In this role as part of the billing department, you'll be the support person for customer billing queries after initial training. You'll analyze reports, manage account changes, address billing issues, and ensure smooth financial transactions for our customers. In addition, you will play a key part in ensuring the smooth operation of our Lifeline program. You'll be responsible for managing a variety of tasks, including processing errors, handling account transfers and recertifications, providing benefit support to customers, and responding to inquiries from internal staff.
Responsibilities:
- Data Analysis and Reporting: Analyze reports generated by our billing engine Rev.io, identifying issues such as duplicate lines and negative MRC. Research and resolve discrepancies to maintain accurate billing records.
- Account Management: Handle account merging requests, ensuring a seamless transition and accurate billing for all parties involved.
- Billing Resolution: Address commercial billing issues and implement necessary changes to customer accounts.
- Payment Processing: Process credit card refunds and initiate chargebacks when necessary.
- Bill Management: Generate new bills for mid-month package changes or upon customer request. This may involve prorating charges and ensuring accurate invoicing.
- Free Service Accounts: Set up free service accounts according to established guidelines.
- Email Bill Resolution: Investigate and resolve cases of email bill rejection, ensuring customers receive their statements promptly.
- Lifeline Error Resolution: Identify and address Lifeline error reports. This includes tagging accounts, contacting customers to understand the issue, attempting fixes within NLAD, and verifying that the resolution is reflected in the submission file.
- Lifeline Account Management:
- Transfers: Download transfer-out files from NLAD twice weekly. Notify affected customers of the transfer, tag their accounts accordingly, and update billing to remove the Lifeline package.
- Recertifications: Handle failed recertifications using a similar process to transfers, but focus on re-enrolling customers within NLAD.
- Customer Support:
- Provide benefit support to customers experiencing issues with Lifeline approval. Investigate the root cause and guide them towards a successful outcome.
- Respond to emails from agents and sales representatives regarding Lifeline questions. Ensure clear and accurate information is provided.
Qualifications:
- Strong analytical and problem-solving skills.
- Excellent communication skills, both written and verbal.
- Ability to work independently and manage multiple tasks simultaneously.
- Proficient in computer skills, including Microsoft Office Suite and web applications.
- A passion for helping others and ensuring program integrity.
- Familiarity with Lifeline program regulations (a plus).