrity of the automated customer experience billing system through accurate and timely revenue processing.

Essential Duties And Responsibilities

Supervises the Revenue Operations groups, establishing clear direction and expectations for both individual and group outcomes. Implements and ensures appropriate customer service standards are maintained within each revenue group through well informed and adequately trained personnel. Directs and schedules Revenue Processing to achieve department goals and objectives including but not limited to payment processing and returns, payment discrepancy research, balancing, customer related payment inquiries and research and electronic work queues (EWQs). Directs and schedules Revenue Assurance to achieve department goals and objectives for all credit related customer programs including but not limited to revenue recover efforts, accounts receivable transfers, bankruptcies, identify theft claims, medical certifications, customer refunds, letters of credit, surety bonds, bad debt transfers, landlord collections, skip tracing and electronic work queues (EWQs). Directs and schedules Revenue Support to achieve department goals and objectives for all billing related functions including but not limited to statewide exceptions processing, out of cycle exceptions, service order exceptions, metering reporting, summary billing, rate changes, complex / special handled billing activities and electronic work queues (EWQs). Manages use of available resources to ensure budgetary targets are met while providing a quality customer experience. Act as a PNM Banner CIS Superuser and maintains advance Banner access as it relates to daily operations for all customer service functions. Coordinates and works directly with PNM BTS and Cognizant personnel on work initiation progress related to the PNM Banner CIS system. Works efficiently and effectively with both internal and external stakeholders to ensure customer assistance objectives are met and activities are completed for programs including but not limited to Low Income Home Energy Assistance Program (LIHEAP) and Budget Billing. Responsible for compliance with NM PRC regulatory requirements for all customer billing, payment and credit rules. Responsible for compliance to all SOX requirements related to the Revenue Operations functions and mitigating any discrepancies and / or deficiencies identified in a timely and effective manner. Ensures all customer and bank guidelines are followed in regard to operations, accounting, internal audit, security, confidentiality and general practices, i.e. NACHA, ACH, PCI, PII. Works with internal and external auditors to resolve inquiries related to daily balancing, account billing controls and SOX compliance. Maintains and ensures effective communication with internal and external customers to meet corporate, departmental and regulatory requirements. Identifies, supports and implements process improvements addressing financial and operational risks and ensures timely maintenance of accurate policies, rate rules and procedure documents. Interprets and supports company policies and procedures and ensures compliance to each. Participates on task forces and special committees related to the research, development, interpretation, or revision of company policies, rate tariffs, programs, or guidelines. Encourages, supports and participates in community organizations and activities to represent and support company programs and outreach. Supervises, coaches and trains department personnel in the performance of their daily responsibilities and the development of their professional skills.

Competencies

Thorough knowledge of Revenue Operations functions, including remittance processing, credit & collection related customer transactions, billing and exceptions processing, audit and regulatory requirements and customer interactions. In-depth knowledge and understanding of all customer services, rate classes, revenue support processing procedures, rate tariffs, rules and applicable federal and state regulations pertaining to credit, collections and billing exceptions processing. In-depth knowledge of complex customer service transactions and the ability to manage and assist team members on difficult or emotional customer situations while maintaining a professional and courteous demeanor. Knowledge of NM PRC utility rules, rate tariffs and regulatory requirements related to customer service functions. Knowledge of Revenue Operations SOX compliance requirements. Knowledge of relevant bank requirements related to security, confidentiality and general practices, i.e. NACHA, ACH, PCI, PII. Ability to apply analytical skills, use and apply judgement and make decisions on problems and issues. Ability to respond promptly to customer needs and proactively solicit dialog with customer and team members to improve or exceed customer expectations. Ability to respond to customer requests for service and / or assistance with a sense of urgency and handle recurring and / or special customer problems that require judgment and creativity. Ability to identify and recommend new and innovative ideas to brainstorming sessions or problem-solving activities. Ability to influence and build consensus within a team environment where the customer experience and employee development is the focus. Ability to supervise activities of multiple disciplinary, cross-functional teams and workgroups. Ability to demonstrate competency in multiple disciplines critical to the performance of job duties. Working knowledge of all business office practices, company policies, rules, and regulations and their relationship to governmental and regulatory authorities. Ability to assist management in budgeting and controlling costs. Demonstrated interpersonal skills with strong ability to influence and build consensus.

Qualifications

Minimum Education And / Or Experience : Bachelors degree from a four-year college or university preferably in business administration, accounting, management, or finance, with three to six years of related experience, or equivalent combination of education and / or experience related to the discipline. Customer Service or Call Center experience is preferred Process improvement experience is preferred.

Supervisory Responsibilities : Conducts initial interviews, appraises performance, rewards and disciplines employees, addresses complaints, and resolves problems. Coaches, mentors, directs, and reviews the professional development of staff. Designs, organizes, prioritizes, schedules, and leads work assignments. Establishes measurable metrics that align with and ensure achievement of company and departmental goals.

Communication Skills

Ability to effectively articulate the department vision and goals and help employees understand their role in the achievement of those goals. Ability to deal professionally with a broad variety of co-workers, customers, client representatives, and vendors. Phone Pro skills preferred. Ability to effectively communicate and present information and respond to questions from various groups. Ability to write complex correspondence and maintain and ensure effective communication, oral and written, with internal and external customers. Ability to read, write and comprehend complex instructions, short correspondence and memos. Ability to write reports, business correspondence, and procedure manuals Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to accurately perform prorations on meter readings and consumption calculations. Ability to compute rate, ratio, and percent.

Computer Skills

In depth and advanced knowledge of the PNM Banner CIS system. Advance proficiency in all customer experience technical systems : CIS Banner, InContact, SharePoint and Business Intelligence (BI) Database Tool. Proficient use of Microsoft Office Suite, Adobe Acrobat, presentation software, database applications and data analytic tools. Working knowledge of PeopleSoft Employee Maintenance functions and Payables functions in PeopleSoft Financials.

Analysis and Problem-Solving Ability

Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy. Ability to identify and solve practical problems involving complex issues in a wide range of situations and deal with problems involving several concrete variables where only limited standardization may exist. Ability to define problems, collect data, establish facts, and develop viable and measurable solutions. Ability to obtain and accurately analyze information. Ability to develop solutions for difficult customer issues that satisfy customers while meeting company objectives and maintaining compliance with NMPRC rules. Ability to successfully counsel and mentor employees in a variety of situations regarding performance and conduct issues. Ability to apply in-depth customer service understanding to carry out detailed and involved written or oral instructions. Ability to apply common sense understanding to interpret and carry out instructions furnished in written, oral, or diagram form. Ability to identify the impact of company's high-level goals and objectives on department operations.

Decision Making

Engages in a data-driven approach to decision making that benefits the customer experience and ensures accurate financial reporting. Makes decisions that may have significant financial, operational, regulatory and compliance impact on the department. Ability to effectively assess customer account, consumption, rate application and billing exception information to resolve and mitigate issues in accordance procedures and applicable billing, regulatory and SOX compliance requirements. Decisions made have a direct impact on the customer experience, billing accuracy and the workload of supporting departments like meter reading, the contact center, meter shop, account management and interconnection.