Business Analyst II

Business Analyst II

Under general supervision, is responsible for responding to Indiana Utility Regulatory Commission (IURC) and Better Business Bureau (BBB) complaint cases. Serves as a liaison between Customers Services team and other divisions, departments and organizations on matters related to customer service programs and Regulatory compliance. Identifies process gaps and makes process change recommendations to improve customer experience. Completes daily, weekly, and monthly Key Performance Indicator (KPI) reports and performs data analysis as necessary. Performs any and all other duties, tasks and responsibilities which may be assigned.

Hiring Requirements

BASIC REQUIREMENTS:

• Minimum High School Graduate with additional educational or professional training preferred.
• Must have strong computer skills with at least two (2) years' experience using Microsoft products.
• Must have excellent communication skills both verbal and written.
• Previous experience dealing with sensitive and/or confidential information.
• Ability to work independently, prioritize work and meet deadlines.
• Strong technical and analytical skills with attention to detail and accuracy.

PREFERRED SKILLS:

• One (1) year experience in data analysis, preferably in Customer Services environment.
• Two (2) years or more supervisory/management experience in a Customer Services or billing environment.
• Experience with billing software including enhancements, replacement and troubleshooting; experience with CAS preferred.
• Utility billing, payment and/or collection knowledge and experience.
• Must be able to quickly adapt to changing business needs.
• Able to analyze data and make recommendations for process improvement.
• Applicable understanding of regulatory guidelines and how those relate to our business.

PRIMARY RESPONSIBILITIES:

• Responds to both IURC and BBB cases while ensuring compliance with Indiana Administrative Code for Electric Utilities.
• Analyzes complaint cases for trends and process gaps and develops recommended actions to mitigate and improve customer satisfaction.
• Completes various daily, weekly, and monthly dashboard and KPI reports for the Customer Services team.
• Assists Customer Services leadership team with process improvement projects, including but not limited to, scope of work creation, testing and implementation.
• Works parallel with Customer Services leadership team to ensure improved performance on key performance metrics.
• Works closely with peer(s) at other AES companies to ensure consistency of practices when applicable.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.