Team Leader Revenue Protection and Field Services

WBS, a subsidiary of WEC Energy Group, is seeking a Team Leader Revenue Protection and Field Services in our Chicago IL Location.

Job Summary

The primary responsibilities include managing the daily activities of the Revenue Protection and Field Services functions and supervising the Revenue Protection and Field Services field and administrative support staff.

Job Responsibilities

The Team Lead of Revenue Protection and Credit & Collections Field Services is responsible for managing a staff of employees engaged in investigating theft and fraud against the corporation as well as directing activities of C&C Field Services employees. The Team Lead is also responsible for creating policy and procedure to assist in the mitigation of safety risks/hazards associated with energy theft and C&C Field Services.

• Responsible for managing Revenue Protection and Collection field and office processes

• Ensures that all employee and customer’s needs are met in a safe, efficient and timely manner through the effective management of personnel, equipment and materials.

• Educates and reinforces the use of safe work practices and ensures compliance to Wisconsin/Michigan commission rules and regulations and OSHA regulations.

• Demonstrates a sound knowledge of department/corporate goals and policies in order to develop expectations and direct work,

• Continues to improve skills and acquire new skills; maintains knowledge of corporate and department tools, systems, policies and procedures.

• Monitor performance of Revenue Protection employees and Collections Field Service employees (absence reporting, scheduling, productivity, work volume etc.) to achieve high levels of accuracy and productivity.

• Interview, hire, on-board, and train employees.

• Provide direction, coaching, counseling, discipline, continued education and development to team members.

• Assist Field Service Manager in development and implementation of WEC overall Revenue Protection Plan

• Utilize data analytics to drive continuous improvement Represent WEC interests to metering security device suppliers, and organizations such as the Midwest Energy Theft Association and the International Revenue Protection Association.

• Ensures that service levels meet customer needs and corporate goals.

• Provides process documentation and improvement, sets service levels for work, adjust schedules, work rules or procedures, as needed, to accomplish objectives.

• Ensures proper administration of all union contract provisions and management of union concerns.

• Supports administrative team members investigating Billing Disputes and Identity Theft claims to protect against unnecessary losses and to ensure Red Flag compliance.

• Monitors administrative team to ensure timely response to Subpoena and other legal inquiries.

• Provide expert testimony in civil and criminal court actions

• Supports customer satisfaction initiatives by investigating and providing timely responses to PSC Complaints; Executive Complaints; Pump it Up referrals; We-Care and Supervisor Call backs; customer disputes; escalated calls and inquiries from governmental agencies.

• Works with other utilities and Public Service Commission to educate on handling energy theft or fraud situations Provides statistical tracking and status updates of the Revenue Protection Administrative Support staff

• Effectively designs, develops and delivers presentations and training to all levels of management, internal and external staff.

• Develops and maintains on-line training tools including the department On Line Encyclopedia. Oversees, and coordinates work performed by outside contractors.

• Acts as the liaison to Government Agencies. Trains agencies and contractors to comply with Wisconsin legal requirements.

• Prepares and conducts staff meetings.

Minimum Experience Required

• A minimum of an Bachelor‘s degree in Business or related field. Candidates with 10 years of experience in a collection, legal, customer operations or customer service/call center environment will be considered in lieu of the degree requirement.

• At least 3-5 years of work experience in a collection, legal or customer service/call center environment.

• Strong organization and conflict management skills; problem analysis and reasoning abilities.

• Strong written and verbal communication skills.

• Experience in team building and coaching.

• Experience/advanced knowledge in customer programs and desktop applications.

• Knowledge of all applicable Administrative code and Statutes as well as the rules and regulations for gas and electric industry is desirable.

• Above average ability to analyze WEC billing and payment records.

Preferred Qualifications

• Experience in process improvement and developing processes.

• Ability to problem solve when facing ambiguity.

End Date: 05/05/2024

We reserve the right to modify the application deadline or discontinue accepting applications for any position if deemed necessary.

Learn more at Careers (https://www.wecenergygroup.com/careers/index.htm)

WEC Energy Group and its subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected class.

EEO/AA policies and statements (https://www.wecenergygroup.com/careers/equal-employment-opportunity.htm)

Location:

Chicago, IL, US, 60601

Company: WEC Energy Group (WEC)

Req ID: 4063