Program Support Specialist (Credit & Collections)

Orlando Utilities Commission•Orlando, FL

2d•Onsite

About The Position

OUC - The Reliable One is seeking a Program Support Specialist to join the Credit & Collections division, specifically to support the Power Pass program. This role involves handling all aspects of program administration, including customer account maintenance, troubleshooting, and identifying opportunities for improvement. The specialist will oversee daily Power Pass operations, ensure accurate billing in Customer Care & Billing (CC&B) and MyUsage systems, investigate account issues, process payments, manage reports, and collaborate with customer service, metering, and technology teams. The position requires being a subject matter expert for the program, guiding internal teams and customers while maintaining high service and operational standards. OUC's mission is to provide exceptional value through sustainable and reliable services and solutions.

Requirements

Bachelor’s degree in Finance, Accounting, Business Administration, Economics or other related field, or equivalent combination of education, certifications, and experience.
Minimum of two (2) years of experience providing support to business operations, including project design and support, budget/accounting coordination, financial analysis, developing operational reports, and/or data metrics, analysis and reporting.
Working knowledge of business operational and administrative support processes.
Working knowledge of data metrics, review, and analysis methods.
Working knowledge of research techniques and report writing.
Working knowledge of project support.
Working knowledge of software applications such as Customer Information System (CIS), Enterprise Resource Planning (ERP) software (JD Edwards Enterprise One), and other relevant software.
Familiarity with related industry, organizational, and departmental policies, practices, and procedures.
Familiarity with legal guidelines, ordinances, and laws.
Strong written, verbal, and interpersonal communications skills.
Ability to analyze operations and financial data, identify problems/opportunities, interpret policies, and propose solutions.
Ability to prioritize and coordinate multiple projects to meet deadlines.
Ability to understand and apply technical and regulatory knowledge.
Ability to develop a variety of reports, documents, manuals, and guides.
Exceptional customer service and relationship-building skills.
Ability to define problems, collect data, establish facts, and draw valid conclusions or make recommendations.
Ability to understand and apply governmental accounting practices.
Ability to make arithmetic computations and compute rates, ratios, and percentages.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment.
Applicants must be legally authorized to work in the United States at the time of application.

Nice To Haves

Knowledge of CC&B and billing processes.
Additional experience in the functional area of assignment.

Responsibilities

Coordinate the daily activities and operations of an assigned program, including responding to customer requests, providing guidance on program offerings, and processing program-related actions.
Collect, verify, and maintain program performance, operational, and financial data.
Review and research data results, provide recommendations, and prepare reports for management.
Participate in forecasting program metrics and provide analysis of program participation and effectiveness, including opportunities for enhancement.
Identify and research gaps in program performance and recommend or implement improvements.
Research and recommend new technologies, programs, and procedures.
Coordinate and assemble communications related to programs and issues.
Maintain and review program-related contracts, documents, policies, and manuals to ensure compliance.
Participate in community and employee events to promote OUC efforts, programs, and initiatives.
Train staff on programs, procedures, and/or operations.
Support operational software and technical applications related to the program, conducting reviews and analysis of systems, processes, and data.
Perform other duties as assigned.