Southern California Edison Business Analyst – Third Party (ABU2) in Irwindale, California
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About Customer Service:
Customer Service shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is focused on meeting the fundamental expectations of our diverse customer base. Customer service functions include customer service transactions, demand side management & customer care programs and business customer account management functions. Over the next several years, a priority in Customer Service is to pursue an operational and service excellence-focused strategy and service model. This strategy and service model was developed to improve cost efficiency and maintain customer satisfaction in an environment where customer expectations and needs are changing rapidly. This will require new approaches in completing core customer service transactions and improving the customer experience.
This Analyst performs an essential function within the Customer Billing Organization by ensuring work is performed in compliance with CPUC Tariffs and Rules and SCE policies and procedures. The Third Party Desk acts as the liaison between SCE’s customers and Third Parties. Since deregulation, many SCE customers have opted to allow an independent agent (Third Party) to act on their behalf to receive information pertaining to their utility bill. Third Parties can include Rate Consultants, Energy Service Providers, or SCE affiliates. In order for the Third Party to provide services to their clients, they must have the cooperation of the local utility to obtain customer specific information relating to their clients’ billing and usage history.
Handles all incoming Customer Authorization for Release of Information (CISR) forms received from Third Party vendors.
Reviews forms to verify accuracy and completeness prior to extracting data required to satisfy CISR form requests.
Business Objects, BCRS program & CSS database are tools used to retrieve and analyze data and information used in CISR fulfillment. Analyst must accurately record information used in completing operational reports.
Resolves vendor inquiries, issues and problems to ensure that appropriate action is taken to satisfy the customer, internal SCE customers, and CPUC in compliance with policies, procedures, tariff rules and rates.
Develops strategies and processes to efficiently manage data extraction, data aggregation, data analysis and exchange, with proper safeguards to protect customer privacy.
Handles incoming Customer Authorization for Release of Information (CISR) forms received from Third Party vendors, reviewing for accuracy and completeness. This applies to routine CISRs as well as CISRs related to EEMIS, Rule 24, Prop 39, PEV, etc.
Two years of experience in researching, analyzing, and interpreting complex data.
Experience using analytical and problem-solving skills
Experience using multiple sources of data to determine solutions.
Experience using Microsoft Word, Excel, (PowerPoint and Access preferred).
Two or more recent years of experience using the Customer Service System (CSS).
Experience with SAS, SharePoint and EDMRM.
Experience leading customer service optimization projects that draw on analytics, deductive reasoning and problem solving, including experience with escalated customer issues.
Must have working knowledge of Rules, Rates, and Tariffs and Revenue Services departmental policies
Experience managing relationships and interfacing with all levels of employees including executive management and subject matter experts.
Experience making recommendations to senior leadership.
Experience creating project management plans that specify charter, scope, cost estimates, schedule, milestones and target dates, and risk management plans.
Effective resource and project planning, decision making, results delivery, team building, and the ability to stay current with relevant technology and innovation.
The primary work location for this position is Irwindale, CA.
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
Policy Statement for Protected Veterans and Individuals with Disabilities at http://www.edison.com/content/dam/eix/documents/careers/2014-EO-policy-statement.pdf
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of nearly 14 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
Southern California Edison is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
If you require special assistance or accommodation while seeking employment with
Southern California Edison, please call Human Resources at (800) 500-4723, and choose option 3 for the Employee Information Center. Representatives are available Monday through Friday, 8 a.m. to 4 p.m., Pacific time, except Wednesdays when the center closes at 2:30 p.m., and holidays, or (800) 352-8580 (Telecommunications device for the hearing impaired - TTY).
Title: Business Analyst – Third Party (ABU2)
Requisition ID: 71019153