Revenue Assurance Specialist
This position is posted until filled.
Salary Grade: G11
Minimum Midpoint Maximum
$40,704 - $52,916 - $65,127
Given the financial nature of this position, this position has been defined as a position Requiring a credit check. Prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check.
Under limited supervision, creates quality, value, and confidence in the eyes of our customers by providing quality customer service related to credit and collections inquiries and transactions. Supports credit business processes related to accounts receivable transfers, bad debt transfers, collection agencies, bankruptcies, deposits, payment refunds, landlord collections, letters of credit, surety bonds, ID theft claims and medical certificates. Provides input to management regarding necessary or recommended changes to procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Performs credit and collections activities related to: accounts receivable transfers, bad debt transfers, collection agencies, bankruptcies, deposits, payment refunds, landlord collections, letters of credit, surety bonds, ID theft claims and medical certificates.
Processes credit and collections reports: skip trace, bad debt select, new commercial customer deposit, apply/refund deposit, unapplied deposit, medical certificate expiration, monthly aging, inactive forecast, batch A/R transfer, medical certificate write-off, abandoned property, outstanding refund, inactive and active credit and other ad hoc reports as required.
Processes credit and collections technical transactions related to move in, move out, transfer of service, bank draft, budget billing adjustments, medical certificates, agency assistance programs, miscellaneous adjustments, and refunds.
Resolves a wide range of difficult/challenging inquiries and complaints through telephone and e-mail inquiries in an effective, professional, and courteous manner for customers and internal PNM associates.
Reduces revenue losses by implementing existing business practices and advanced experiences that apply to collection costs, bad debt recovery, enforcing deposit policies, and identifying other areas of potential exposure and maintaining statistical information.
Applies basic accounting skills and works closely with treasury and accounting to ensure accurate transaction recording to support the integrity of PNM's financial reporting.
Identifies opportunities for improvements and drives dynamic change through measurable process improvements.
Provides assistance to other customer experience employees regarding technical inquiries.
Provides and completes training and assessments on a wide range of credit and collections subjects; may serve as a specialist in development of credit and collections training.
Provides assistance to other areas of Revenue Operations as needed.
In-depth knowledge and understanding of all credit and collection procedures and practices.
In-depth knowledge of complex customer service transactions.
Ability to manage difficult or emotional customer situations, while maintaining a professional and courteous demeanor.
Ability to respond promptly to customer needs and to solicit dialog with customers to improve or exceed customer expectations.
Ability to respond to customer requests for service and/or assistance with a sense of urgency.
Ability to add new and innovative ideas to brainstorming sessions or problem-solving activities.
Ability to demonstrate competency in multiple disciplines critical to the performance of job duties.
Ability to handle recurring and/or special customer problems that require judgment and creativity.
Demonstrated ability to meet or exceed department standards.
MINIMUM EDUCATION AND/OR EXPERIENCE:
High school diploma or GED with three to five years of related experience or equivalent combination of education and/or experience related to the discipline.
Must have successfully completed any and all required training.
Ability to write complex correspondence and maintain and ensure effective communication, oral and written, with internal and external customers.
Ability to deal professionally with a broad variety of customers, client representatives, and vendors. Phone Pro skills preferred.
Ability to read, write and comprehend complex instructions, short correspondence and memos.
Ability to speak effectively present information in one-on-one and group situations.
Ability to speak clearly and persuasively in positive or negative situations.
Ability to effectively listen and get clarification in order to respond to a wide range of questions.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percentages.
CIS Banner experience required.
Proficiency in all customer service technical systems: CIS Banner, InContact, SharePoint, PeopleSoft.
Proficient use of Microsoft Office Suite and data analytic tools.
Ability to use a personal computer and database software
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply in-depth customer service understanding to carry out detailed and involved written or oral instructions.
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
Ability to identify and solve practical problems involving complex issues in a wide range of situations and deal with a variety of concrete variables where only limited standardization may exist.
Ability to effectively assess information to resolve and mitigate customer or business account, credit and collection issues in accordance procedures and applicable credit, bankruptcy and collection regulations.
While performing the duties of this job, the employee is regularly required to sit, talk and listen for long periods of time. Manual dexterity required. The candidate may be required to lift/move up to 10 pounds. Vision requirements include close vision (clear vision at 20 inches or less).
EQUAL OPPORTUNITY STATEMENT
PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.
About this Employer
PNM Resources is an energy holding company based in Albuquerque, N.M., with 2020 consolidated operating revenues of $1.5 billion. Through its regulated utilities, PNM and TNMP, PNM Resources provides electricity to approximately 800,000 homes and businesses in New Mexico and Texas. PNM serves its customers with a diverse mix of generation and purchased power resources totaling 3.0 gigawatts of capacity, with a goal to achieve 100% emissions-free energy by 2040. PNM Resources is publicly traded on the New York Stock Exchange as PNM.
PNM Resources strives to create enduring value for customers, communities and shareholders built on a foundation of Environmental, Social and Governance Principles. At the core of our business we are focused on our Vision, our Purpose and our Values.