Customer Accts Coordinator

Job Description

Description

Be a part of something powerful at America's premier energy provider!

At Exelon, we are united by our values and shared vision for a cleaner and brighter future. We encourage curiosity, value diverse perspectives and we never stop looking for ways to be, work and do better. We know the future is in our hands. That's why we're looking for people like you, who have the power to make a difference.

As the nation's largest utility company, we serve more than 10 million customers through six fully regulated transmission and distribution utilities: Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco). All 18,000 of us are committed to delivering safe, reliable and affordable energy to our customers, strengthening our communities, supporting a clean energy future and reducing our impact on the changing climate.

Our people are the heart and soul of our business. Whether it's powering lives, supporting communities or collaborating with colleagues, an Exelon employee is talented, compassionate, forward-thinking and inspired. We are empowered to evolve and advance our careers in an open and inclusive environment. We pride ourselves on being the kind of place where people want to come and stay. We know that investing in our employees' futures strengthens ours, which is why we offer competitive compensation, incentives and health and retirement benefits.

PRIMARY PURPOSE OF POSITION

• Receives and handles complaints, inquiries and requests regarding lost payment cases, bank encoding errors and automatic change name program instructions.
• Transfers payments to and from customers' accounts using proper payment application codes, and makes all necessary adjustments to their bills.
• Communicates to various banking institutions regarding errors on customers' personal checking accounts.
• Performs chargebacks on customers' accounts based on instructions from banks and verifies the customers' checking accounts have been adjusted for all charges.
• Notifies customers by telephone or written correspondence after investigations have been completed.
• Answers questions from customers and banking institutions concerning payment application, chargebacks, and non-sufficient checks.
• Resolves various inquiries from other departments on how to correct customers' accounts.
•  Also, administers BGE's Automatic Change Name Program for property managers and landlords. Receives and processes requests involving setting up new service agreements, canceling agreements, adding and deleting properties to existing agreements and making mailing address changes.
• Processes service orders when completing change of ownership requests.
• Handles customer contact from property managers and call center representatives.
• Responsible for tracking bank errors, electronic payment errors, and Revenue Processing errors.
• Routinely uses Customer Information System (CIS)
• Uses Case Management System and Microsoft Word to complete case documentation.
• Prepares statistical data for monthly reporting of activities.
• NOTE: Subject to mandatory overtime due to operating conditions.
• Production records maintained.

Qualifications

MINIMUM QUALIFICATIONS

• Demonstrated oral and written communication skills
• Ability to use Microsoft Office software and knowledge of BGE's Customer Information System (CIS).
• Demonstrated customer service experience
• Experience with Microsoft office products (Excel, Word and Outlook)
• Ability to work cross-functionally across business organizations
• Ability to work independently
• Must sign a release form authorizing a credit check.
• Education/Experience: Over three years experience in Revenue Processing/Customer Care/Investigations and Billing Services or equivalent combination of formal education/training and experience.