Billing Team Lead

Waste Management, Inc. (WM) • Windsor, CT

3h • Hybrid

About The Position

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. WM is strongly committed to a foundation of operating excellence, professionalism and financial strength, serving nearly 25 million customers in residential, commercial, industrial and municipal markets. The Billing Team Lead role, with limited supervision, oversees a team of 8-12 Billing or Sr. Billing Reps, performing a variety of routine billing functions and related activities to ensure the proper preparation of complete, accurate and timely bills, maximize client satisfaction, and drive cash flow. WM is North America's leading provider of comprehensive environmental solutions, including collection, recycling, and disposal services, with innovative infrastructure in recycling, organics, and renewable energy. The company operates the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials, and a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas-to-electricity plants. WM's fleet includes over 12,000 natural gas trucks. Healthcare Solutions provides collection and disposal services of regulated medical waste and secure information destruction services.

Requirements

• Associate's Degree (accredited) or Bachelors Degree in Related Field; or in lieu of degree, High School Diploma or GED (accredited) and two (2) years of relevant work experience.
• 2 years of relevant work experience in Billing, Accounting or Analytics.
• Clear and effective written and verbal communication and strong interpersonal skills.
• Strong organizational and time management skills; must be able to handle multiple tasks simultaneously.
• Ability to prioritize based on department and company standards.
• Ability to work independently as well as collaboratively.
• Detail orientated and excellent problem solving skills.
• Proficient in Microsoft Excel; intermediate level (pivot tables and v-lookups are standard practice).
• Excellent customer service skills are required.
• Basic accounting knowledge and billing concepts, an aptitude for math and ability to work accurately with numbers are essential.
• Internal candidate must be performing in an above average capacity in their current position, be an employee in good standing and have at least 12 months service in their current position.
• Ability to identify and resolve problems in a timely manner and be able to successfully articulate root cause.
• Can gather and analyze information skillfully.
• Able to develop alternative solutions to problems, work well in group problem solving situations, and use reason even when dealing with emotional topics.
• Can easily adapt to changes in the work environment with the ability to change approach or method to best fit the situation. Must be able to deal with frequent change, delays, or unexpected events and hold composure under pressure.
• Proven experience with analyzing large data sets for trends and identifying billing discrepancies.

Nice To Haves

• Knowledge of Waste Management services, policies and system interfaces a plus.

Responsibilities

• Demonstrates an independent, leadership role with Program Managers and Strategic Account Managers to identify root cause and corrective actions needed to eliminate consistent billing errors.
• Collaborates with Program Managers, Strategic Account Manager and/or Billing Management in gathering and reviewing custom billing requirements. Ensures all department and company policies and procedures are adhered to while completing the request.
• Manages and maintain performance metrics related to billing completely, accurately and timely.
• Researches and resolves routine billing questions and discrepancies as SME in escalations.
• Effectively provides excellent customer service to external and internal customers.
• Understand all metrics, have reviewed the audit SOP's, and keep up-to-date on any changes.
• Responsible to update/edit/create client specific SOPs and work with the Analyst and Biller to ensure changes are understood.
• Conduct quarterly reviews of the team’s client specific SOPs to ensure tasks are completed by the right teams and to identify any process improvement opportunities.
• Understand client specific uploads and who the SME on the team is to support questions and client needs.
• Effectively communicates with Indore, Sales Team, Client and Mgmt. utilizing well thought out detail.
• Ability to review and analyze in depth client issues brought upon by client or sales and communicate with detail that tells a story with, root cause and resolution.
• Provides timely and detailed responses to email requests & follows up where needed, maintains conduct.
• Identifies issues and escalates through chain of command with appropriate sense of urgency.
• Acts as first POC for escalated and any client & Sales questions as needed by Analyst.
• Segment Emails are reviewed daily, responded to, followed up on, and escalated where appropriate.
• Provides guidance and support to the Analyst on day-to-day processes.
• Maintains composure under pressure.
• Works independently with others and other areas to achieve business results.
• Ability to work with Supervisor with an understanding of what requires escalation and leadership intervention.
• Maintains flexibility to support business needs.
• Volunteers to Assist (raises hand to help) – team player.
• Follow directions & completes required tasks timely as requested by Mgmt.
• While filling in with Billing tasks, responsible to ensure your tasks are completed and appropriate hours and information is logged for all trackers and plans including: Bill Plan, Daily trackers, Client Inv Upload Tracker, and Kickback Log.
• Takes ownership & accountability (attention to detail, reviews audits, completes tickets and emails within SLA and ensures billing timeliness).
• Promotes the team culture of positive attitude by actively acknowledging colleagues’ contributions through Green & Grateful kudos and addressing challenges with a constructive mindset.
• Emits a positive, approachable attitude and a willingness to help others reach a resolution.
• Embrace and define problem solving solutions for team issues they are encountering.
• Work closely with supervisor and manager to help identify and client specific analyst tasks that are requiring analysts to add additional time onto completion of our clients’ bills.
• Suggest resolution examples through existing internal processes and areas of new process changes that save the analyst time or aids in accuracy of the client’s bills.

Benefits

• Competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability.
• Stock Purchase Plan.
• Company match on 401K.
• Paid Vacation.
• Holidays.
• Personal Days.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees