Lead Customer Operations Analyst

LIPAPRD•Town of Huntington, NY

39d•Hybrid

About The Position

This role resides within the Payment Processing & Revenue Integrity department at PSEG Long Island. Responsibilities may include but are not limited to the creation of daily, weekly or monthly reports and the analysis of data, ensuring accuracy and conducting further review as needed. This position will also be responsible to create and maintain databases, comprehensive reporting workbooks and various work management tools in support of department processes and goals.

Requirements

BA/BS degree preferably in Business, Analytics, Accounting or other related discipline and a minimum of 7 years of Analyst experience in revenue protection, meter services, payment processing, customer operations or other similar field; In lieu of a degree, a minimum of 11 years of Analyst experience in customer operations, payment processing, revenue protection/collections, accounting or other similar field.
Ability to evaluate and analyze multiple datasets of substantial quantities and provide detailed analysis.
Demonstrated strong analytical and critical thinking problem solving abilities.
Experience with managing various priorities in a dynamic and cross functional environment while adhering to strict deadlines.
Ability to effectively utilize critical thinking skills for troubleshooting and resolution in high pressure situations.
Demonstrated strong verbal and written communication skills.
Demonstrated ability to effectively interact with Management, colleagues and customers.
Proficient computer skills, specifically in Microsoft Excel, Outlook, PowerPoint and Word.
Demonstrated experience in database management, design and/or creation (i.e. Tableau, Access, etc.)
Demonstrated ability to work independently; prioritize work; meet deadlines and targets.
Compliance with the Department of Energy's regulation 10 CFR 810 is required.

Nice To Haves

Strong Knowledge of Revenue Protection, Payment Processing and/or Accounting in a utility industry.
In depth experience with audit requests, requirements and processes.
Understanding of meter data trends and analysis in support of revenue driven initiatives.
Knowledge of regulatory and company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures.

Responsibilities

Collect, summarize and analyze various reports and data sources to validate accuracy, determine inconsistencies and identify trends and patterns.
Perform various quality control efforts to ensure revenue accuracy and facilitate daily and monthly reconciliations.
Evaluate data sources and perform the appropriate analysis to identify revenue gaps and propose/execute solutions to resolve as required.
Review and create reports, tables and databases to support the needs of the department.
Develop and/or enhance existing spreadsheets, databases and reporting solutions.
Actively participate in problem solving initiatives to determine root cause, gap analysis, along with the development and implementation of process improvement recommendations.
Provide timely feedback to determine effectiveness of implemented solutions and take corrective action as required.
Lead, manage and improve department processes with a focus on accuracy and compliance.
Maintain and apply working knowledge of PSEG-LI Standards for Business Controls to help ensure departmental compliance.
Promote diversity and foster teamwork, collaboration, and continuous improvement.
Participate on special projects and task forces.
Participate in community outreach activities, meetings and events.
Analyze various datasets (e.g., AMI and billing data) to identify patterns and consumption trends associated with potential revenue loss and improved revenue assurance.