Billing Analyst II

NextEra Energy•Houston, TX

1d•Onsite

About The Position

The Business Analyst is responsible for supporting customer billing operations across multiple markets. This role requires the ability to quickly learn systems and processes, work independently, manage multiple priorities, and maintain a high level of accuracy and attention to detail. The position is accountable for the timely resolution of daily operational tasks, issue investigation, and escalated customer and billing-related exceptions while ensuring operational efficiency and service quality. Employees in this role conduct complex operational analyses and lead medium to large project teams that support informed decision making within the business unit.

Requirements

High School Grad / GED
Bachelor's or Equivalent Experience
2+ years Experience

Nice To Haves

Prior experience in deregulated gas and electric markets
Experience building automated reporting solutions and self-service dashboards using Power BI and SQL Server.
Experience with data modeling, data validation, and business intelligence reporting.
Six Sigma Green Belt Certification.
4-8 years of experience in retail energy, utility billing, customer operations, or revenue management.
Bachelor's Degree

Responsibilities

Monitor billing performance, accuracy metrics, and operational timelines to ensure service standards and business objectives are met.
Manage contract expiration processes by monitoring upcoming customer renewals and ensuring timely delivery of required notices before accounts transition to variable pricing plans.
Investigate and resolve billing exceptions that may impact billing accuracy, customer communications, or contract lifecycle management.
Monitor and analyze billing exceptions, reconciliation, and operational reports to identify, investigate, and resolve issues in a timely manner.
Manage and prioritize operational case queues and JIRA tickets, ensuring compliance with established service level agreements (SLAs).
Research and resolve customer billing, enrollment, usage, and invoice-related exceptions while maintaining a high level of accuracy and customer focus.
Collaborate with vendors and cross-functional teams, including Customer Care, Billing Operations, Information Technology, and Regulatory, to resolve operational issues and improve business processes.
Perform root cause analysis and develop recommendations to improve billing accuracy, operational performance, and the overall customer experience.
Develop, maintain, and analyze operational reports, dashboards, and key performance indicators (KPIs) to support business decision-making and performance monitoring.
Support the testing, implementation, and validation of system enhancements, process changes, and operational initiatives.
Assist in the development and maintenance of process documentation, standard operating procedures, and workflow improvements.
Participate in cross-functional projects, audit activities, regulatory and utility requests, and continuous improvement initiatives.
Provide operational support across multiple functions within the organization through cross-training and knowledge-sharing activities.
Ensure that the monitoring and exception reports are run daily so that issues can be investigated and resolved quickly. This includes the missing consumption report, rejected usage, rejected bills, missing responses, unbilled adjustment reports and reconciliation reports.
Conducts analyses and prepares reports that provide operation and/or technical support to business operations.
Conducts quantitative and qualitative research to support medium to large special projects.
Assists with process design and modification for continuous business improvement.
Performs other job-related duties as assigned.