Team Lead, Revenue Services

Duke Energy Corporation•Raleigh, NC

3d•Remote

About The Position

This position is the Lead level of the job family. Provides daily operational leadership and direction to Revenue Services teams to facilitate the achievement of departmental and company targets. Ensures the timely and accurate billing and collection of company revenues. Performs a wide variety of advanced activities to respond to and resolve billing, collections and payment issues to meet customer expectations. Seeks to achieve high levels of customer satisfaction by providing quality customer service, while minimizing costs. Maintains a thorough knowledge of billing, accounts receivable management, and payment processes in order to provide training and answer complex questions from teammates, customers and other departments within Duke Energy. Performs routine monitoring and audits to ensure team compliance with state and federal programs and regulations as well as internal financial and SOX controls. Interfaces with key internal stakeholders, including Customer Contact Operations, Distribution, Load Research, Regulatory Affairs, Legal, Generation Services, the Large Business Customer Group, Corporate Risk Management, Corporate Sourcing, Customer Service Support, Grid Modernization, Metering Services and Engineering, Control Area Operations, Marketing, and the State Presidents’ organizations. Provides quality customer service while minimizing costs.

Requirements

Associates degree in Paralegal Studies, Technology, or Business Administration
In addition to required degree, five (5) years minimum of related work experience
In lieu of an Associates degree AND five (5) years minimum of related work experience listed above, High School/GED degree AND 7 years minimum related work experience

Nice To Haves

Proficient in Microsoft Office Products (Outlook, Excel, Word, PowerPoint)
Working knowledge of the applicable utility commission rules and regulations
Conflict management skills to resolve or mediate customer issues
Demonstrated ability to work safely and knowledgeable of the company’s safety requirements and regulations
Proficient in SAP
Proficient in FACTA and Energy Protection- hands-on-experience with Active and Ghost Meters
Thorough understanding of dunning timeline
Ability to analyze and compare data to ensure accuracy
Demonstrate strong problem-solving skills
Written and oral communication skills
Ability to effectively research/investigate information needed and exercise good judgment in making decisions
Possess time management and personal organizational skills
Ability to give and receive positive and constructive feedback
Flexibility to accept and adjust to short timelines and operate with minimal supervision
Understanding of the confidential nature of information encountered while performing duties and the ability to treat it accordingly
Ability to apply customer account and systems knowledge to complex situations escalated by call center specialists

Responsibilities

Assists department supervisor in planning and directing billing, payment processing and accounts receivable management work for the team.
Provides leadership and direction to the team on a daily basis in order to provide excellent customer service in an accurate and timely manner.
Possesses a high level of technical expertise to direct work activities and assist with complex situations as necessary.
Analyzes account data to ensure the accurate billing and collections of Duke Energy's residential, commercial and industrial customers.
Coordinates and interacts with major customers such as city/state/town officials within the Duke Energy service territory to ensure proper billing and collections for services rendered
Coordinates monitors and maintains workload and schedules for the team and makes necessary adjustments to ensure quality service and maximum productivity.
On a routine basis re-directs work and approves exceptions to normal schedules.
Informs workgroup members, supervision and/or management of work status, problems and concerns in a timely manner.
Approves requests for time off while adhering to departmental guidelines and workload scheduling.
Serves as a role model and motivates the team toward success in achieving team goals and targets.
Ensures team compliance with operational, financial and SOX controls and performs routine quality assurance and productivity monitoring for the team.
Maintains focus on continuous process improvement and productivity by demonstrating a positive attitude and professionalism in dealing with all Duke Energy customers and departments to promote strong working relationships and support change.
Performs monthly team member audits to ensure adherence to team quality and productivity targets and to determine needed areas of performer training and process revisions.
Offers technical expertise and makes recommendations for process improvement to ensure maximum efficiencies.
Ensures team member compliance with all applicable state and federal programs and regulations, including FACTA (Fair and Accurate Credit Transactions Act), medical alert/medical essential customer programs, bankruptcy legislation, etc.
Performs periodic team audits to ensure team adherence with SOX and internal financial controls.
Provides training and subject matter expertise for the work group and key internal stakeholders.
Maintains thorough job knowledge of assigned teams (Billing, Accounts Receivables, and Payments) and provides lead responsibility in accurately maintaining the company’s customer accounts.
Works with team members to develop excellent decision making skills through training and mentoring.
Identifies, develops, coordinates and provides one-on-one or classroom training for the development of team members to enhance overall job knowledge and maximize team efficiency
Maintains a high level of subject matter expertise by staying abreast of regulations established by local, state and federal agencies. (i.e. North Carolina Utilities Commission, South Carolina Public Service Commission, Public Utilities Commission of Ohio, Kentucky Public Service commission, Indiana Utility Regulatory Commission, Florida Public Service Commission).
Maintains a thorough and expert working knowledge of relevant customer and related systems in order to troubleshoot and identify problems, opportunities and/or concerns.
Serves as subject matter expert for IT and business projects and as tester for IT projects.
Handles high profile customer issues and escalated customer and regulatory complaints.
Performs difficult tasks/processes and complex customer transactions involving revenue and journal actions in order to resolve customer issues.
Interacts with other work units, including Consumer Affairs, to resolve routine and complex customer inquiries and complaints
Provides technical expertise and guidance to ensure accurate and timely response and resolution to customer inquiries and requests.
Interacts directly with external customers in escalated complaint scenarios, as needed.
Perform other duties as assigned.