Business Analyst II

AES US • Indianapolis, IN

20h • Onsite

About The Position

Under general supervision, this role is responsible for responding to Indiana Utility Regulatory Commission (IURC) and Better Business Bureau (BBB) complaint cases. The Business Analyst II serves as a liaison between the Customer Services team and other divisions, departments, and organizations on matters related to customer service programs and regulatory compliance. This position identifies process gaps and makes process change recommendations to improve customer experience. The role also includes completing daily, weekly, and monthly Key Performance Indicator (KPI) reports and performing data analysis as necessary. AES is an Equal Opportunity Employer committed to diversity and inclusion, fostering a strong workplace culture and earning Great Place to Work™ rankings. The company is a leader in renewable energy sales and has been recognized as one of the World’s Most Ethical Companies.

Requirements

• Minimum High School Graduate with additional educational or professional training preferred.
• Strong computer skills with at least two (2) years’ experience using Microsoft products.
• Excellent communication skills both verbal and written.
• Previous experience dealing with sensitive and/or confidential information.
• Ability to work independently, prioritize work and meet deadlines.
• Strong technical and analytical skills with attention to detail and accuracy.

Nice To Haves

• One (1) year experience in data analysis, preferably in Customer Services environment.
• Two (2) years or more supervisory/management experience in a Customer Services or billing environment.
• Experience with billing software including enhancements, replacement and troubleshooting; experience with CAS preferred.
• Utility billing, payment and/or collection knowledge and experience.
• Must be able to quickly adapt to changing business needs.
• Able to analyze data and make recommendations for process improvement.
• Applicable understanding of regulatory guidelines and how those relate to our business.

Responsibilities

• Responds to both IURC and BBB cases while ensuring compliance with Indiana Administrative Code for Electric Utilities.
• Analyzes complaint cases for trends and process gaps and develops recommended actions to mitigate and improve customer satisfaction.
• Completes various daily, weekly, and monthly dashboard and KPI reports for the Customer Services team.
• Assists Customer Services leadership team with process improvement projects, including scope of work creation, testing, and implementation.
• Works parallel with Customer Services leadership team to ensure improved performance on key performance metrics.
• Works closely with peer(s) at other AES companies to ensure consistency of practices when applicable.
• Performs any and all other duties, tasks and responsibilities which may be assigned.

What This Job Offers

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