Supv, Customer Experience at Southern Company

Naperville, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Mar, 26

Salary

0.0

Posted On

06 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Care, Bankruptcy Processing, Credit Investigation, Project Management, Interpersonal Skills, Communication, Data Analysis, Compliance, Team Leadership, Performance Management, CC&B Systems, Problem Solving, Training Coordination, Regulatory Knowledge, Time Management, Planning, Organization

Industry

Utilities

Description

Job Summary: The position is responsible for supervising and providing support to staff tasked with processing bankrupt accounts, as well as overseeing credit investigation and collection activities. In this capacity, the role ensures that the team effectively manages all aspects of bankrupt account handling and credit-related processes. The role involves supervising a team, collaborating with attorneys, researching accounts to support legal counsel, responding to legal inquiries, and preparing evidence for court. This ensures accurate and complete information in legal proceedings. Additionally, the position coordinates IT activities as Project Testing Lead on Credit projects, aligning system updates with business needs. It also sets and monitors staff objectives, provides coaching and feedback, and evaluates performance to meet departmental standards. Job Responsibilities & Accountabilities by Competency Functional Expertise: Ensure thorough understanding of industry, regulatory, and legal requirements, maintaining compliance across the team. Oversee bankruptcy account processing, guaranteeing all requisite documentation is compiled, completed, and filed with relevant court or legal entities. Provide detailed business rules and technical input to IT regarding Illinois Commerce Commission (ICC) and legislative changes. Conduct regular reporting and daily tracking of progress. Manage staff to uphold comprehensive knowledge of standard practices, policies, and compliance obligations. Supervise employee activities to support achievement of departmental objectives. Monitor and evaluate operational performance against defined targets and metrics, including service levels, productivity, and quality. Manage the Red Flag Program for compliance. Identify, address, and resolve system disruptions within CC&B. Collaborate with training teams to accurately document procedural updates. Demonstrate proficiency in CC&B systems. Lead end-to-end project management, encompassing requirements gathering, testing, implementation, and post-implementation review. Business Acumen: Oversee and ensure appropriate use of policies for bankrupt accounts Analyze and interpret data, trends, and identify issues to formulate solutions to improve efficiency Manage labor issues and lead projects Align work processes in compliance with Credit’s policy and processes Influence business decisions through root cause analysis, process validation, best practice research, and timely communication Implement best practices to improve the customer experience Analyze and interpret business data and information Communicate with multiple levels of personnel the organization Conflict management Engagement: Provide status reports regarding bankruptcies to Credit leadership Possess excellent interpersonal and communication skills to influence and motivate change Lead meetings with peer groups and leadership to discuss trends and process improvements Manage peer relationships Provide effective direction and communication necessary to achieve departmental goals Provide a positive and supportive environment that encourages productivity and safety Work with IT and regulatory on interpretation of changes from the Illinois Commerce Commission Lead and manage teams for all projects involving the Credit Department Work with lawyers to ensure proper bankruptcy procedures are being followed Driving Results: Proactively put actions into place after analyzing data and identifying trends to improve metrics Implement follow-up activities to monitor and measure progress Accountable for employee performance management Accountable for employee development and coaching Responsible for driving results, setting expectations, prioritizing work, evaluating results and taking corrective action as needed Meet departmental goals on a consistent basis Ensure that all project timelines are met with a high level of accuracy Qualifications Education, Certifications/Licenses: Required: High school diploma or equivalent 3-5 years combined experience with utilities or Customer Care experience Or Equivalent academic education and work experience Preferred: BS/BA Degree in Business Related Work Experience: Required: 2-3 years supervisor experience Related experience in the energy industry Excellent CC&B skills Project Management Or Any combination of education and work experience which permits the candidate to meet position work requirements. Specific Skills & Knowledge: Required: Excellent verbal and written communication Project Management experience Interpersonal skills Planning and organization Time and task management Customer Information Systems (CC&B) - proficiency MS Office - intermediate proficiency Working Conditions/Physical Requirements: Some business travel (0 - 10% travel) Incumbent may be required to travel on a very limited basis. Trips may require air travel and/or overnight stay away from home for one or more nights. Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Responsibilities

The role involves supervising a team responsible for processing bankrupt accounts and overseeing credit investigation and collection activities. Additionally, it includes coordinating IT activities related to credit projects and ensuring compliance with industry regulations.