Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas. At Consumers Energy, our customers are at the heart of everything we do. Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us! Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of Michigan's 10 million residents in all 68 Lower Peninsula counties.
DEPARTMENT SUMMARY
A Revenue Assurance employee investigates utility fraud and theft, identity theft and validates identity of customers to comply with the FACTA regulations. It requires the employee to independently investigate and resolve a variety of complex customer inquiries including theft and fraud investigations both in the field and the office, unauthorized use, FACTA validations, identity theft reports, collections, negotiations, complaints, scheduling service work, payments and assistance programs. These inquiries and contacts require the ability to negotiate with and counsel the customer, provide testimony in court proceedings, work closely with law enforcement on investigations, utilize negotiation and counseling skills as well as explain Company policy and procedures along with following MPSC rules and regulations.
JOB DESCRIPTION/RESPONSIBILITIES
•Responsibility for investigating theft in the office and field through extensive internet research, assessors, court documents, SAP records, skip tracing and documentation provided to the company
•Comply with all safe standards for operating a company vehicle
•Counsel customers via phone/email/face-to-face including negotiations and dealing with aggressive customers
•Performing corrective action to make condition safe in the field, utilizing field training or calling in orders for other work groups
•Modifying cases in Theft/Fraud Dashboard
•Interact with customers on all levels of the company relationship including theft/fraud investigation, prosecution, payment negotiation, investigatory process and identification validation
•Train and mentor new employees along with participating in special projects/committees as assigned
•Professionally interact with law enforcement and legal entities along with providing expert testimony in court proceedings
•Responsibility for transactional elements; detailed report writing, utilizing fraud/theft dashboard, filing, legal case preparation, filing police reports, etc.
•Investigate instances of employee theft/fraud
REQUIREMENTS/QUALIFICIATIONS
•High School Diploma or Equivalent
•Typically requires two or more years of working experience as a Customer Service Revenue Recovery Specialist II (or four or more years of progressively more responsible working experience in a customer service related field)
The following skills will set you apart from others:
•SAP front office experience
•Extensive internet experience
•Strong communication skills
•Microsoft Office
•Knowledge of electrical/gas systems
•OQ Certifications (for theft field)
•Rubber Good training (for theft field)
•Substation Training (for theft field)
•Investigative skillset
•Valid drivers license (for theft field)
•Ability to prioritize
•Lead, train and coach employees
•Understanding of MPSC rules and regulations
•Excellent problem solving and decision making skills
•High level of confidentiality and ethical standards
•Ability to utilize a computer for record keeping, report writing, etc.
•Ability to assess a residential situation; walking on property in order to access meter; navigate through yards, fences, gates, etc.
•Ability to perform complex analytics and make critical decisions efficiently and effectively
•Perform field investigation to determine scope of theft and corrective action.
•Maintain standard operating procedures, job aids and best practices.
•Abide by all MPSC (Michigan Public Service Commission) rules and regulations
This position will be filled at the level commensurate with the selected candidate's skills and education using the Revenue Recovery job family. This position can be filled in Saginaw or Flint.
Essential Functions
Abides by, enforces and participates in the implementation and ongoing oversight of Company standards and regulations. Works with customers, former customers and third party collection agencies in attempting to mitigate losses. Reviews and analyzes customer's financial information, payment history and negotiates a structured workout that serves both parties and results in a lower loss than the loss... For full info follow application link.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, , orientation, gender identity or national origin.
