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Retail Billed Analyst

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Job Description

Retail Billed Analyst Job Purpose:  Under direct supervision is responsible for analyzing and resolving transaction exceptions related to timely billing and accurate delivery of the bill.  Interacting and providing support to operating groups across Direct Energy to resolve issues, meet business objectives, improve the performance of the operation and promote customer satisfaction.  Continually analyzes processes to identify improvements in operating practices and procedures to reduce risk and increase operational effectiveness.


  • Business related Bachelor’s degree or 2-3 years of equivalent work experience
  • Strong analytical and organizational skills
  • Highly developed interpersonal skills
  • Strong written and oral communications skills
  • Good keyboard and Microsoft Office skills
  • Ability to manage and adapt in an extremely busy, and frequently changing environment
  • Ability to work effectively under pressure and within time constraints.
  • Flexibility to work some evenings and weekends
  • Dependable, dedicated and conscientious with the ability to manage multiple tasks, other business unit and utilities inquiries
  • Experience and understanding of the electric industry is an asset
  • Prior experience with a utility or Telecommunication company a plus


  • Investigate and resolve billing exceptions & rejects within the CIS or ancillary systems within defined timeframes
  • Perform root cause analysis and related corrective actions for any billing issues, driving strategic and sustainable resolutions
  • Evaluate and implement improvements to existing processes and procedures to increase the effectiveness, efficiency and quality of the work
  • Execute defined operational controls to ensure audit requirements are met
  • Provide support in the resolution of escalated issues regarding customer inquiries and complaints
  • Oversee and support outsourced vendor(s) by ensuring timeliness and quality of work
  • Understand public utility rules and regulations and the impact it has on operational processes and/or effectiveness
  • Other duties as assigned

The IndividualDirect Energy and its subsidiaries are a Equal Employment Opportunity
employer--M/F/disability/protected veteran status