Description
Job Summary:
The Enrollment and Transaction Management Senior Specialist is responsible for processing enrollments and transactions for all customer types, within our North America markets. 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. This role is responsible for the complete, accurate and timely resolution of escalated issues. Additionally, the Senior Specialist will be responsible for being a Subject Matter Expert (SME), facilitate training, updating process documents, projects, new initiatives and other duties as assigned.
Responsibilities:
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Provide enrollment and transaction management support for gas and electric deregulated markets serving residential and small commercial customers in multiple states/provinces across US and/or Canada.
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Review, investigate and follow-up independently on complex operational service requests, and emails related to enrollments and transaction management inquiries in a timely, detailed and thorough manner.
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Work independently to process tasks, investigate and resolve exceptions within target service level agreements (SLA’s). Areas covering but not limited to:
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EDI transaction tagging, enrollment review, enrollment fulfillments, sales conversion, issuing drop/disconnects for non-payment, process cancels/move-outs, utility syncs, obligation reports, miscellaneous work lists, collaborating with internal and external stakeholders for the timely resolution of contract and enrollment related matters, etc.
Work with vendors, utilities, market participants and internal teams via phone, conference all and email to investigate and resolve issues that prohibit transactions from being sent/received
Rely on knowledge, training and judgment to plan and accomplish goals, while working under general supervision.
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Utilize reporting, performance metrics to manage risk and ensure tasks are completed within SLA.
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Work closely with Operations Team Leads and Managers to meet goals, review exceptions and take appropriate actions.
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Troubleshoot and perform root cause analysis to resolve issues and escalate as needed.
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Reconciliation of accounts in case of discrepancies and preparation of reports as needed.
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Identify gaps and help to execute process improvements.
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Participate in special projects, internal/external audit requests, regulatory/utility requests and other duties as assigned.
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This position can be cross-trained to support other teams within Operations.
Subject Matter Expert (SME) who can be relied upon for the following:-
Create/update process documents, create training documents and facilitate train-the-trainer training, update training, cross training and new hire training.
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Key contributor to the change management process, which includes planning, defining scope, design, detailed business requirements, User Acceptance Testing (UAT) and regression testing, etc.
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Support other members of the team with escalated issues, answer questions to ensure proper processes are followed and share expertise across team.
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Assist management with new initiatives, clean-up efforts, creation of impact lists, root-cause analysis and help drive projects/issues to implementation/resolution.
Requirements:
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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.
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Must be a dependable team player and be willing to work flexible and extended hours, if required.
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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.
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Strong problem solving and decision-making skills.
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Technical aptitude with ability to understand new tools and data.
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Strong time management and organizational skills.
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Ability to manage multiple tasks/projects and ensure their timely completion.
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Ability to maintain the balance of new daily work and pending work to ensure accurate and timely resolution of all work assigned.
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Ability to adapt to constant change.
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Excellent written and verbal skills.
Years of Experience:
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Minimum 4 years of problem solving, issue resolution or other relevant experience required; 6+ years preferred.
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Prior experience in deregulated gas and electric markets, is preferred.
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Prior experience in enrollment and transaction management, EDI transaction processing, operational exception handling, billing and/or project management is a plus.
Education:
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Grade 12 diploma or GED is required.
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Post-secondary degree/diploma is preferred.
Technology Requirements:
Compensation:
$48,700 - $65,750 CAD Annual. *This range reflects base pay only. This role is also eligible for an annual incentive plan based on company & personal performance.
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.
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