Supervisor, Remittance Processing
Description
Southern Company is a leading producer of clean, safe, reliable and affordable energy, and we approach each day as a vital step in building the future of energy. At Southern Company we are always looking ahead, and our innovations in the industry-from new nuclear to deployment of electric transportation and renewables -help brighten the lives and businesses of millions of customers nationwide.
About This Team
The Payment Processing team manages and provides support for the task of processing customer payments for Southern Company Services (SCS) within Customer Service Operations. The team provides internal and external support to third party payment channels received via Electronic Data Interchange (EDI), for multi-account summary bill customers and for Georgia Power customers who choose to mail their payments. The team works closely with SCS subsidiary operating company customer service, collections and revenue analysis teams, Customer Service System (CSS) support personnel, and key account managers. The team also provides support to Payment Channel Industry (PCI) governance for SCS and provides guidance and expertise to this growing payment channel.
How You Will Contribute
Customer Support
Lead a team of customer support professionals tasked with receiving, reconciling, and booking electronic, mail remittance and summary billing payments.
Develop strategies, build relationships, and serve as the technical expert with EDI/Automated Clearing House (ACH) customers and third-party vendors to establish and maintain an automated, seamless electronic invoicing and payment exchange that meets the constantly changing needs of customers in an ever-expanding and advancing business application.
Establish and maintain relationships with commercial and industrial customers who participate in Summary Billing and recommend/develop strategies that meet the needs of these customers.
Customer Support Leadership
Build relationships with operating company and Technology Organization support teams to add value and create partnerships to facilitate payment processing enhancements.
Work closely with, and participate on, SCS system wide committees to support, assess, and process various customer payment channels to drive customer satisfaction.
Actively participate in the PCI Governance team to ensure SCS subsidiary payment channels accepting credit/debit cards remain compliant with the Payment Card Industry Data Security Standards.
Infuse a customer obsessed and curiosity-filled culture into the business.
Talent Development
Cultivate and provide opportunities for rising talent within the Customer Operations Support organization, and across SCS and its subsidiaries.
Develop employees through continual cross training, increasing skill and knowledge, and fostering effective behaviors.
Customer Experience
Meet and engage internal customers to establish relationships and foster open communication, and to receive feedback for improvements on service and the overall customer support experience.
Understand the needs and pain points of customers, internal and external, and propose and support solutions and processes that eliminate, or mitigate, the pain points.
Be an ardent student of the business and be aware of customer payment and industry trends.
Partner with HR Supplemental Worker team and external third-party staffing agencies to ensure hiring, development, and retention of highly qualified leased employees to appropriately staff to meet the volume cadence of mail remittance payments.
Oversee and monitor the establishment of EDI and Summary Billing customers, and the daily maintenance of account activity, including processing and sending electronic invoices via EDI.
Minimize financial risks by initiating prompt collection action on arrears of Summary Billing accounts and working closely with customers.
Proactively implement and maintain sound practices that comply with the requirements of Sarbanes-Oxley and auditing standards. Perform biannual review of controls to confirm that all requirements are met. Each payment channel requires daily review of balancing completed by team members, and review of month-end reconciliation.
Create an environment of relentless continuous learning and process improvement.
Qualified Applicants Will Have
What we are looking for in you :
Must have a minimum of 5 years of experience in payment processing and/or customer service combined
Knowledge and understanding of billing processes
Naturally empathetic. The ability to step into someone else's shoes and walk a few miles can make all the difference between someone who is successful in this position and someone who struggles. By truly being able to understand the customer's pain, you can also produce the best solutions.
Customer advocacy. Customer Support leaders must be strong, natural advocates for our internal and external customers. One of your tasks is to fight to improve customer experience, which can sometimes be more difficult than it sounds.
Process driven. We must serve our customers beyond their expectation, and we must have sustainable, repeatable, efficient, and continuously improving processes. The details matter.
Curious. There is always an improvement to be made. Be curious, learn, engage, and drive impact.
Expertise. Expert knowledge of our business processes and deep, relevant domain knowledge of payment processing concepts. You need to fully understand anything that could impact the customer experience at any point and how we can resolve it.
Business acumen. Elevated level of business acumen, organization skills and interpersonal abilities.
Pace. Ability to work on a wide range of competing tasks and work effectively in a dynamic, fast-paced environment.
Leadership. Ability to lead and drive (directly and indirectly) to achieve results. Influence is greater than authority.
What you should have:
Bachelor's degree or equivalent work experience or (certifications) is preferred
Solid understanding of customer service principles and billing processes
Possess an insatiable desire to observe and learn leading to a firm grasp of payment industry processes and business strategies
Excellent problem-solving and critical-thinking skills, including the ability to manage in the -gray-
Superior interpersonal skills with an ability to develop and maintain relationships at multiple levels, both internal and external
Ability to lead and manage change and remain calm and focused during stressful situations
Ability to use sound discretion regarding confidential and sensitive information
Possess exceptional verbal and written communication skills
Excellent human relation skills necessary to relate to, lead, coach, train, inspire and motivate employees
Sound project management, strategic thinking, and problem resolution skills
Understanding of performance management and leadership concepts to monitor and evaluate individual performance
Personal responsibility for learning and supporting business objectives
Possess a high degree of self-awareness with a focus on closing gaps
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law. #LI
Job Field: Customer Service
Job Type: Standard
Primary Location: Georgia-Metro Atlanta-Atlanta
Operating Company: Southern Company Services
Job Type: Standard
Travel (Up to...): Yes, 25 % of the Time
Work Location(s):
Georgia Power Headquarters - 241 Ralph McGill Blvd. NE (241ATLANTA)
241 Ralph McGill Blvd. NE
Atlanta, 30308
Req ID: SCS2010683
