Revenue Protection Investigator

at  PrePayPower

PrepayPower is part of the Yuno Group alongside a suite of brands, including Yuno Energy and Kaizen Energy.
With almost 500 employees and growing, PrepayPower is the market leader for Pay-as-You-Go Electricity, Gas, and Broadband in Ireland.
Ranked as a top employer for five years in a row by Great Places to Work Ireland, we offer ambitious candidates a fast-paced and challenging work environment with enormous opportunities for growth.
Join us and become part of a dynamic, ambitious team putting control in the hands of our customers.

REQUIRED SKILLS & EXPERIENCE

• Previous experience in a Finance or Revenue environment would be an advantage.
• Previous utilities experience particularly within the electricity or gas area would be a distinct advantage.
• Graduates with a technical / business competence will be considered.
• Excellent communication skills with an ability to articulate complex queries to resolution.
• Proven ability to work to strict targets to achieve both individual and team objectives.
• Proven ability to work in a self-directed and organised manner.
• Experience of working with a Customer Relationship Management system beneficial.
• Strong Excel skills and good working knowledge of MS Office essential.
• Excellent numerical, analytical and creative problem-solving skills.
• Excellent verbal communication, written communication, interpersonal and presentation skills.
• Ability to engage with customers in a calm, professional and empathetic manner.
• SQL skills an advantage.

WHAT WE OFFER

• 35,000 OTE salary - 32,000 base and 3,000 target related bonus

Career Incentives & Benefits

• Competitive salary & bonus structure
• Pension Contribution Scheme
• PrepayPower Health Insurance Group Scheme & EAP with Laya Healthcare
• Great career progression opportunities in a growing company with strong market growth
• Fast-paced and friendly team environment
• Continual training and development
• Annual leave, increasing with service.
• PrepayPower Staff Tariff
• Modern offices with excellent facilities in Sandyford and the flexibility to work remotely
• Established CSR, Wellness, and Social Committees, and great social events.
• Refer a Friend Scheme
• Tax Saver Travel Tickets & Bike to Work Scheme

PrepayPower is an Equal Opportunity Employer. We believe in treating all our employees, customers, and other stakeholders with dignity and respect.
We’re looking for diverse talent and creating an inclusive workplace that delivers exceptional, innovative services for our customers. We encourage applications from people with diverse backgrounds and experiences.
PrepayPower’s mission is to give people total control and complete transparency over their energy costs. Rather than the traditional market model of short-term discounts with significant contract terms, we help customers achieve long-term savings on their electricity, gas, and broadband by putting them in control.
Our approach is customer-driven. We provide an exceptional level of service, and this has been recognised by Trustpilot, where we are Ireland’s highest-rated energy supplier.

ABOUT THE ROLE

We are looking for a target-driven Customer Account Analyst to work within the growing Revenue Protection team. This role requires an individual who has the ability to work on their own initiative and develop and refine processes as the business continues to grow.
This is a critical role to the business ensuring accuracy of customer charging, handling discrepancies and facilitating repayment negotiation.
Aspects of the role will involve fraud analysis, account management and technical consumption analysis. For this reason, strong numerical and excel skills combined with energy industry experience will be a distinct advantage.

KEY RESPONSIBILITIES

• Comparison of charging on PPP Meter to ESB Meter
• Validating that our systems are charging in line with the meter of record (ESB Networks or GNI Meters).
• Detailed account analysis including consumption validation, tariff checks, top-up checks to understand the underlying cause.
• Engaging with network operators, technicians and customers to determine the underlying cause and resolve the discrepancy.
• Escalation points for complex customer issues.
• Direct engagement with customers for escalated accounts via email and phone.
• Setup repayment plans and monitor performance.
• Management of non-performing accounts up to the point of disconnection of supply.
• Escalation of aged debt to debt collection agencies.
• Analysis and audit of technician site visit reports.
• Liaising with other departments, network operators and third parties in relation to Revenue Protection issues.
• Investigate root cause of identified issues or exceptions through to resolution.
• Administration of all Revenue customer communications e.g. mail merges.
• Monitoring of account performance re customer repayments plans.
• Supporting RP Tier 1 staff by providing guidance.
• Completion of all BAU Revenue activists accurately and on time.
• Ensure all customer queries are dealt with within SLA, resolved where applicable or moved through to the next appropriate action.
• Ensuring compliance to company procedures including all compliance and regulatory policies.
• Coordination of technician site visits with our customer service team.
• Providing regular reports to the management on all Revenue Protection activity.
• Ad hoc duties as required