Sr. Billing Analyst (Correspondence)

Southern Company • Atlanta, GA

11h • Hybrid

About The Position

The primary purpose of the Senior Billing Analyst (Correspondence) is to manage
operational customer communications across all SouthStar Energy (SSE) markets,
ensuring regulatory, legal and operational compliance. The Senior Billing
Analyst (Correspondence)is responsible for content development and document
management to include creating, editing, and maintaining a large library of
correspondence across multiple markets; utilizing the document management system
to control the lifecycle of operational correspondence to include document
creation, testing, production implementation, retention, and
tracking; facilitating and maintaining operational and marketing bill messaging;
governance and quality control including content approvals, version control, and
periodic auditing; cross-functional collaboration to include working with System
Operations and Project Management teams to evaluate business and system change
impacts to operational communications, make recommendations, and initiate
required actions; provide correspondence recommendations for ad hoc initiatives
and issues resolutions; working with Marketing to facilitate monthly marketing
customer communications via billing statements, contact center voice response
system, and required correspondence; and maintaining alignment and change
control between print and paperless operational correspondence; providing
support to Customer Operations, Back Office and Consumer Relations teams through
correspondence support and research; partnering with Regulatory and Legal
leadership to ensure compliance with varying regulatory rules across multiple
markets; and responding to research and analysis requests; working with 3rd
party vendors responsible for producing operational correspondence; providing
regulatory-required enrollment verification services; and providing translation
service; working with corporate communications to coordinate regulatory-required
affiliated utility safety communications to customers; and other duties as
required or assigned.

Requirements

• Bachelor’s degree
• 5+ years of experience in consumer services or business to consumer related industry.
• 3-5 years of proven experience in developing customer-facing or client communications.
• Proven experience with document management systems.
• Proficient in Microsoft Office and AI applications with strong computer literacy.
• Exceptional verbal and written communication skills.
• Strong organizational, analytical, and problem-solving skills.
• Strong attention to detail.
• Exceptional verbal and written communication skills.
• Strong organizational, analytical, and problem-solving skills.
• Ability to coordinate and manage multiple tasks with sensitive timelines.
• Ability to understand and translate complex operational detail into clear communications.
• Ability to communicate professionally and positively across all levels of the internal enterprise, and with external vendor partners.
• Ability to multi-task and meet deadlines in a fast-paced environment.
• Ability to schedule and facilitate meetings with clear objectives.
• Ability to conduct research and analysis to identify root causes and possible solutions.
• Strong relationship management skills.
• Advanced knowledge of Microsoft Office applications, specifically MS Word.

Nice To Haves

• Degree in English, Communications, Paralegal Studies, or significant experience with formal writing and customer communications.
• Certification in MS Office, with advanced experience with MS Word
• Six Sigma Certification is a plus
• Background in retail energy or utility operations, or other corporate operations.
• Experience in project, policy, and process documentation.
• Experience with vendor management.
• Operational knowledge of deregulated energy markets in multiple jurisdictions.

Responsibilities

• Develop, revise and maintain operational customer communications ensuring supporting materials remain consistent with the operation, and ensuring regulatory and legal compliance.
• Evaluate business and system change impacts to operational customer communications and make recommendations.
• Own the governance process for operational communications including content approvals, version control, and periodic audits.
• Utilize the document management system to control the lifecycle of operational correspondence to include testing, production implementation, retention and tracking.
• Maintain alignment and change control between print and paperless operational correspondence.
• Evaluate and verify accuracy of existing documentation across internal business groups and functional areas of multiple vendors and resolve discrepancies with respective business owners.
• Manage multiple vendors in all jurisdictions in the areas of correspondence management, letter fulfillment and management, and translations.
• Demonstrate the ability to develop and revise operational correspondence in compliance with regulatory and legal requirements, with a strong focus on customer experience.
• Support business and system enhancement projects for all markets. This includes reviewing and providing feedback on business requirements, test scenarios, documentation, scripts and training materials.
• Understand document management solutions that support digital transformation.
• Maintain knowledge of regulatory requirements and changes across all markets.
• Understand the deregulated energy industry.
• Proactively communicate issues, concerns, status or questions to all stakeholders as required in a timely manner.
• Provide liaison between Customer Operations, Business Owners, and Vendors to evaluate existing or implement new operational communications, processes, procedures or regulatory requirements.
• Effectively communicate at all levels and across all departments of the organization, with internal business owners and external vendor representatives, to maintain and update business communications and other associated documentation.
• Lead the internal Letter Committee to ensure operational customer communications and scripting meet operational, marketing, legal and regulatory requirements.
• Maintain accountability for individual performance and objectives.
• Provide analytical support as needed to identify and recommend process improvement opportunities.
• Manage multiple/diverse priorities in a deadline driven environment.
• Operate as a self-starter, work independently, and proactively seek diverse views.
• Work with business owners and vendors to review solutions to business problems.
• Collaborate with business owners and vendors to develop/implement new ideas and processes to reduce inefficiencies.
• Propose AI opportunities to enhance auditing, efficiency and accuracy.

Benefits

• Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being.
• This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s).
• A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees