Billing Quality Assurance Coordinator - Jobs in Guelph, ON

Job Description

The OpportunityJob Posting Number:2022-221Position:Billing Quality Assurance Coordinator“* Temporary up to May 26, 2023 ”*Location:Guelph (Southgate)Reports to:Supervisor, Customer ServiceBusiness Unit:Customer ServiceDivision:Customer ServiceHours per Week:35Rate of Pay:As per the Collective AgreementNumber of Openings:1Union:*IBEW*Open:June 29th, 2022Close:July 13th, 2022Position Purpose: This position is responsible for billing quality assurance duties; assisting with documentation and testing of billing processes and metered rate changes; providing basic analysis and pulling of data related to Smart Metering Entity (SME) and Meter Data Management and Repository (MDM/R); working with billing statistics, queries and quality measurements. Be committed to safety, teamwork, privacy, ethics and respect in the workplace.Work is required to be completed using company values, policies and procedures while representing the company in a professional manner. Provide back-up as needed in other positions. Be committed to safety, teamwork, privacy, ethics and respect in the workplace.Responsibilities:

• Provide analysis related to smart metering within the MDMR and Sungard environments, including review of Data Collection (DC) ,Validation, Estimation and Editing (VEE) and Billing (BR)reports and providing appropriate follow up as required (i.e. data filling). Work with external parties such as Silver Springs’ Utility IQ software (UIQ), Operational Data Store (ODS), and MDMR, eMeter Energy data collection systems as well as Guelph Hydro’s Customer Information system
• Assist with implementation of quality assurance procedures and coordinating the billing processes for higher efficiency and accuracy. Assist with the review of billing processes & maintenance of up- to- date process documentation and flowcharts. Assist with periodic testing of adherence to established processes by Customer Service Representatives (CSR).
• Assist with testing of electrical and water rates, ensuring the accuracy of billing charges. Proofing the Billing Matrix set-up file. Assist with testing of system (e.g. Central Square) upgrades.
• Perform quality assurance checks on bills, ensuring accuracy and adherence to quality standards.
• Assist with queries and documentation in support of billing, finance and regulatory reconciliations as requested.
• Monitor the flow of meter exchanges, ensuring data before and after the exchange is complete.
• Share in the provision of assigned temporary backup in specific tasks the employee is able to perform from other Customer Care Coordinators’1 positions. Learn specific tasks in other Coordinator’s positions, as assigned to provide such temporary backup
• Respond to customer calls and inquiries related to Smart Meters and TOU rates.
• Provide process training for Customer Service Representatives as required
• Perform other duties as required.

Skills & Qualifications:

• Secondary School Diploma plus experience to gain the following knowledge and experience:
• Detailed knowledge of Billing & meter reading policies and procedures.
• Detailed knowledge of Customer Information System (CIS) functions (e.g. Central Square CIS functions).
• Detailed knowledge of current industry issues, trends particularly as they related to smart metering and the MDM/R environment.
• Detailed knowledge of UIQ, ODS and MDMR systems including submission of missing register reads and intervals.
• Knowledge of OEB and other regulatory requirements and changes, as these relate to the position e.g. Affiliate Relationship Code, etc.
• Detailed knowledge of rate classes, bill calculations and charge components.
• Knowledge of Standard Application of electricity and water rates.
• Ability to deal with public and to handle complex customer concerns.
• Knowledge of smart meter setup and of programs such as Feed-In Tariff & Micro FIT Programs.
• Excellent written and verbal communication skills.
• Excellent interpersonal and customer relations skills.
• Knowledge of office procedures, ability to keep accurate records, organization and multi-tasking skills.
• Knowledge of computer equipment and ability to use Personal Computer Software including Windows Operating System, Microsoft Outlook, Excel in order to create and update complex spreadsheets such as bill verification spreadsheet, Word in order to write letters to customers in a professional manner

How to ApplyIf you would like to be considered for this position and meet the qualifications, please submit your resume by clicking on the button below.Should you have any questions regarding this opportunity, or need assistance in applying for the posting, please send your inquiry to careers@alectra.com .You can also submit a resume for us to keep on file and review as new opportunities arise that might be the right fit for your skills and experience.Alectra is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates. Alectra will consult with all applicants who request accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicants individual accessibility needs, to the point of undue hardship.In accordance with Alectra’s COVID-19 Vaccination Policy, as a condition of employment, successful job applicants must provide written proof of full vaccination against COVID-19 prior to their start date. This requirement is subject only to valid human rights-based requests for accommodation to the point of undue hardship.We thank all applicants for their interest in a career with Alectra. Only those selected for an interview will be contacted.Job Type: Full-timeQuick Apply

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