Associate Advisor, Revenue Protection

LUMA Energy•San Juan, PR

12d

About The Position

Manages inbound and outbound customer interactions—via phone, email, chat, and mail—focused on collections and payment processing, while maintaining flexibility to work evenings and weekends as needed. Handles inbound and outbound customer calls to process payments and collect overdue balances, ensuring timely transactions and improved customer experience. Responds to customer inquiries across written channels—including email, mail, chat, and social media—to resolve issues promptly and maintain positive engagement. Utilizes CC&B and related applications to assist customers efficiently and ensure accurate account management. Supports the Customer Experience contact center during peak volumes to maintain service continuity and customer satisfaction. Negotiates payment arrangements and account resolutions to reduce delinquent balances and secure revenue. Communicates escalations clearly to customers during complex calls to manage expectations and ensure transparency. Identifies and contributes to creative solutions that reduce complaints and strengthen revenue protection. Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations. Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services. Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

Requirements

High School Diploma or equivalent.
1 year experience Experience in customer service
Basic experience with alphanumeric data entry.
Availability to work rotating shifts and outside shift hours.
Attention to Detail: Ensures accuracy in data entry, documentation, and task execution.
Process Adherence: Follows established procedures and workflows consistently.
Collaboration: Works effectively with team members and other departments.
Time Management: Prioritizes tasks to meet deadlines and support team goals.
Technology Proficiency: Uses office systems (e.g., ERP, HRIS, Excel) to complete tasks efficiently.

Responsibilities

Manages inbound and outbound customer interactions via phone, email, chat, and mail.
Handles inbound and outbound customer calls to process payments and collect overdue balances.
Responds to customer inquiries across written channels—including email, mail, chat, and social media.
Utilizes CC&B and related applications to assist customers efficiently.
Supports the Customer Experience contact center during peak volumes.
Negotiates payment arrangements and account resolutions.
Communicates escalations clearly to customers during complex calls.
Identifies and contributes to creative solutions that reduce complaints.
Follows established company policies, procedures, and standards.
Participates in storm restoration tasks and assigned drills.
Performs additional tasks aligned with role expectations and qualifications.