Billing And Revenue Support Team Leader

AES•Indianapolis, IN

6d•Onsite

About The Position

AES is seeking a FICA Team Leader, within the Billing and Revenue Support department. In this role, the incumbent will provide day-to-day operational leadership, coaching, and subject-matter expertise for payment processing, credit management, and fraud prevention within Billing and Revenue Support for an electric utility company in a union setting. This role coordinates workload and staffing, monitors productivity, quality, and leads to resolution of complex or escalated customer and account payment and fraud issues. The Team Leader partners with internal teams and third-party vendors to ensure accurate and timely payment posting, strengthen credit and fraud controls, meet audit and risk-management requirements, and advance continuous improvement while protecting company revenue and supporting customer operations.

Requirements

Associate degree or equivalent combination of education and relevant experience.
At least two years of leadership or supervisory experience are required.
Working knowledge of billing, payment processing, collections, credit management, and applicable laws, rules, and regulations.
Proficiency with Microsoft 365 applications; experience with SAP ISU or comparable customer information and payment-processing systems is preferred.
Demonstrated ability to analyze complex issues, make sound business decisions, and manage competing priorities.
Strong written and verbal communication, interpersonal, coaching, and training skills.
Ability to collaborate effectively across teams and work independently with limited supervision.
Excellent organizational skills and the ability to adapt quickly to changing business needs.

Nice To Haves

Experience in an inbound contact center and with related technologies is preferred.
Experience in a regulated utility or another regulated work environment is preferred.
Supervisory experience in a union environment is preferred.

Responsibilities

Lead the FICA team’s daily operations, including workload allocation, staffing support, scheduling, and performance monitoring.
Coach, train, and guide team members on FICA policies, procedures, systems, and service expectations.
Monitor productivity, quality, and service-level results; address performance gaps and recognize opportunities to strengthen team effectiveness.
Resolve complex and escalated customer or account issues in partnership with internal departments and external service providers.
Ensure FICA activities comply with company policies, regulatory requirements, internal controls, audit standards, and risk-management practices.
Conduct quality reviews, identify root causes, and lead the implementation of process and procedure improvements.
Prepare and maintain operational reports, performance metrics, dashboards, and management updates.
Monitor payment-posting projects and open items with third-party vendors, including KUBRA, Firstech, and RPS.
Perform daily cash, payment, and batch-file inspections to confirm accuracy, completeness, and compliance.
Monitor weather conditions and update SAP as required to support account disconnection activities.
Prepare and submit quarterly tax-exempt reports to applicable state agencies.
Conduct weekly reviews of SAP IS-U batch and payment lots to verify that payments are posted accurately to customer accounts.
Verify that transmittals are processed and posted accurately and on schedule.
Oversee credit-management activities, including customer credit risk, deposits, payment arrangements, account restrictions, write-off considerations, and policy exceptions.
Monitor payment and account activity for potential fraud, suspicious transactions, identity concerns, or misuse; ensure appropriate documentation, account safeguards, and timely escalation.
Analyze credit and fraud trends, support investigations and recovery efforts, maintain effective controls, and recommend improvements that reduce financial loss and protect customer information.
Promote a culture of accountability, collaboration, continuous improvement, and customer-focused service.