Analyst, Customer Care and Billing

ATCO•Edmonton, AB

5h•Onsite

About The Position

The Customer Care & Billing Analyst is responsible for supporting the delivery of regulatory compliance and exceptional customer experience. This role contributes to overall operational success by executing key processes, identifying opportunities for improvement, and ensuring service quality and accuracy within Billing Operations and many field attributes. The role involves preparing training materials, assisting with rate design and rate change processes, and supporting quality assurance activities to ensure alignment with regulatory requirements and customer care standards. Key responsibilities include monitoring and analyzing processes to identify gaps, trends, and potential risks; generating and maintaining reports; and supporting continuous improvement initiatives. This role plays a critical part in driving process efficiency, maintaining data integrity, and enhancing both customer outcomes and internal operations through proactive analysis and collaboration.

Requirements

A bachelor’s degree in business management, Information Technology or a Business Administration diploma. An equivalent combination of education and experience appropriate for this position may be considered.
Minimum 3 years of related experience, preferably in a utility environment as business analyst, data analyst, or similar.
Consultative approach to internal-management relationships.
Ability to compile, analyze, and report information accurately in a timely and meaningful manner.
Excellent communications skills, written and verbal, assisting in the writing of reporting documents for internal management and external customer care inquiries, and facilitating operational meetings.
Excellent organizational and multi-tasking skills.
The ability to work under tight deadlines, responding to inquiries and requests in a timely manner.
The ability to recognize gaps and opportunities within the organization, functional interdependencies, and cross-silo redundancies.
Excellent interpersonal, relationship-building, analytical and problem-solving skills.
Ability to interpret regulations, policies, and procedures.
Proficiency in the Microsoft Office 365 Suite.

Nice To Haves

Certification as a Business Analysis Professional (CBAP) or certification through the Project Management Institute as a Professional Business Analyst (PMI-PBA) would be an asset.

Responsibilities

Manage rate design and rate change initiatives, ensuring accuracy, alignment with regulatory requirements, and effective implementation within operational processes.
Optimize and streamline operations within the department by identifying inefficiencies, reducing process gaps, and implementing improvements that enhance overall performance, accuracy, and regulatory compliance.
Develop, analyze, and deliver reports and insights to operations, regulatory, and senior leadership, ensuring information is timely, accurate, and supports informed business decision-making.
Lead forecasting and workload analysis activities, including ownership of department metrics and Key Performance Indicators (KPIs), to proactively identify trends, risks, and capacity needs.
Apply strong project management practices to support the successful implementation of new technologies, system enhancements, and process improvements, ensuring initiatives are delivered on time and aligned with business objectives.
Continuously evaluate and improve existing processes, ensuring they are efficient, effective, and accurately documented. Identify root causes of operational issues and implement strategic, sustainable solutions.
Drive process documentation excellence by ensuring all procedures are current, clearly defined, and consistently followed, supporting audit readiness and operational consistency.
Identify training gaps and partner with stakeholders to design, develop, and maintain training materials and knowledge repositories that support onboarding, ongoing learning, and team effectiveness.
Respond to internal and external customer inquiries and issues with a focus on accuracy, timeliness, and customer experience, while identifying opportunities to improve processes based on recurring themes.
Provide support to Back Office & Billing functions as required, contributing to team success, operational continuity, and cross-functional alignment.