American Water Compliance Analyst in Mechanicsburg, Pennsylvania
Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Camden, NJ, the company employs over 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 46 states and Ontario, Canada. To learn more about American Water and additional career opportunities, visit www.amwater.com.
The Compliance Analyst assists the Supervisor with day-to-day management of a group of customer service center representatives that handle customer service and escalated billing inquiries. Helps by ensuring that productivity targets are met and business results are achieved through consistent development and coaching of the team to bring their best to each and every customer contact.
Interact with Regulatory Board personnel in resolving and responding to regulatory board complains within established targets
Respond to cusotmer complaints by providing explanation of billing methodology, clarification of tariff provisions and state regulations, and engaging in billing negotiations.
Perform functions related ot bill payment, error correction and field follow up. Create service orders as necessary.
Identify field process and individual handling needing improvement or correction and provide this assessment to supervisor. Identify regulatory complaint trends and relay to supervisor. Perform system testing for Service First issue updates as needed. Assist company legal counsel in addressing issues by providing account review and billing explanation. Maintain adherence to all policies, procedures, programs, standards of performance, and approved business objectives, including those involving affirmative action, communications, community relations, human resources, labor relations, health & safety, and security.
Evaluates information, reports, errors and exceptions to identify and resolve account issues. Performs root cause analysis to proactively communicate and collaborate with key business partners to drive operational excellence. Interacts with internal/external business partners regarding various issues and provides any additional assistance.
Researches & resolves Business Partner and escalated customer questions, concerns, inquiries, and/or problems. Provides follow through with timely and accurate response via the most effective communication mode (email, eltter, text, phone, etc.).
Prepares reports, compliance requirements and other business needs to support collective and individual state targets.
High school diploma or GED required.
Three (3) years' experience in a customer contact center required
Prior utility experience is preferred.
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American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants* based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.