Billing Exception Spec

Consumers Energy•East Lansing, MI

2d•Hybrid

About The Position

Consumers Energy is Michigan’s largest energy provider, serving 6.8 million residents across 68 Lower Peninsula counties. The Billing Exception Specialist will investigate and resolve account discrepancies and exceptions to ensure accurate and timely processing of customer accounts, focusing on residential and small commercial rates. This role requires close attention to regulatory compliance and involves analyzing billing, meter, and rate data to identify and resolve issues. The position is not eligible for immigration sponsorship.

Requirements

High School Diploma with two (2) or more years of experience interpreting complex billing data and identifying discrepancies.
Experience executing utility billing processes, using metering principles, and following regulatory requirements.
Experience with billing systems and software, preferably in the energy/utility industry.
Experience working independently and collaboratively in a fast-paced environment with a focus on accuracy and attention to detail.
Ability to prioritize and manage multiple tasks.
Adaptability to changing priorities and deadlines.
Strong analytical and problem-solving skills.
Attention to detail and accuracy.
Customer service orientation.
Knowledge of billing systems and software.
Proficiency in data analysis and interpretation.
Strong communication and interpersonal skills.
Understanding of utility billing principles and procedures.

Nice To Haves

Ability to use scripting and automation in work processes is preferred.

Responsibilities

Analyze billing, meter, and rate data to determine the root cause of account issues, which may include meter problems, register errors, or other factors affecting account accuracy.
Complete work orders in partnership with the field and scheduling teams, including meter investigations to identify mixed, lost, and fast meters.
Communicate with customers regarding billing discrepancies, providing explanations and resolutions in a clear and professional manner.
Ensure compliance with regulatory requirements and industry standards related to billing accuracy and customer billing rights.
Identify opportunities for process improvements and system enhancements to streamline billing operations and reduce the occurrence of exceptions.
Proactively identify potential billing exceptions before they impact customers and take preventive measures to address them.
Take appropriate actions to correct account exceptions and ensure accurate billing for affected customer accounts, which may involve correcting rate issues, resolving register problems, or fixing system errors.
Responsible for billing multiple renewable programs, including Net Metering and Distributed Generation.
Other duties as assigned or as necessary.