Payment Support Analyst

• Works as a liaison between Billing personnel and other departments
• Researches and resolves billing issues
• Serves as a central point for the resolution of technical billing problems
• Ensures the quality of Billing Services by compiling and monitoring the billing processes and performance measurements
• Leads efforts for billing process improvements & department efficiencies
• Researches and evaluates all billing operations (billing, payment options, rate changes, rate refunds, etc) to enhance existing productivity
• Performs critical analysis of performance results, identifies root causes of ongoing or emerging issues/trends
• Creates and tracks specialized reports requested to monitor billing trends
• Researches and resolves customer account issues to assess whether they are business practice issues or system problems
• Recommends system enhancements as needed and ensures the necessary training and communication of changes are available to billing personnel
• Completes quality assurance billing reviews

• Business related degree or equivalent work experience
• Demonstrates ability in using database & querying tools for analytical applications
• Experience in working the utility billing system is desired
• Ability to effectively communicate and work successfully across business units and professional disciplines
• Knowledge of Xcel Energy Computer Based systems
• Proven problem solving and decision-making skills
• Must possess strong analytical skills
• 2-5 years of experience in payment operations, banking, treasury, or accounts receivable systems
• Strong understanding of electronic payment processing, including ACH payments, Credit and debit card payments, Electronic lockbox processing, Traditional bank lockbox processing, Digital payment channels, Electronic bill payment platforms and Payment gateways
• Experience researching and resolving payment exceptions across multiple channels
• Working knowledge of ACH and NACHA Operating Rules, including exceptions, returns, reversals, unauthorized transactions, financial controls, SOX, audit, and regulatory requirements
• Understanding of payment reconciliation, balancing, settlement, and cash application processes
• Experience with EDI payment files, remittance files, payment data integrations, bank transmissions, file formats, and secure file transfers
• Ability to interpret payment data, logs, reports, and transaction records to identify issues
• Experience with APIs, batch processing, or payment interfaces between enterprise systems and external vendors preferred
• Proficiency with Microsoft Excel, SQL (preferred), and enterprise financial or billing systems such as SAP, Oracle, People Soft, or equivalent.

Demonstrates strong analytical skills and problem-solving abilities in billing operations, with expertise in electronic payment processing and a solid understanding of regulatory requirements. Proficient in using database and querying tools to enhance billing processes and improve departmental efficiencies.

• Billing Process Improvement
• Electronic Payment Processing
• Analytical Skills
• Database & Querying Tools
• Utility Billing System Experience

• Payment Reconciliation
• ACH Payments
• SQL
• Electronic Bill Payment Platforms
• Payment Gateways
• EDI Payment Files
• Financial Controls
• Cash Application Processes
• SAP
• Oracle

• Effective Communication
• Problem Solving
• Decision Making

• NACHA Operating Rules
• Payment Operations
• Accounts Receivable Systems
• Banking
• Treasury

• Microsoft Excel
• People Soft
• Xcel Energy Computer Based Systems