Business Analyst III, Credit & Collections(Tulsa or OKC)

Job ID: 5769

Functional Area: Customer Service

Position Type: Full-Time Regular

Relocation Provided: No

Internal / External: Internal and External

Experience Required: 3 - 5 Years

Position Description:

Job Posting End Date: April 15th

Are you being referred by a ONE Gas employee? If so, reach out to that connection and ask about the employee referral program. They can send you a link to apply directly so they can receive credit!

Role Summary:

What You Will Do

Develop and execute customer service strategies, including call routing, real time management, bad debt management, forecasting, scheduling and capacity planning.

Manage collections vendors, projects, and analytics.

Serve as lead liaison with vendors, information technology, customer service, field operations, contract administration, and legal.

Design and implement systems to manage workload requirements staffing, vendor, and project needs.

Collaborate with the Information Centers, Business Offices, and Field Operations to develop and implement real time management strategies to handle customer inquiries or collections tasks.

Develop and execute on strategy to effectively manage workload requirements in both business office and contact center functions.

Meet with vendors, IT, and Customer Service to review/discuss performance and projects; provide solutions to performance or project issues/challenges.Identify risks and roadblocks during planning, implementation, and closing.

Develop alternatives to address risk mitigation, budget impacts, and other changes.

Provide analytics and reporting for operational, financial and resource decision-making.

Implement forecasting strategies to predict future staffing or vendor needs and develop a variance analysis process to articulate deviations from plan.

Responsible for overall strategy and implementation of process flows to maximize the efficiency of our systems.

Collaborate with internal and external groups to execute changes to Customer

Design, develop and implement planning models based on expected capacities to drive development of financial plans and strategies.

Leverage existing technology and evaluate new technologies to best meet the needs of our customers and processes.

Regular and reliable attendance is required in performance of job.

Employee may perform additional responsibilities as requested.

What You Will Need

Minimum Bachelor's Degree

Experience administering advanced Workforce Management Systems such as Aspect eWFM, IEX Totalview, Community, etc.

Experience developing and implementing real time management procedure and capacity planning models.

Working knowledge with routing and IVR scripts in high-volume ACD environments using systems such as Avaya, Genesys, DebtNext, LexisNexis, etc.

Experience with and thorough knowledge of company customer services functions, policies and procedures.

Working knowledge of distribution field and service operations.

Experience with the application of math and algebra and demonstrated ability to develop and execute on business case.

Experience in use and function of office equipment including microcomputers and applicable software.

Experience and/or training related to:

Experience monitoring, evaluating, and developing policies and procedures to ensure compliance with governmental rules and regulations applicable to position.

Experience researching, preparing, and composing reports, guidelines, cost analyses, procedures, training materials, budgets, presentations, and correspondence.

Experience reviewing and interpreting company policies and procedures, manuals, federal and state governmental regulations, vendor information, publications, contracts, reports, and correspondence.

Experience interacting, advising, and communicating effectively.

Experience creating, promoting and managing a safe work environment.

Experience developing information and conducting group presentations.

Demonstrated ability to read and write fluently in English.

Minimum Applicable driver's license.

Mobility to travel in and around office facilities.

Communicate and/or exchange information or instructions; conduct oral presentations.

Visual ability sufficient to perform job duties.

Diversity at ONE Gas

Inclusion & Diversity is so important to us that we made it one of our core values, values that guide and direct our actions as we go about our daily business. We know that every employee makes a difference and contributes to our success through their unique talents and abilities. We also acknowledge that we can accomplish great things by listening and learning from each other.

ONE Gas has great benefits! Here are just a few:

Position Requirements:

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of One Gas. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

ONE Gas, Inc., and its divisions will provide equal employment opportunity for qualified persons without regard to sex, race, religion, color, national origin, ethnicity, age, sexual orientation, gender identity or expression, disability, military status or genetic information.