Associate Consultant, Customer Service (Hybrid)

Assists with planning, coordinating, and overseeing Payments & Print related activities and assignments. Provides analytical, system and operational oversight and coordination of functions within the Customer Operations & Digital Strategy (CODS) organization through the planning, development and implementation of analytical tasks and assignments.

Essential Functions:

Assist in planning, developing, and implementing test plans and system testing. Develop detailed business requirements for new or updated system applications, and update existing policies, procedures, and processes as needed.

Assist with technical and administrative payment tasks, including decisioning payment vendor portals, creating journal entries to transfer payment funds between operating companies, manual posting of payments, and payment file reconciliations.

Support IT and external vendor teams in identifying and troubleshooting issues related to Payment and Print functions, preventing or resolving customer-impacting operational issues.

Serve as the liaison for the Payments & Print team, supporting the development of business requirements and specifications for new and existing system projects.

Participate in special projects and work teams to implement key initiatives, strategies, and process improvements, identifying and recommending solutions to better serve our customers.

Assist in coordination of key projects including schedule development and assignments as required.

Assist in analyzing proposed or existing methods, policies, procedures, processes, and technologies related to CODS activities.

Provide input and follow through on operational, system, and procedural improvements, including manual and automated processes related to Payments & Print operations.

Perform assigned Storm Duty roles during major storm or outage events, and support other catastrophic or business continuity/disaster recovery situations. Research and identify solutions for escalated customer complaints. Perform data extraction for monthly KPI reporting. Perform mail merges for ad-hoc customer mailings, ensuring that customers receive time-sensitive letters on time.

Serve as point of contact to IT partners, ensuring that all payment files post on-time daily.

Technical Knowledge/Skill/Education/Licenses/Certifications:

Technical Knowledge/Skill:

Individual should demonstrate and possess strong competencies and proficiencies in the following areas:

• Strong interpersonal skills, including verbal and written communications.
• Customer driven and focused with desire to improve upon the customer experience.
• Strong initiative and desire to successfully achieve department and personal goals.
• Strong sense of personal ownership and accountability and fully understands and accepts their role and responsibilities.
• Actively participates and helps facilitate teamwork and collaborate to build and enhance team effectiveness.
• Critical and analytical thinking with initiative to take appropriate actions to help address and resolve customer or other issues that surface.
• Capable of making sound business decisions that support department and organizational goals and mission to better serve the customer.
• Ability to apply knowledge, skills and experience to help solve and recommend solutions to problems and respond promptly.
• Acts appropriately and constructively with other co-workers as well as internal and external business partners.
• Collaborates and works well with others within a team environment and works well independently to achieve desired outcomes that support company / department goals.
• Analytical skills to gather, analyze and interpret data and information as well as ability to formulate and present conclusions.
• Assist with the planning, coordinating and executing of diverse projects and assignments.
• Ability to quickly prioritize, multi-task and work effectively under the pressure of deadlines and time restraints to complete assignments.
• Fundamental understanding of various internal and external payment processes and payment channels including vendor partners.
• Strong working knowledge and understanding of Customer/ Billing systems (C2, CIS, etc.) that support payment functions.
• Proficient with Microsoft Office software applications / products; specifically, Word, PowerPoint and EXCEL; Working knowledge / understanding of data querying software tools are a plus.

Education:

An Associate’s Degree in Business Administration, Accounting, Finance or equivalent is required.

A minimum of 2 to 4 years utility and payment-related experience is desired.

Eversource offers a competitive total rewards program. The annual salary range for this position is $72,000.00 to $80,000.00, plus incentive. Salary is commensurate with your experience. Check out the career site for an overview of our benefits.

Licenses & Certifications:

None

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Worker Type:

Regular

Number of Openings:

1

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.