Customer Account Analyst
Department: Revenue Protection
Employment Type: Full Time
Location: Dublin 18
Compensation: €36,000 / year
Description
We are looking for a target-driven Customer Account Analyst to work within the growing Revenue Protection team. This role requires an individual who has the ability to work on their own initiative and develop and refine processes as the business continues to grow.
This is a critical role to the business ensuring accuracy of customer charging, handling discrepancies and facilitating repayment negotiation.
Aspects of the role will involve fraud analysis, account management and technical consumption analysis. For this reason, strong numerical and excel skills combined with energy industry experience will be a distinct advantage.
Key Responsibilities
* Comparison of charging on PPP Meter to ESB Meter
* Validating that our systems are charging in line with the meter of record (ESB Networks or GNI Meters).
* Detailed account analysis including consumption validation, tariff checks, top-up checks to understand the underlying cause.
* Engaging with network operators, technicians and customers to determine the underlying cause and resolve the discrepancy.
* Escalation points for complex customer issues.
* Direct engagement with customers for escalated accounts via email and phone.
* Setup repayment plans and monitor performance.
* Management of non-performing accounts up to the point of disconnection of supply.
* Escalation of aged debt to debt collection agencie
* Analysis and audit of technician site visit reports.
* Liaising with other departments, network operators and third parties in relation to Revenue Protection issues.
* Investigate root cause of identified issues or exceptions through to resolution.
* Administration of all Revenue customer communications e.g. mail merges
* Monitoring of account performance re customer repayments plans.
* Supporting RP Tier 1 staff by providing guidance.
* Completion of all BAU Revenue activists accurately and on time.
* Ensure all customer queries are dealt with within SLA, resolved where applicable or moved through to the next appropriate action.
* Ensuring compliance to company procedures including all compliance and regulatory policies.
* Coordination of technician site visits with our customer service team.
* Providing regular reports to the management on all Revenue Protection activity.
Skills, Knowledge and Expertise
* Previous experience in a Finance or Revenue environment would be an advantage.
* Previous utilities experience particularly within the electricity or gas area would be a distinct advantage.
* Graduates with a technical / business competence will be considered
* Excellent communication skills with an ability to articulate complex queries to resolution.
* Proven ability to work to strict targets to achieve both individual and team objectives.
* Proven ability to work in a self-directed and organised manner
* Experience of working with a Customer Relationship Management system beneficial.
* Strong Excel skills and good working knowledge of MS Office essential.
* Excellent numerical, analytical and creative problem-solving skills
* Excellent verbal communication, written communication, interpersonal and presentation skills
* Ability to engage with customers in a calm, professional and empathetic manner.
* SQL skills an advantage.
What we offer
* Base salary of €33,000 and €3,000 target related bonus - OTE €36,000
Benefits
* Competitive salary & bonus structure
* Pension Contribution Scheme
* PrepayPower Health Insurance Group Scheme Laya Healthcare
* TELUS Health Employee Assistance Programme (EAP)
* Great career progression opportunities in a growing company with strong market growth
* Fast-paced and friendly team environment
* Continual training and development
* Annual leave, increasing with service.
* PrepayPower Staff Tariff
* Modern offices with excellent facilities in Sandyford and the flexibility to work remotely
* Established CSR, Wellness, and Social Committees, and great social events.
* Refer a Friend Scheme
* Tax Saver Travel Tickets & Bike to Work Scheme
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