Billing Operations & Control Specialist

Citadel • Tamuning, GU

2d

About The Position

The Billing Operations & Control Specialist assists with administering, auditing, and analyzing the billing process in the Coastguard billing system. The role checks and trends the completeness of call detail records (CDRs), conducts switch comparisons to prevent revenue leakage, performs daily and pre-billing quality assurance, analyzes billing reports, manages and corrects CDR rejects, and supports billing assurance and fraud detection to help ensure accurate monthly billing.

The position works with billing records, network elements, rates, products, promotions, customer inquiries, reporting, and audit requests. It coordinates with other departments to resolve discrepancies and billing issues, supports billing-cycle readiness, and recommends process and quality-control improvements.

Work is primarily in a climate-controlled office setting, with occasional travel to sites on neighboring islands and some exposure to outdoor conditions when visiting facilities. Normal hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.; the employee may need to arrive earlier, stay later, or work weekends. The role involves extended periods of computer work and sitting, as well as regular communication with staff and customers.

Requirements

• High school graduate with college or technical-school computer coursework.
• Two years of experience as a computer operator or in related telecommunications work.
• Knowledge of basic office-administration and communications principles and practices.
• Knowledge of telecommunications standards and practices.
• Knowledge of computer systems, hardware, and software applications, including CostGuard Client and Care and its Workflows, Orders, and Tickets modules.
• Basic knowledge of the Calix Management System (CMS).
• Knowledge of teamwork, work-related goal setting, and resource-management principles and concepts.
• Ability to analyze, think logically, and interpret work situations, reports, and results.
• Skill in operating computer hardware and software.
• Skill in dealing with customers and resolving problems.
• Ability to communicate clearly, concisely, and accurately with staff at all levels and with customers, verbally and in writing.
• Ability to learn job-specific aspects of various computer hardware and software.
• Ability to use personal computer hardware and Microsoft Excel, Access, Outlook, and Word.
• Ability to translate customer needs into technical solutions.
• Ability to work in a self-directed, hardworking, creative, and forward-thinking manner.
• Ability to perform repetitive wrist, hand, and finger movements and sedentary work, including extended sitting and close visual work at a computer.
• Ability to exert up to 10 pounds of force occasionally and negligible force frequently or constantly; occasional light lifting, pushing, pulling, stair climbing, and kneeling may be required.
• None specified for licensure, certification, or professional association.

Responsibilities

• Uphold IT&E’s mission, policies and procedures, department and division objectives, and quality-assurance and safety standards.
• Monitor daily CDR volumes from different switches; check for shortages, fraud, and missing or erroneous switch-record conversions; alert a supervisor to apparent errors.
• Produce daily CDR audit reports, check for missing sequences, and verify that all CDR types are loaded and reviewed before the billing-cycle run.
• Manage and correct rejected, unbillable, or unguidable CDRs so they can be processed and billed on time; analyze errors and correct or purge erroneous records monthly.
• Run billing reports throughout the month, especially after initial pre-billing activity and draft billing, to identify duplicate, missing, or incorrect charges and input errors.
• Create needed reports when canned or ad hoc reports are not immediately available; perform root-cause analysis of discrepancies and recommend solutions when applicable.
• Conduct biweekly or monthly switch comparisons for DSL and Wireline (Calix and Metaswitch) against the billing system, resolve discrepancies in coordination with other departments, monitor provisioning and workflow status, and maintain statistics for management and audit reporting.
• Configure and set rates for new roaming partners and approved rate updates in the billing system, and audit rates regularly.
• Generate reports and correction details for Customer Service and Operations; facilitate completion of corrections before billing runs and audit product promotions, discounts, and charges.
• Perform manual or bulk additions, deletions, and changes to products, features, and SKUs to support accurate billing-cycle runs.
• Assist with billing-cycle completeness checks, including invoice comparisons against provided thresholds, invoice-format updates, and billing-status and workflow monitoring.
• Develop and maintain billing-system reports and provide weekly or monthly reports for reconciliation, analytics, and internal or external audits.
• Produce toll records and account or service details in response to subpoenas requesting call information.
• Help check for unusually high roaming, top-up, load, data, and long-distance usage, particularly for countries with high fraud rates.
• Respond to online trouble tickets and recommend corrective actions.
• Assist Customer Service, CCAS, Sales, and other departments by investigating CDRs and billing charges and troubleshooting customer questions and disputes.
• Prepare purchase requisitions through NAV for division hardware, software, maintenance, materials, and equipment.
• Send email notifications about promotions and updates for IT&E, IP&E, and Citadel Marketing.
• Recommend process improvements and quality-control measures to departments.

Benefits

• Competitive total rewards package with base salary determined by factors such as role, experience, skill set, and location.
• Eligible employees may receive discretionary bonuses based on company performance and individual achievements.
• Benefits and programs designed to meet employee needs and benchmarked to the market.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED