Manager - Remittance Processing & Systems

Description

• Manages Remittance Processing representatives responsible for decisioning unapplied payments, reconciling accounts, issuing refunds, completing clarification, processing returned items.
• 24/7 support for remittance and bill print third party vendors.
• Ensures compliance with all Sarbanes Oxley, Internal Controls, NACHA, PCI and Regulatory requirements as it relates to payment channels.
• Manages payment channels to increase positive customer experience and lowering the expense associated with processing payments.
• Manages over 20 third party services vendors, including: third party payment vendors, bill print vendor, credit card merchant service provider, electronic bill presentment, kiosk, credit card processing, lockbox and depositing financial institutions.
• Coordinate and prioritize work, monitor and maintain performance targets for the business and third party vendors.
• Collaborate with regulators, suppliers and internal/external customers to implement enhancements to remittance and depository products to meet the changing customer and market expectations.
• Financial responsibility for the accurate and timely processing of customer payments at Avangrid Networks of approximately $5 Billion.
• Manages bill print processes which includes bill print and electronic bill presentment (over 33M invoices annually at a value exceeding $9.5B), payment correction tools, bill messages and communication strategies to decrease DSO and increase positive customer experience.
• Manages a department of 8+ employees
• Collaboration with functional business groups to understand and define business requirements, identifying solutions and coordinating the implementation of the solution in the States of NY, CT, ME and MA.
• Provide supervision, coaching, counseling and performance feedback to team members. Contribute to establishing and maintaining a work environment that is customer focused, recognizes achievement, rewards high performance, and promotes opportunity.
• Support and advocate on behalf of the Companies through testimony and discovery processes for all Avangrid Networks rate case filings.

Requirements

• Bachelor’s degree (or significant and advanced experience in this specific field for over 15 years) with a minimum of 7 years relevant experience required.
• In depth change management skills and the ability to lead effectively in different work environments, geographies, and demographics both within and outside the Company.
• Experience with Customer Service business processes in the areas of: Billing and Invoicing; Remittance Processing, Dunning, Device Management; Front Office (including Electronic Bill Presentment and Bill Print); and/or Customer Information Analytics.
• Proficient in Microsoft Excel, Word, and Power Point applications
• Strong problem solving, prioritization, and project management skills
• Skills/Abilities:In depth change management skills and the ability to lead effectively in different work environments, geographies, and demographics both within and outside the Company.The position requires developed leadership skills, analytical thought processes and the ability to work well with multiple groups including regulatory agencies, external stakeholders, end users, process owners and the IT SAP Support Group.Ability to manage employees in a unionized and salaried workforce.Knowledge of customer accounting, general ledger system, customer billing, accounting, and remittance processing processes.Ability to balance the administration of budgets, staffing needs, and performance management goals and objectives.Excellent analytical, interpersonal, verbal and written communication skills.Proficient in Microsoft Excel, Word, and Power Point applicationsStrong problem solving, prioritization, and project management skills
• Ability to balance the administration of budgets, staffing needs, and performance management goals and objectives.
• Knowledge of customer accounting, general ledger system, customer billing, accounting, and remittance processing processes.
• Excellent analytical, interpersonal, verbal and written communication skills.
• Education & Experience Required:Bachelor’s degree (or significant and advanced experience in this specific field for over 15 years) with a minimum of 7 years relevant experience required.Experience with SAP Customer Care Systems (CCS) and/or SmartCare Systems.Experience with Customer Service business processes in the areas of: Billing and Invoicing; Remittance Processing, Dunning, Device Management; Front Office (including Electronic Bill Presentment and Bill Print); and/or Customer Information Analytics.
• The position requires developed leadership skills, analytical thought processes and the ability to work well with multiple groups including regulatory agencies, external stakeholders, end users, process owners and the IT SAP Support Group.
• Ability to manage employees in a unionized and salaried workforce.
• Experience with SAP Customer Care Systems (CCS) and/or SmartCare Systems.

Benefits

• Budgetary responsibility of external remittance vendors, bill print vendors and financial institutions is approximately $30M annually.

Training + Development

Interview process

Visa Sponsorship

Security clearance