Customer Experience Operations Associate - Timekeeping

About Ameren Missouri

Ameren Missouri has been providing electric and gas service for more than 100 years, and our electric rates are among the lowest in the nation. Ameren Missouri's mission is to power the quality of life for our 1.2 million electric and 132,000 natural gas customers in central and eastern Missouri. Our service area covers 64 counties and more than 500 communities including the greater St. Louis area

Position(s): 1

Hourly Rate Range: $26.47 - $31.73

Revision Date: 8/24/2022

Area/Div: 0101

DUTIES:

Under indirect and intermittent supervision, with the ability to work as part of a team and to work independently in work requiring the exercise of considerable judgment to perform a wide variety of moderately complex to complex support duties for the Customer Experience Operations departments of Credit, Customer Advocacy and Customer Accounts. This includes but not limited to the following:

Ensure accuracy and resolve issues and errors involving incorrect data entries, calculations, etc.

For business reasons, serve as a staff resource for the Customer Experience Operations departments.

Create and distribute department's weekly and monthly reports, as directed.

Perform clerical duties, such as, typing, filing, printing, ordering supplies and mail.

Enter time for Customer Experience Operations departments, as needed. Resolve disputes in a manner which reflects well upon the Company.

Provide timely updates on the workload and areas of concern.

Perform special assignments on an as needed basis.

Plan and organize meetings, travel, and department training.

Prepare spreadsheets, presentations, and reports, as directed.

Enter adjustments and exceptions utilizing time reporting software. Complete entries according to payroll schedule.

Reconcile discrepancies with absences and exceptions (vacation, doctor time, overtime, etc.) for team members.

As needed and within the absence database, create daily entries and check for accuracy on prior entries. Run daily reports and enter absences into multiple systems.

Determine vacancies and work with supervisors to determine overtime. Prepare canvass sheet for daily canvassing, entering any schedule changes or time off. Canvass team members according to union guidelines and overtime equalization list. Notify supervisors of overtime and enter in absence database.

Update, maintain, and distribute overtime equalization lists, every two weeks.

Track and enter corporate-assigned course completions in HR learning management system.

When Assigned to Credit Work:

Review residential and commercial accounts in collections and make recommendations to Credit Advisors regarding disconnection of service, where appropriate.

Compile and provide information to assist Credit Advisors with special cut decisions.

Search for other, related, outstanding debits as they relate to pending refund reviews.

Offer pay agreements per structured guidelines.

Make deposit decisions per Ameren guidelines.

Work with Credit Advisors in handling credit and collection adjustment matters.

Assist Credit Advisors as they support Ameren's internal customers.

Resolve past due construction, rental, damage and scrap billing through interaction with billed parties, third parties and Company personnel.

Support the damage claim process with letters, call backs and support work.

Seek guidance from supervision and Credit Advisors on non-routine credit situations.

When Assigned to Customer Advocacy Work:

Review and scan checks and resolve all rejected scanning issues as identified by our payment processor. Determine if issues should be escalated to the Credit Advisors or Supervision.

Make phone calls to agencies and to employees when needed.

Add, delete and maintain the EA portal database users and contact EA agencies to resolve expiring pledges.

Assist with outreach and training events preparation, follow up and close out including tabulating results (attendance, alerts/PADD/paperless enrollment, EA, etc.) and updating the events spreadsheet and calendar.

Assist with the coordination of the Dollar More vendor program and other fundraising associated with EA programs.

Update and maintain Customer Advocacy and Energy Assistance SharePoint site and the CS/Assist database

Communicate timely updates to the contact center and other departments regarding available energy assistance and other basic needs resources

Assist with the coordination and distribution of the quarterly EA agency newsletter

Perform Keeping Current welcome calls and coordinate regular and annual customer communications including, annual Cold Weather Rule communications and annual registry renewals

Enter data for the department's weekly and monthly reports including, but not limited to the MPSC Cold Weather Rule report and the St. Louis City Gross receipts report

Hold confidential customer information

Apply appropriate Company policy and Public Service Commission regulations.

When Assigned to Customer Accounts Department (CAD) Work:

Build daily work lists of residential, small commercial, large commerical, and industrial accounts to be reviewed and distribute work accordingly.

Type and mail manual bill statements (bills that don't add down) after corrections have been determined.

Support damage claims, stopped meters, switched meters, taxes and other processes with letters and support work.

Support the department by maintaining CAD filing systems.

Communicate to internal customers as needed (Margin Analysis, General Accounting, Audit, Regulatory, etc.).

Serve as a subject matter expert resource for persons assisting with Customer Accounts related work.

Perform other duties as assigned.

Hold as confidential information relating to customers' accounts.

CONTACTS:

With supervisors, employees in other departments, outside contractors and other business entities.

With customers, in supplying information relating to customers' bills or accounts.

QUALIFICATIONS:

Associate degree or sixty (60) credit hours toward a bachelor's degree required from an accredited university, college, or business school with at least 6 semester hours of accounting, finance or economics, with a passing grade of "C' or better. Accounting classes can include Accounting I, Accounting II, Managerial Accounting, Financial Accounting, Cost Accounting, and Intermediate Accounting, with a passing grade of "C" or better.

Three or more years of accounting, billing, or financial experience within the last five years will satisfy the education requirements.

Two years of customer service experience preferred.

Must pass EEI SASS Basic Clerical Aptitude Battery (BCAB) and the SASS Data Entry.

Must have a good command of English and be able to speak clearly; have the tact and diplomacy essential for customer contacts relative to the job; effective letter writing skills; patient, courteous and professional.

Must have ability to resolve disputes in a manner which reflects well upon the Company.

Skilled in Microsoft Office (Word, PowerPoint, Excel).

The ability to work as part of a team and to work independently as needed.

OTHER:

Candidates must be able to perform the essential functions of the job with or without reasonable accommodation. The Company will provide reasonable accommodation in appropriate circumstances when consistent with applicable law.

Hourly Pay:

If end date is listed, the posting will come down at 12:00 am on that date:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, genetic information, military service or status, pregnancy, marital status, sexual orientation, gender identity or expression, or any other class, trait, or status protected by law.