Supervisor CX Revenue Operations

Location:

Albuquerque, NM, United States

Preferred:
Project Management Professional (PMP) Certification
Lean Six Sigma Certification

Salary Grade: G06

Minimum: $78,537
Midpoint: $106,024
Maximum: $133,511

Given the financial nature of this position, a credit check may be required before hiring, promotion, or transfer.

Under general supervision in Revenue Operations, this role creates quality, value, and confidence in the eyes of our customers by providing engaging supervision in Revenue Processing, Revenue Assurance and Revenue Support activities. It establishes measurable metrics for remittance, credit, collections and billing functions that align with the Customer Experience strategy and goals while ensuring robust adherence and compliance with regulatory and SOX requirements.

The role supports the integrity of the automated billing system through accurate and timely revenue processing.

• Supervises the Revenue Operations groups, establishing clear direction and expectations for both individual and group outcomes.
• Implements and ensures appropriate customer service standards are maintained within each revenue group through well-informed and adequately trained personnel.
• Directs and schedules Revenue Processing to achieve department goals and objectives, including but not limited to payment processing and returns, payment discrepancy research, balancing, customer-related payment inquiries, research and electronic work queues (EWQs).
• Directs and schedules Revenue Assurance to achieve department goals and objectives for all credit related customer programs, including but not limited to revenue recovery efforts, accounts receivable transfers, bankruptcies, identity theft claims, medical certifications, customer refunds, letters of credit, surety bonds, bad debt transfers, landlord collections, skip tracing and electronic work queues (EWQs).
• Directs and schedules Revenue Support to achieve department goals and objectives for all billing related functions, including but not limited to statewide exceptions processing, out-of-cycle exceptions, service order exceptions, metering reporting, summary billing, rate changes, complex/special handled billing activities and electronic work queues (EWQs).
• Manages use of available resources to ensure budgetary targets are met while providing a quality customer experience.
• Acts as a PNM Banner CIS Superuser and maintains advanced Banner access as it relates to daily operations for all customer service functions.
• Coordinates and works directly with PNM BTS and Cognizant personnel on work initiation progress related to the PNM Banner CIS system.
• Works efficiently and effectively with both internal and external stakeholders to ensure customer assistance objectives are met for programs including but not limited to Low Income Home Energy Assistance Program (LIHEAP) and Budget Billing.
• Responsible for compliance with NM PRC regulatory requirements for all customer billing, payment and credit rules.
• Responsible for compliance with all SOX requirements related to the Revenue Operations functions and mitigates any discrepancies and/or deficiencies identified in a timely and effective manner.
• Ensures all customer and bank guidelines are followed in regard to operations, accounting, internal audit, security, confidentiality and general practices, i.e., NACHA, ACH, PCI, PII.
• Works with internal and external auditors to resolve inquiries related to daily balancing, account billing controls and SOX compliance.
• Maintains and ensures effective communication with internal and external customers to meet corporate, departmental and regulatory requirements.
• Identifies, supports and implements process improvements addressing financial and operational risks and ensures timely maintenance of accurate policies, rate rules and procedure documents.
• Interprets and supports company policies and procedures and ensures compliance to each.
• Participates on task forces and special committees related to the research, development, interpretation or revision of company policies, rate tariffs, programs, or guidelines.
• Encourages, supports, and participates in…