Revenue Protection Investigator - Oahu

Hawaiian Electric Companies•Honolulu, HI

About The Position

Ensures the protection and expeditious recovery of Company revenues resulting from incidences of meter tampering, diversion of electrical current, improper billing, incorrect meter registration and fraud. Researches, assesses need and gathers data to develop, coordinate and implement recommended solutions. Facilitates the development of processes and guidelines for the Customer Services process area, as well as for other areas of the company as necessary. Employee is expected to be available to respond to any incident requiring their assistance 24hrs/day and 7 days/week.

Requirements

Working knowledge of the principles of electric meter function and wiring configurations.
Working knowledge of effects of meter alterations and components affecting kilowatt hour registration, normally acquired from successful completion of a formalized apprenticeship program in metering or wiring, electrical design, or electrical construction experience.
Working knowledge of the National Electrical Code and wiring standards.
Working knowledge of investigation and documentation procedures.
Demonstrated proficiency in using various PC software programs (ex. MS office: Excel, Word, Access and PowerPoint) for fairly complex applications.
Knowledge of facilitation techniques and methods.
Excellent written, oral, and listening communication skills including report writing and technical writing.
Ability to work with the highest level of Integrity, Trust & Honesty.
Ability to work independently and assertively in pursuing revenue protection investigations.
Ability to analyze data and situations, develop solutions, and resolve problems.
Strong analytical, organizational, planning, and administrative skills.
Ability to effectively handle difficult and/or sensitive issues/information using tact, courtesy, and discretion.
Ability to prepare and deliver presentations to a wide range of audiences within the company & general public.
Demonstrated ability to remain calm, patient, and flexible in a demanding work environment and the ability to adapt to continually changing priorities.
Excellent interpersonal skills and the ability to work with a variety of individuals dealing with sensitive, difficult, or confrontational issues.
Demonstrated commitment and ability to effectively embrace and support team and management philosophy and goals.
Must have or be able to qualify for a State of Hawaii driver’s license.
Must meet the standards for driving positions stated in the Hiring Standards for Driving Positions policy. These standards may be adjusted periodically to meet business and safety objectives.
Several (3-5) years field experience with electrical meters, or as an electrician, or electrical construction design engineer.
Several (3-5) years’ experience in conducting formal investigations.

Responsibilities

Conducts field investigations to address potential / actual revenue protection, fraud, or other billing, payment, and field issues.
Coordinates and/or conducts investigations and documents incidences of meter tampering and electrical current diversion.
Works with attorneys, law enforcement agencies and other parties and represents the Company as an expert witness as needed to secure resolution and compliance.
Researches and analyzes processes to develop preventive actions and services.
Performs benchmarking, surveying, and costs/benefit/risk analyses for enhanced field operations, efficiency, and effectiveness.
Conducts interviews with customers to gather and/or substantiate evidence of meter tampering, electric current diversion, or fraud.
Calculates kilowatt hours to be re-billed.
Prepares written correspondence and reports to customers and legal authorities as required.
Contact’s customers in person, via telephone, or in writing to discuss and resolve metering or wiring discrepancies.
Represents the Company in evidentiary hearings and prosecution.
Develops and revises companywide policy and procedure regarding the revenue protection program.
Compiles and maintains revenue protection program database.
Analyzes data and develops management reports.
Keeps abreast of industry best practices.
May attend local as well as mainland training courses and conferences to network and keep up to date with industry best practices.
Develops, coordinates, and conducts educational training on energy theft such as wiring and meter tampering, prevention and detection of energy theft, proper procedures for reporting lost revenue, etc.
Participates in Company emergency response activities as assigned, including any activities to prepare for such emergency response.
Other duties as assigned.