Utility Credit Analyst ( US business hours)

Job Summary

The Utility Credit Analyst will primarily be responsible for managing utility credit balance transfer and refund requests . The role involves working with utility suppliers, internal stakeholders, and client teams to research, initiate, track, and resolve credit balance requests in a timely manner.

The position requires strong attention to detail, ownership of issues from initiation through resolution, and the ability to manage multiple time-sensitive requests in a high-volume environment.

The analyst may work US business hours or a combination of US and India business hours , depending on business requirements.

In addition to credit balance management, the analyst may support special projects and other Managed Services activities , including unbilled active sites, reporting, and analysis.

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Key Responsibilities

1. Credit Balance Management

- Research utility invoices and identify credit balances requiring action.
- Coordinate with utility suppliers to request credit balance refunds or transfers .
- Follow up with suppliers and internal stakeholders to ensure timely resolution of outstanding requests.
- Take ownership of credit balance requests from initiation through final resolution.
- Ensure requests are managed within the target resolution timeframe of 60 days .

2. Reporting and Documentation

- Maintain accurate and up-to-date records of all credit balance requests.
- Track request status and daily updates using Excel spreadsheets and the company’s dispute management system .
- Document all actions, communications, follow-ups, and resolutions clearly and accurately.
- Ensure documentation complies with established internal processes and standards.
- Monitor aging requests and proactively follow up on items requiring additional action.

3. Communication and Coordination

- Communicate effectively with utility suppliers, internal teams, clients, and other stakeholders to facilitate timely resolution.
- Manage both email-based and real-time communication as required.
- Respond to emails and requests within 48 hours .
- Conduct weekly or bi-weekly follow-ups on outstanding items, depending on account requirements.
- Build effective working relationships with internal and external stakeholders.

4. Additional Responsibilities

- Support special projects, reporting, and analysis as assigned.
- Provide support across Managed Services clients based on business requirements.
- Assist with activities related to unbilled active sites and other operational initiatives.
- Serve as backup support for team members when required.
- Adapt to changing priorities and workload requirements.

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Required Skills & Competencies

- Strong attention to detail and accuracy.
- Good analytical and problem-solving skills.
- Strong ownership and accountability for assigned tasks.
- Ability to manage multiple requests and priorities in a high-volume environment.
- Strong written and verbal communication skills.
- Good follow-up and time-management skills.
- Proficiency in Microsoft Excel and the ability to work with reporting and tracking tools.
- Ability to work independently while collaborating effectively with internal and external stakeholders.
- Willingness to learn utility billing, invoice management, and related software systems.

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Work Environment and Performance Expectations

- Demonstrate ownership of assigned work and drive issues through to resolution.
- Take independent action and proactively identify required follow-ups.
- Maintain accuracy and attention to detail while working with high-volume data and requests.
- Adapt effectively to shifting priorities, client requirements, and workload fluctuations.
- Meet established turnaround times and maintain consistent follow-up on outstanding items.
- Demonstrate a collaborative, professional, and customer-focused approach.
- Be flexible to work US business hours or a split US/India schedule , based on business requirements.