Customer Billing QA Advisor

At Cleco, we're not just powering lives-we're powering a cleaner, smarter future for Louisiana. With bold investments in innovative energy solutions, we're transforming how we power our communities: smarter, cleaner, and more sustainable. This is a long-term commitment to our people and our communities because our future-and the future of generations to come-depends on it. If you're ready to make an impact where it matters most, join us at Cleco-where we're Energizing Your Tomorrow.

The Customer Billing QA Advisor is an experienced professional with knowledge of and experience with customer billing, customer systems, processes and improvement strategies, reporting, and technical system limitations and capabilities. The role is responsible for the investigation, identification, and remediation of process and system inefficiencies as well as proactively identifying potential errors and system issues that lead to customer impact. Assisting the billing, permitting, credit & collections, metering, and customer experience teams in the identification of these gaps while working to a resolution.

Key Responsibilities

• Support Customer Experience management, with audit activities including risk assessments, mediation steps, control adherence exercises, etc and coordinate with Internal Audit, Regulatory, and Corporate Controls departments

• Performs in-depth quality control analysis on billing, credit, metering, permitting, and other customer facing processes to ensure that system accuracy and data integrity is within expectations for final output to customer. This output includes the customer's bill, rates associated, and credits along with many other processes used by the customer experience teams.

• Performs random quality assurance assessments on the final output to customers to ensure that data being ingested, calculations performed, system processes taken, and final presentation of data is all in alignment with expected results and there are no discrepancies between the two.

• Perform as well as assist in the development of QA monitoring applications or processes to ensure that quality issues are identified and acted upon swiftly. After identifying issues and/or quality gaps in the systems/processes, develop remediation plans and proactive tooling.

• Evaluate and ensure that current processes and systems are designed as such to meet all regulatory, financial, and controls driven requirements for the department to maintain SOX adherence. Possess a deep understanding of the SOX controls and their placement in the Customer Experience processes. Work to ensure that Controls are met and the necessary KPI's are in place to measure success.

• Conduct special reviews, lead projects and investigations as requested by the Director, Managers, or Audit teams.

• Assist in the drafting and design of documentation required for issue identification, impact analysis, remediation plans, and other supporting information as part of an audit or compliance process.

• Contribute innovative ideas and collaborate with department managers to develop and drive continuous improvement of service delivery and processes; identify and recommend opportunities for automation or technology enhancements

• Champions a corporate culture that emphasizes transparency, integrity, safety, environmental responsibility, employee development, diversity and inclusion, customer service, and operational excellence

Qualifications

Required Education & Experience

• Bachelor's degree in Business Management, Information Systems, Finance, Accounting or related field

• 3-5+ years of related experience

• Experience with financial systems/SAP preferred

• Experience with Microsoft tools and applications required

• Knowledge of leading practices in Process improvement and Technical investigation.

• Strong data analytic skills

• Strong, problem-solving, planning, and project management skills

• Willingness and ability to learn new technologies on the job

• Proficient at functioning effectively within a team environment, present ideas and opinions in a respective and collegial manner

• Strong customer focus and employee experience mindset

• Step progression levels based on skill proficiency and scope of job

Primary Competencies

BEHAVIORAL

• Balances Stakeholders

• Drives Results

• Business Insight

• Drives Vision & Purpose

• Communicates Effectively

• Ensures Accountability

• Courage

• Instills Trust

• Demonstrates Self-Awareness

• Nimble Learning

• Strategic Mindset

• Plans & Aligns

• Safety

TECHNICAL (Core for Function)

• Core Accounting

• Financial Reporting and Data Analysis

• Industry and Business Knowledge

• Risk Management

• Business Partnering

• Project and Change Management

• Governance and Internal Control

May perform other duties as assigned.

Salary dependent on experience, skills, education, and training.