CX Revenue Processing Specialist

Salary Grade: G12
Minimum Midpoint Maximum
$40,068- $52,089- $64,109

Given the financial nature of this position, this position has been defined as a position requiring a credit check. Prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check.

Under limited supervision, creates quality, value and confidence in the eyes of our customers by providing quality customer service related to the processing of daily customer payments for multiple clients by manual or automated means. On a daily basis, posts payments, processes returns, researches payment discrepancies and performs daily SOX compliance balancing functions. This position requires judgement and experience with limited direct supervision.

Supports special projects as assigned.

• Processes customer payments received electronically from multiple third parties including but not limited to Western Union, KUBRA, Well Fargo, and Bank of Albuquerque Lockbox.
• Processes agency payment files for customer assistance programs such as the Good Neighbor Fund (GNF) and the Low Income Home Energy Assistance Program (LIHEAP) and handles payments for special handled accounts for the City of Albuquerque, ABCWUA and Greater KUDO.
• Processes customer payments received via night drop and field collections and coordinates balancing with field collections leadership.
• Verifies payment information, allocates payment distributions, and balances payments posted to single and multiple accounts.
• Processes return and exception items and investigates payments with incomplete information to ensure payments are posted correctly.
• Makes decisions about the right course of action to take with the high volume of ACH exceptions transactions within the allotted time period with a focus on completeness and accuracy.
• Reconciles daily deposits with daily file postings, executes and provides evidence for SOX compliance as it relates to balancing.
• Responsible for competing electronic work queue (EWQs) for customer payment related inquiries and conducting non-routine payment research.
• Processes non-payment related items, including customer requests and enrollment forms.
• Handles difficult customer payment inquiries and disputes.
• Applies basic accounting skills and works closely with treasury, corporate accounting, utility accounting and the account management team to ensure accurate transaction recording to support the integrity of PNMs financial reporting.
• Ensures all customer and bank guidelines are followed in regard to operations, accounting, internal audit, security and confidentiality and general practices, i.e. NACHA, ACH, PCI, PII.
• Ensures correct application of payment, performs in depth analysis of payments and payment processes, and aids in the creation of new procedures.
• Participates with on the job training on revenue processing functions as needed and may participate in the development of training materials and procedures.
• Identifies opportunities for improvements and drives dynamic change through measurable process improvements.

• Ability to apply analytical skills, use judgement and make decisions regarding appropriate processing procedures.
• Ability to demonstrate competency in multiple disciplines critical to the performance of job duties.
• Ability to respond promptly to customer needs and proactively solicit dialog with customer to improve or exceed customer expectations.
• Ability to influence and build consensus within a team environment where the customer experience and employee development is the focus.
• Ability to identify and recommend new and innovative ideas to brainstorming sessions or problem-solving activities.
• Excellent organizational skills and…