Elizabeth Lancaster

Billing Operations Analyst Client: NRG Manager: Alain Martinez Terms: 6+ Months Contract Hourly Pay Rate: $30 - $38/hour Interview Process: 1st round virtual | 2nd round onsite Start Date: ASAP Work schedule details: Onsite in Houston, TX (Remote on Fridays) – 910 Louisiana St, Houston, Tx 77002  Sub Spots: 3 Overview: The Retail Billing Operations team primarily focuses on the processing, quality assurance, and timeliness of customers’ order transactions, account maintenance and monthly billings. This position requires a highly motivated candidate with solid analytic, process management, quantitative, and some technical skills to aid in the development of overall customer satisfaction. This team is responsible for liaising with IT, Marketing, Call Center, and Operations to accomplish results for the Residential, Small Business, and Builder/Multi-Family market segments. Successful team members can effectively solve problems and address issues across multiple functional groups (e.g., Marketing, Legal, Regulatory, Customer Care, Channel Management, Transaction Processing, Billing, IT, Credit/Collections, Online, Telephony, Third Party Partners, Database Operations). Responsibilities:

• Work broadly across multiple processes and systems to become a subject matter expert for Billing & Transaction Management operations.
• Provide analytical and technical support to Customer Care, Sales, Billing Operations, and Marketing groups
• Monitor and analyze incoming errors and correct impacted records individually or in mass to maintain accurate and reliable data.
• Work with external vendors to ensure processes are completed on time, escalating issues and following through to resolution.
• Demonstrate accountability for delivering expected outcomes on time.
• Develop, deliver, and maintain training materials and programs to ensure team members are knowledgeable on processes, systems, and tools, and provide ongoing support to reinforce learning.
• Monitors vital operational metrics and responds as necessary to ensure consistently superior operational performance.
• Deliver status updates to key stakeholders at regular intervals.
• Monitor incoming errors, identify patterns and trends, and provide quick actionable recommendations to improve data accuracy
• Evaluate existing operational processes to ensure appropriate controls are in place and maintain process documentation for all recurring processes.
• Continually evaluate the effectiveness of Billing & Transaction Management processes and initiate processes and system improvement and automation activities.
• Develop approach documentation and business requirements for new Marketing and Operational capabilities and products needed to support campaigns, including all cross-functional stakeholders from operations and IT in the review.
• Design, implement, and execute User Acceptance Testing scripts to ensure the successful launch of new capabilities.
• Work closely with the Product Owner to deliver projects, enhancements, and production fixes.
• Champion AI adoption and literacy by incorporating AI tools, training, and best practices into team workflows and professional development programs.

Top Skills:

• 2-5 years of professional experience required.
• 1-2 years related experience in an Operations/IT/Project Management/Consulting role preferred.

Nice to Have:

• Bachelor's degree from an accredited college or university is preferred or 3-5 years direct experience in the Competitive Retailer Energy Market.
• Working knowledge of the Competitive Retailer Energy Market