Lead Customer Operations Analyst

Requisition: 82386 PSEG Company: PSEG Long Island Salary Range: $ 93,600 - $ 148,200 Work Location Category: Hybrid Flexible We’re one of the country’s largest energy companies, with a vision of powering a future where people use energy more efficiently and it’s safer and delivered more reliably than ever. We’re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day. Here, you’ll have the stability and exciting opportunities that come with being a Fortune 500 company — along with a supportive, friendly work environment where your contributions are valued. We know life isn’t one-size-fits-all, and neither is work. That’s why we offer flexible work options depending on the role. In support of this model, roles have been categorized into one of three work location categories:1. Onsite – roles where employees are expected to be onsite daily.2. Hybrid fixed – roles that are a mix of remote work and onsite work fixed days each week.3. Hybrid flexible – roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week). As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits designed to support your total well-being: medical, dental, vision, paternal leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off. More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you’re looking for a place where you can build a meaningful career and help power and support our communities, we’d love to welcome you to the team. PSEG is not offering visa sponsorship for this position.Job Summary This role resides within the Payment Processing & Revenue Integrity department at PSEG Long Island. Responsibilities may include but are not limited to the creation of daily, weekly or monthly reports and the analysis of data, ensuring accuracy and conducting further review as needed. This position will also be responsible to create and maintain databases, comprehensive reporting workbooks and various work management tools in support of department processes and goals.Job Responsibilities Collect, summarize and analyze various reports and data sources to validate accuracy, determine inconsistencies and identify trends and patterns. Perform various quality control efforts to ensure revenue accuracy and facilitate daily and monthly reconciliations. Evaluate data sources and perform the appropriate analysis to identify revenue gaps and propose/execute solutions to resolve as required. Review and create reports, tables and databases to support the needs of the department. Develop and/or enhance existing spreadsheets, databases and reporting solutions. Actively participate in problem solving initiatives to determine root cause, gap analysis, along with the development and implementation of process improvement recommendations. Provide timely feedback to determine effectiveness of implemented solutions and take corrective action as required. Lead, manage and improve department processes with a focus on accuracy and compliance. Maintain and apply working knowledge of PSEG-LI Standards for Business Controls to help ensure departmental compliance. Promote diversity and foster teamwork, collaboration, and continuous improvement. Participate on special projects and tasks forces. Participate in community outreach activities, meetings and events. Analyze various datasets (e.g., AMI and billing data) to identify patterns and consumption trends associated with potential revenue loss and improved revenue assurance. Job Specific Qualifications BA/BS degree preferably in Business, Analytics, Accounting or other related discipline and a minimum of 7 years of Analyst experience in revenue protection, meter services, payment processing, customer operations or other similar field; In lieu of a degree, a minimum of 11 years of Analyst experience in customer operations, payment processing, revenue protection/collections, accounting or other similar field. Ability to evaluate and analyze multiple datasets of substantial quantities and provide detailed analysis. Demonstrated strong analytical and critical thinking problem solving abilities. Experience with managing various priorities in a dynamic and cross functional environment while adhering to strict deadlines. Ability to effectively utilize critical thinking skills for troubleshooting and resolution in high pressure situations. Demonstrated strong verbal and written communication skills. Demonstrated ability to effectively interact with Management, colleagues and customers. Proficient computer skills, specifically in Microsoft Excel, Outlook, PowerPoint and Word. Demonstrated experience in database management, design and/or creation (i.e. Tableau, Access, etc.) Demonstrated ability to work independently; prioritize work; meet deadlines and targets. Compliance with the Department of Energy's regulation 10 CFR 810 is required. Desired Strong Knowledge of Revenue Protection, Payment Processing and/or Accounting in a utility industry. In depth experience with audit requests, requirements and processes. Understanding of meter data trends and analysis in support of revenue driven initiatives. Knowledge of regulatory and company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures. Some positions at PSEG require access to information covered by the Department of Energy’s regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a “Generally Authorized” destination on the attached list and not also a citizen, national, permanent resident of any country not listed; OR (4) a “Protected Individual” under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)). As an employee of PSEG Long Island, you should be aware that during storm/outage restoration efforts, you may be required to perform functions different from normal operations and work extended hours beyond your regular work schedule. You may also be required to work on premise or in an alternate location as directed by the company. For all roles, PSEGLI’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result. If you are a current PSEG employee and offered an opportunity with PSEG Long Island, you will be treated as a new hire. Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires. Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits will change and generally be consistent with other similarly situated new hires of that company. PSEGLI is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals. PSEGLI is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call View phone number on click.appcast.io or email View email address on click.appcast.io you need to request a reasonable accommodation to perform the essential functions of the job, email View email address on click.appcast.io. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision. ADDITIONAL EEO INFORMATION (Click link below)Know your Rights: Workplace Discrimination is Illegal