Lead Investigator, Revenue Assurance (Hybrid)

Eversource Energy•Southborough, MA

1d•Hybrid

About The Position

Responsible for conducting Revenue Protection investigations. Includes development and documentation of all case materials (detailed case records, evidence, depositions, affidavits, company and public records, etc.). Works closely with other departments, including Legal, Meter Service, Corporate Communications and Regulatory. Supports the development of new internal and external strategies and participates in the implementation change management process. Assists in developing uniform policies, procedures, practices, and standards to address theft of energy and/or revenue loss situations. Conducts training for new revenue insurance investigators and consultants.

Requirements

Understanding of civil, criminal, and business bodies of law.
Knowledge of electric and/or gas meter systems, electric service requirements, National Electric and Safety Codes, Customer accounting systems and Corporate Safety Manual.
Thorough understanding of confidentiality practices and union practices and procedures.
Must have strong analytical and problem-solving skills as well as the ability to interpret complex information.
Must have excellent written and oral communication skills.
Must be capable of compiling case investigations accurately, thoroughly and in a timely manner.
Must be able to act as a liaison and to work effectively with various organization levels within and outside of the Company.
Must have a strong detail orientation as well as the ability to be thorough and precise.
Demonstrated skill with MS Office applications such as Word and Excel.
A BS degree in business or the equivalent.
Five (5) or more years of related experience are required.
Candidate should possess knowledge of electric and/or gas metering systems.
Valid Motor Vehicle Operator License is required.

Nice To Haves

Past exposure to security and intelligence training with emphasis on investigative, observation, and surveillance skills preferred.

Responsibilities

Builds networks with Law Enforcement Agencies, other utilities and other theft of service organizations to share information, new techniques, software programs, etc., involving diversion and theft.
Conducts all phases of revenue recovery investigations including the attainment of depositions and supporting data for both judicial and administrative processing as well as fact-finding from Company and Public records related to theft of service cases.
Provides support to field personnel to resolve revenue protection cases involving diversion or meter tampering.
Provides guidance, training and technical assistance to field and staff personnel regarding energy theft investigations.
Acts as primary resource to resolve complex issues related to Revenue Protection cases.
Ensures developing, establishing and maintaining uniform policies, procedures, practices, and standards to identify and/or prevent energy theft or other type of revenue loss.
Works with Law Enforcement Agencies (LEAs), legal counsel, judiciary representatives, other utilities and organizations critical to successful resolution of cases.
Prepares legal documents including affidavits and complaints on behalf of Eversource.
Acts as an expert witness as required including testifying on behalf of the Company in civil and criminal proceedings.
Administers the development of new Revenue Protection initiatives and the change management process for implementation.
Evaluates performance during training and follows up on students learning through field observations, call monitoring and refresher training.
Provides updates and incorporates new procedures and revisions into training programs and reviews work with vendors, customer contact center personnel, and others to provide operational input into the selection and operation of new technology and development of new revenue assurance standards.
Manage timely and accurate rebilling of lost revenue due to theft and metering irregularities consistent with policies, procedures, and regulatory rules.
Act as representative for the Company in theft of energy cases involving Governmental, Regulatory, and Law Enforcement Agencies.
Review with manager final disposition of all cases inclusive of the pursuit of criminal and/or civil charges, billing, use, and need for legal assistance.
Maintain quality customer interactions.