CX Revenue Processing Specialist I

POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department: CX Revenue Operations

PREFERENCES

CIS Banner Experience Preferred

Experience with payment processing/payment analysis

Banking knowledge/experience is preferred

Basic Accounting Proficiency

JOB DESCRIPTION

CX Revenue Processing Specialist I

Salary Grade: G12

Minimum Midpoint Maximum

$38,161 - $49,608 - $61,056

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.

SUMMARY:

Under limited supervision, creates quality, value and confidence in the eyes of our customers by providing quality customer service related to the processing of daily customer payments for multiple clients by manual or automated means. On a daily basis, posts payments, processes returns, researches payment discrepancies and performs daily SOX compliance balancing functions. This position requires judgement and experience with limited direct supervision. Supports special projects as assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Processes customer payments received electronically from multiple third parties including but not limited to Western Union, KUBRA, Well Fargo, and Bank of Albuquerque Lockbox.

Processes agency payment files for customer assistance programs such as the Good Neighbor Fund (GNF) and the Low Income Home Energy Assistance Program (LIHEAP) and handles payments for special handled accounts for the City of Albuquerque, ABCWUA and Greater KUDO.

Processes customer payments received via night drop and field collections and coordinates balancing with field collections leadership.

Verifies payment information, allocates payment distributions, and balances payments posted to single and multiple accounts.

Processes return and exception items and investigates payments with incomplete information to ensure payments are posted correctly.

Makes decisions about the right course of action to take with the high volume of ACH exceptions transactions within the allotted time period with a focus on completeness and accuracy.

Reconciles daily deposits with daily file postings, executes and provides evidence for SOX compliance as it relates to balancing.

Responsible for competing electronic work queue (EWQs) for customer payment related inquiries and conducting non-routine payment research.

Processes non-payment related items, including customer requests and enrollment forms.

Handles difficult customer payment inquiries and disputes.

Applies basic accounting skills and works closely with treasury, corporate accounting, utility accounting and the account management team to ensure accurate transaction recording to support the integrity of PNMs financial reporting.

Ensures all customer and bank guidelines are followed in regard to operations, accounting, internal audit, security and confidentiality and general practices, i.e. NACHA, ACH, PCI, PII.

Ensures correct application of payment, performs in depth analysis of payments and payment processes, and aids in the creation of new procedures.

Participates with on the job training on revenue processing functions as needed and may participate in the development of training materials and procedures.

Identifies opportunities for improvements and drives dynamic change through measurable process improvements.

COMPETENCIES:

Ability to apply analytical skills, use judgement and make decisions regarding appropriate processing procedures.

Ability to demonstrate competency in multiple disciplines critical to the performance of job duties.

Ability to respond promptly to customer needs and proactively solicit dialog with customer to improve or exceed customer expectations.

Ability to influence and build consensus within a team environment where the customer experience and employee development is the focus.

Ability to identify and recommend new and innovative ideas to brainstorming sessions or problem-solving activities.

Excellent organizational skills and detail oriented.

Knowledge of basic accounting skills and principles.

Working knowledge of business office practices, company policies, rules and regulations and the ability to understand and interpret the relationship to banking and regulatory agencies.

Ability to stay current on changing guidelines and processes.

Ability to multi-task in a high volume and fast-paced environment.

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

High school diploma or GED with three to four years of related experience, or equivalent combination of education and/or experience related to the discipline.

COMMUNICATION SKILLS:

Ability to deal professionally with a broad variety of customers, client representatives, and vendors. Phone Pro skills preferred.

Ability to read and interpret documents such as safety rules, operating or complex instructions and procedure manuals.

Ability to effectively listen and get clarification in order to respond to wide range of questions and complex or difficult inquiries.

Ability to maintain and ensure effective communication, oral and written, with internal and external customers.

Ability to read, write and comprehend complex instructions, short correspondence and memos.

Ability to speak effectively before groups of customers or employees of the organization and effectively present information in one-on-one and group situations.

Ability to speak clearly and persuasively in positive or negative situations.

Excellent written and oral communication skills

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

COMPUTER SKILLS:

CIS Banner experience required.

Proficiency in all customer experience technical systems: CIS Banner, InContact and SharePoint..

Proficient use of Microsoft Office Suite and data analytic tools.

Ability to use a personal computer and database software.

Ability to enter 10-key by touch

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 interpret procedures and apply job specific knowledge in resolving recurring and non-recurring issues.

Ability to review current processes and identify deficiencies.

Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Ability to effectively present information in one-on-one or group situations to customers, clients, and other employees.

DECISION MAKING:

Ability to effectively assess information to resolve and mitigate customer or business issues in accordance procedures and applicable regulations.

Ability to interpret and make decisions based on standardized processes and procedures with little supervision.

Ability to apply policies and procedures to work environment and evaluate work for compliance.

Ability to make decisions regarding the organization of daily tasks and responsibilities to aid in coordination of workflow.

Ability to use good judgment in interactions with customers and co- workers.

SCOPE AND IMPACT:

The Revenue Processing Department handles millions of dollars daily and has a direct impact on dollar amounts posted to customer banner accounts, bank accounts and PNM¿s general ledger financial accounts. Errors made by this position can have a significant financial impact on the customer, the company¿s regulatory compliance and financial statements, and damage client/customer relationships.

PHYSICAL DEMANDS:

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).

WORK ENVIRONMENT:

Office environment.

SAFETY AND ADA STATEMENT

Safety Statement:

Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement:

If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.