Service Billing Business Analyst I

Welcome to the intersection of energy and home services. At NRG, we're driven by our passion to create a smarter, cleaner and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

Service Billing Business Analyst I

POSITION OVERVIEW

The Billing Analyst - Service Billing conducts technical 1:1's monthly with assigned team members (6-9 specialists), answers team questions, completes daily projects, and reviews completed WOs to ensure proper and timely billing for customers. They have a direct impact on customer experience and actively works to resolve billing related issues, audits work orders, reviews billing details and interacts with various groups to ensure accurate billing and customer satisfaction.

They are responsible for identifying and engaging all resources, both internal and external to continually improve processes to produce prompt and accurate customer billing. They are considered a subject matter expert, responsible for leading project work and facilitating solutions for critical or global billing issues and works under limited supervision with a focus and direct impact on the customer experience and team camaraderie.

KEY RESPONSIBILITIES

• Review and correct completed work orders and associated details for billing errors
• Invoice customers for missed charges and fees
• Send coaching for all departments for training purposes
• Understand all Customer Care & Loyalty department billing rules
• Identify and report problems in the system to Supervisor/Manager
• Projects organization's value by keeping information confidential
• Updates job knowledge by participating in educational opportunities
• Accomplishes accounting and organization mission by completing related results as needed
• Work with other team members that are remote
• Stay compliant with SOX Compliance and team stat goals
• Meets required performance metrics
• Proactively identify enhancements and efficiencies to improve timeliness, accuracy, and completeness in customer billing
• Daily special projects
• Assists with other projects as assigned
• Leads projects and other assigned duties
• Maintain and exceed additional workload to assist with seasonality or cross functionally as the need arises
• Work hours completed mainly during normal business hours (Monday-Friday)
• Provide peer support by answering team member questions and assisting team members with projects
• Ability to give IT requirements on improvements
• UAT testing
• Work with multiple departments to implement changes in procedures and systems
• Monthly 1:1s with assigned team members (6-9 specialists)
• Lead and organize cross-functional meetings with internal and external departments
• Report issues to IT and other departments and create plan to resolve them
• Provide feedback for areas of improvement to other teams
• Assist with team training
• Assist with team auditing
• Lead and conduct meetings
• Create and maintain training and process documents
• Process auto-approvals for specific work orders

QUALIFICATIONS

• Education & Experience
  • HS Diploma or equivalent.
  • 2-3 years of billing experience in the field or in a related area.
• Preferred Experience
  • 2 years of Vivint experience.
• Skills & Competencies
  • Organization
  • Data Entry Skills
  • General Math Skills
  • Analyzing Information
  • Attention to Detail and Thoroughness
  • Verbal and Written Communication
  • Multitasking
  • UAT testing
  • Ability to give IT requirements on improvements
  • Ability to run meetings with our team or other departments
  • Intermediate problem-solving skills
  • Research/Auditing experience
  • Minimum typing speed of 35 wpm
  • Leadership and interpersonal skills
  • Financial Software (Zuora, Salesforce, and Jira)

WORKING CONDITIONS

• Open office environment or fully remote work options available.
• Some overtime required with seasonality and as special projects arise.
• Travel: Less than 5%
• Mandatory in-person meetings in office monthly.

PHYSICAL REQUIREMENTS

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.