Program Support Specialist (Credit & Collections)

Orlando Utilities Commission (OUC) • Orlando, FL

4d • $33 - $41 • Onsite

About The Position

OUC - The Reliable One, is presently seeking a Program Support Specialist to join the Credit & Collections division. At OUC, we don’t just work – we’re building a bright future of innovation and transformation for future generations. We are looking for a customer-focused, results-driven team player with strong analytical organizational, and prioritization skills to support our Power Pass program. In this role, you’ll handle all aspects of program administration, from customer account maintenance to troubleshooting and identifying opportunities for improvement. Your proactive mindset and communication skills will help you effectively analyze data, interpret trends, and recommend program enhancements to drive growth and success. As a Program Support Specialist, you will oversee daily Power Pass operations, ensuring accurate billing in the Customer Care & Billing (CC&B) and MyUsage systems, investigating account issues, processing payments, managing reports, and interfacing with customer service, metering and technology teams. You will be the subject matter expert for the program, guiding both internal teams and customers while maintaining high-quality service and operational standards. OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions. Click here to learn more about what we do.

Requirements

• Bachelor’s degree in Finance, Accounting, Business Administration, Economics or other field related to the area of assignment from an accredited university or college. In lieu of a degree, equivalent combination of education, certifications and experience may be substitutable on a 1:1 basis.
• Minimum of two (2) years of experience providing support to business operations, to include one or more of the following responsibilities: Project design and support, Budget/accounting coordination, Financial analysis, Developing operational reports, and/or Data metrics, analysis and reporting.
• Working knowledge of all, but not limited to, the following: Business operational and administrative support processes; Data metrics, review, and analysis methods; Research techniques and report writing; Project support; Software Applications (Customer Information System (CIS), Enterprise Resource Planning (ERP) software (JD Edwards Enterprise One) and other software used for business operations and project/program data collection, analysis, and reporting ;
• Familiarity with all, but not limited to, the following: Related industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws;
• Strong written, verbal, and interpersonal communications skills;
• Analyze operations and financial data, identify problems/opportunities, interpret policies, and propose solutions;
• Prioritize and coordinate multiple projects to meet deadlines;
• Understand and apply technical and regulatory knowledge in the functional area of assignment;
• Develop a variety of reports, documents, manuals, and guides for the functional area of assignment;
• Exceptional customer service and relationship-building skills;
• Define problems, collect data, establish facts, and draw valid conclusions or make recommendations;
• Understand and apply governmental accounting practices in the maintenance of financial records;
• Make arithmetic computations using whole numbers, fractions and decimals; compute rates, ratios and percentages;
• Use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).
• Applicants must be legally authorized to work in the United States at the time of application. This organization does not offer or sponsor employment visas for internship or full-time positions.

Nice To Haves

• Knowledge of CC&B and billing processes (preferred)
• Additional experience in the functional area of assignment, preferred.

Responsibilities

• Coordinate the daily activities and operations of an assigned program, to include, but not limited to: responding to customer requests to identify needs and resolve issues; providing information and guidance regarding program offerings and processes; processing program-related actions and tasks;
• Collect, verify, and maintain various program performance, operational, and financial data;
• Review and research data results, provide recommendations, and prepare related reports for management and/or external entities; may be required to provide financial, statistical, and/or technical analysis/reports;
• Participate in forecasting program metrics;
• Provide related research, recommendations, and analysis of program participation and effectiveness; including opportunities for enhancement and redesign;
• Identify and research gaps in program performance; identify opportunities and recommend and/or implement improvements ;
• Research and recommend new technologies, programs, and procedures;
• Coordinate and assemble communication such as electronic mail, memorandums, documents and information related to programs and issues;
• Maintain and review program related contracts, documents, policies, and manuals; help to ensure compliance with related regulations and agreements;
• 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; conducts reviews/analysis of systems, processes and data;
• Perform other duties as assigned.

Benefits

• Competitive compensation
• Low cost medical, dental benefits, and paid life insurance premiums with no probationary period
• Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
• Paid vacation, holidays, and sick time
• Paid parental leave
• Educational and Professional assistance programs; Paid Memberships in Professional Associations;
• Paid Conference and Training Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level