Manager - Billing & Revenue Recovery

Job Title: UIL Manager- Revenue Recovery

Reports to: Vice President, Customer Service – CT/MA

Office Location: Orange, CT

Salary: The base salary range for this position is dependent upon experience and location, ranging from $138,343.2‬0-$172,929

Responsibilities

Directs all Credit & Collections and Low-Income program operations for UIL Companies including UI, SCG, CNG, and BGC including following responsibilities:

• Provide leadership and guidance in the management of four companies’ revenue recovery activities n geographically divided locations. Coordinate work efforts and focus on achieving performance targets which for teams which include supervisors, analysts, and union employees represented by four different unions.
• Manage collections processes, systems, and vendors and set collection strategies to minimize accounts receivables (~$72M Arrears) and uncollectibles (~$24M annually).
• Manage low-income programs including multiple matching payment plans; discount rates; and hardship protection.
• Manage CT Energy Assistance programs and communication; program brings in $23M in payments annually.
• Liaison with Dept of Social Services (DSS) to maintain relationship and share data to maximize financial support for low-income customers.
• Manage Credit & Collections back-office responsible for high balance collections, balance transfers, dunning lock review, consumer advocates, payment arrangements, field collection strategy, and life support customers.
• Maintain a thorough working knowledge of all local, state, and federal policies, procedures, and regulations and how they relate to customer service activities. Act as a liaison with various regulatory and community agencies.
• Provide supervision, coaching, counseling, and performance feedback to team members. Assist with routine personnel issues.
• Collaboration with various business areas (Field Operations, Control, Risk, Regulatory, etc.) to execute collection strategy.
• Maintain positive working relationship with all Companies’ union leadership and represent the Companies in contract negotiations.
• Assist with the resolution of difficult escalated customer complaints as needed, identifying root causes and follow up action items.
• Establish and manage department budgets.

Skills and Requirements

Education & Experience Required:

• Bachelor’s degree with 7 years relevant experience in credit & collections, finances, and/or billing operations (or significant and advanced experience in these fields for over 10 years) required.
• Experience with utility business processes in the areas of: Billing and Invoicing; Dunning, Device Management; Front Office (including Electronic Bill Presentment and Bill Print); and/or Customer Information Analytics.

Skills/Abilities:

• In depth change management skills and the ability to lead effectively in different work environments, geographies, and demographics both within and outside the Company.
• The position requires developed leadership skills, analytical thought processes and the ability to work well with multiple groups including regulatory agencies, external stakeholders, end users, process owners and the IT SAP Support Group.
• Ability to manage employees in a unionized and salaried workforce.

• Knowledge of customer billing, accounting, and collections processes.
• Ability to balance the administration of budgets, staffing needs, and performance management goals and objectives.
• Excellent analytical, interpersonal, verbal and written communication skills.
• Proficient in Microsoft Excel, Word, and Power Point applications
• Strong problems solving, prioritization, and project management skills

Additional Success Factors:

• The position requires developed leadership skills, analytical thought processes, and the ability to work well with other leadership within various business areas.

• Demonstrated effectiveness facilitating teams across geographic areas and operating companies to integrate toward consistency when practical and feasible.
• Proven ability to manage multiple strategic deliverables on-time.
• Demonstrated ability to manage budgets and staffing needs in order to meet performance goals and objectives.

Competencies

• Business global view
• Communication and influence
• Customer orientation
• Flexibility and globalization
• Initiative
• Innovation and inventiveness
• People development
• Results achievement and continuous improvement
• Team Work
• Team management

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Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country

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Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Renewables

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