Senior Specialist Remittance

The Remittance Specialist is responsible for ensuring remittance related transactions are applied timely, and accurately within the agreed to service level agreement (SLA) terms. Along with this role’s assigned tasks, the Specialist will support the team with all day-to-day tasks and projects on an as needed basis to meet department deadlines. Ideal candidate would possess the ability to quickly learn new systems and processes, be a self-starter, detail oriented, accountable, analytical, efficient, accurate and be able to multi-task. This role is responsible for the complete, accurate and timely resolution of escalated issues.

Responsibilities:
• Review, investigate, and follow-up independently on complex operational service requests and emails related to payment investigation, payment posting, misapplied payments, account maintenance, and other discrepancies in a timely, detailed and thorough manner.
• Post customer payments accurately and in a timely manner across multiple regions and brands.
• Identify payment errors or inconsistencies within posting and system processes.
• Work independently to investigate and resolve issues related to payment posting inquiries, misapplied payments, and other discrepancies.
• Troubleshoot and perform root cause analysis to resolve issues and escalate as needed.
• Conduct variance analysis using V-lookups and formulas in Excel.
• Independently review, investigate, resolve, and document variances between customer account cash application/posting and bank deposits.
• Collaborate directly with vendors, electricity and natural gas utilities as well as other market participants to investigate and resolve missing payment files or other issues.
• Communicate by email, conference call and/or outbound calls to customers, utilities, business partners, and other market participants as needed, per protocol.
• Rely on knowledge, training and judgment to plan and accomplish goals, while working under general supervision.
• Reconciliation of accounts in case of discrepancies, clean-ups and preparation of reports as needed.
• Identify gaps and help to execute process improvements.
• Complete in a timely and qualitative manner all assigned tasks by Team Lead/Manager, which can include but not limited to payment posting, account reconciliation, payment research, credit validation, resolution of customer service requests, and using reporting tools made available to create and/or update reporting.
• Participate in special projects, internal/external audit requests, regulatory/utility requests and other duties as assigned.
• Collaborate closely with Team Lead to meet/exceed targets, review exceptions, and take appropriate actions.
• Utilize reporting, performance metrics to manage risk and ensure tasks are completed within SLA.
• This position can be cross trained to support other teams within Operations.

Subject Matter Expert (SME) who can be relied upon for the following:

o Create/update process documents, create training documents and facilitate train-the-trainer training, update training, cross training and new hire training.
o Key contributor to the change management process, which includes planning, defining scope, design, detailed business requirements, User Acceptance Testing (UAT) and regression testing, etc.
o Support other members of the team with escalated issues and answer questions to ensure proper processes are followed and share expertise across the team
o Assist management with new initiatives, clean-up efforts, creation of impact lists, root-cause analysis and help drive projects/issues to implementation/resolution.

Requirements:
• The ideal candidate would possess the ability to quickly learn new systems and processes, be a self-starter, detail oriented, accountable, analytical, efficient, accurate and be able to multi-task.
• Must be a dependable team player and be willing to work flexible and extended hours, if required.
• Must be detail oriented with an ability to identify a pattern in a problem, conduct research, coordinate with the appropriate back-end teams to solve operational problems and deliver solutions to customer inquiries.
• Strong problem solving and decision-making skills.
• Technical aptitude with ability to understand new tools and data.
• Strong time management and organizational skills.
• Ability to manage multiple tasks/projects and ensure their timely completion.
• Ability to maintain the balance of new daily work and pending work to ensure accurate and timely resolution of all work assigned.
• Ability to adapt to constant change.
• Excellent written and verbal skills.

Years of Experience:
• Minimum 4 years of problem solving, issue resolution or other relevant experience required; 6+ years preferred.
• Prior experience in deregulated gas and electric markets, is preferred.
• Prior experience in remittance, billing, enrollment and transaction management, EDI transaction processing, operational exception handling, is preferred.

Education:
• Grade 12 diploma or GED is required.
• Post-secondary degree/diploma is preferred.

Compensation: $42,540 - $57,430 CAD Annual*This range reflects base pay only. This role is also eligible for an annual incentive plan based on company & personal performance.

Please note the compensation listed is in compliance with Ontario law and is specific to CA. It does not apply to similar roles based in the United States.

Technology Requirements:
• Strong knowledge of Microsoft Office (Word, Excel, Outlook, etc.).
• Advanced knowledge of Microsoft Excel - pivot tables, VLOOKUP, macros, etc., preferred.
• Knowledge of third-party billing system, specifically iSigma Customer Care & Billing (CC&B), is preferred.
• SQL query language skills is a plus.

Disclosures:

Just Energy is committed to fostering an inclusive and accessible work environment. We value diversity and do not discriminate on the bases of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, or any other grounds protected by the Ontario Human Rights Code.

This posting is for an existing vacancy. Just Energy does not use Artificial Intelligence to screen, assess, or select applicants for this position.