Colton Benter

Billing Operations Analyst Client: NRG Manager: Charles Keller Terms:  6 Month Contract Hourly Pay Rate: $30 - $38/hour W2 Interview Process: 1st round virtual | 2nd round virtual with team member | 3rd round onsite Start Date: ASAP Work schedule details: Hybrid schedule 3-4 days in office, 1-2 days remote (804 Carnegie Center Princeton, NJ 08540) Work Authorization: USC/Green Card Only! Noted from Hiring Manager:

• Needs a Billing Analyst over a Data Analyst. An IT focused person will not be a good fit, he needs a "sales ops" experience type person, like insurance agents. These are always a better fit than IT QA related people because they don’t think out of the box
• Excel is a must, powerbi is nice to have, tableau experience is great too but they don’t use it so it's not a transferable

Overview: The Operations Analyst supports Retail Billing Operations by ensuring accurate, timely customer transactions, account maintenance, and monthly billing. The ideal candidate brings strong analytical skills, process discipline, and working familiarity with data tools to help drive customer satisfaction and operational excellence. Responsibilities:

• Develop a thorough understanding of the electricity and gas customer lifecycle—from contract initiation through final account processing.
• Work within NRG’s customer management systems to process daily operational tasks and electronic transactions with vendors/utilities.
• Monitor and resolve transaction and billing exceptions within established SLAs; escalate appropriately when needed.
• Use reporting and analytical methods (e.g., Excel, SQL/Power BI where applicable) to identify issues and maintain compliance with internal/external SLAs.
• Perform root cause analysis to address exceptions, errors, and process gaps; recommend and implement fixes.
• Research and analyze complex business problems using software tools and knowledge of the retail energy market.
• Support execution of new business and regulatory requirements.
• Serve as a subject matter expert for transaction and billing questions.
• Create and maintain clear process documentation for training and reference; deliver training to colleagues as needed.
• Collaborate with internal teams, management, external vendors, and utilities to resolve issues and support projects.

Screening Questions:

1. Can you describe your experience handling billing or back-office operations? What types of transactions or processes were you responsible for?
2. What types of Excel functions or formulas do you regularly use to analyze or manage large data sets? Have you used Power BI or Tableau in any of your recent roles?
3. Give an example of a time when you identified and resolved a billing or transaction issue. What tools did you use, and what was your process for finding the root cause?

Prior to present: MUST make sure to map out the commute with candidate over the phone – They must be comfortable with 4 & eventually 3 days in office Why are these roles open? Looking for two people – These two people will help to free up time for some of his FTE team members to work on key projects. Day to Day: This team is responsible for fixing exceptions on the SAP billing platform – They fix broken transactions. They are responsible for manning a cue of broken transactions/exceptions that they will work to bottom out each day. The initial 2-4 weeks in the role will be heavily focused on training on how transactions work – They have 65 different utilities offerings across 8 states, so the first few weeks is focused on training on each process flow for each transaction. Day to day, they will fix the transactions themselves within SAP or seek to identify if there is something wrong with the process flow – They will analyze what is wrong and then come up with the solution. Top Skills:

• 3-5 years’ experience within sales operations or back office related billing experience (Energy Supplier, Utilities, insurance, claims, loans, sales analyst, etc.)
• Strong excel skills – vlookups, pivot tables, and basic formulas
• Strong analytical skills with high attention to detail; Experience sifting through large datasets & identifying discrepancies

• Bachelor’s degree from accredited university

Nice to have:

• Energy Supplier back-office experience (Or similar utilities sector)
• Power BI and SQL