Primary Responsibilities:

Executes critical revenue cycle functions including accurate customer billing, efficient payment processing, and proactive accounts receivable management for Duke Energy's mass market and commercial utility customers. Ensures compliance with regulatory mandates and Sarbanes-Oxley (SOX) financial controls while maintaining the highest standards of accuracy and timeliness.

Work Environment:

Operates under general supervision with increasing independence as competency develops. Work schedules may include evenings, weekends, or rotating shifts to ensure continuous customer service coverage and meet operational demands.

Technical Requirements:

Maintains proficiency in Duke Energy's billing systems, customer information systems, and payment processing platforms. Demonstrates continuous learning to stay current with system updates and process improvements.

Customer Interface:

Provides professional resolution of customer billing inquiries, payment questions, and account disputes through various communication channels. Escalates complex issues appropriately while maintaining positive customer relationships.

Collaboration:

Interfaces effectively with key internal stakeholders, including Customer Contact Operations, Metering Services, Distribution, and Customer Service Support teams to ensure seamless service delivery.

Note:

Specific job tasks may vary based on individual assignment and operational needs. Responsibilities Billing, Payment Processing & Accounts Receivable Management Executes accurate and timely billing, payment processing, and accounts receivable management for mass market residential and commercial customer accounts. Maintains and develops proficiency in Customer Information System(s), payment processing platforms, and revenue services processes. Resolves billing, payment, and usage exceptions for routine, non-complex account scenarios while maintaining accuracy rates of 98% or higher. Manages delinquent accounts through collection efforts, security deposit acquisition, and financial risk mitigation actions including accelerated delinquency processing and disconnect procedures. Escalates complex billing issues to senior staff when account scenarios exceed established complexity thresholds. Account Maintenance & Regulatory Compliance Performs comprehensive account maintenance activities to ensure compliance with company policies and state/federal regulations. Administers state-mandated programs including life support, third-party notification, medical alert/essential programs, and Supplemental Security Income (SSI). Processes regulatory compliance items such as deposit guarantee contracts, fraud investigations, customer identification verification, and tax jurisdiction updates within established timeframes. Maintains FACTA compliance and record retention requirements using FileNet and other document management systems while supporting vendor and collection agency operations. Demonstrates proficiency in regulatory reporting systems and compliance tracking tools. Internal Stakeholder Support & Customer Communication This role serves as a key liaison between internal departments and external stakeholders to resolve complex customer account issues for small and mid-size commercial and industrial (C&I) accounts, as well as complex residential customers. It requires a deep understanding of company systems, regulatory requirements, and customer service protocols to ensure timely and accurate resolution of inquiries and complaints. A central responsibility is managing escalated customer concerns by interacting with internal teams such as Customer Operations, Large Business Customer Group, Distribution, Rate Department, Legal, Treasury, Community Affairs, Municipalities, Metering Services, and Grid Modernization. The role also involves coordination with local city and state entities to maintain positive relationships and ensure issues are addressed collaboratively. The position handles a wide range of customer requests, including billing adjustments, energy efficiency program enrollments mandated by legislation, billing and premise consolidations, and complex requests from collection and assistance agencies. These tasks require strong analytical skills and the ability to interpret and apply company policies and regulatory guidelines. Operationally, the role supports internal systems by managing follow-ups on inquires and other work files generated by customer systems or other departments. It also provides direct support to internal teams such as Contact Center Operations, Consumer Affairs, and Distribution by answering complex questions and serving as a subject matter expert. Knowledge sharing is a key component, as the role involves training and mentoring peers across Revenue Services and other departments. Staying current on procedural updates, company policies, and governing regulations is essential to ensure high-quality service delivery and compliance. The role also includes handling third-party requests for customer billing information, managing both inbound and outbound customer calls, and preparing documentation for executive, legal, and commission-level complaints—including court-ordered documents. This requires discretion, accuracy, and a strong understanding of legal and regulatory frameworks. Collaborates with internal stakeholders to respond to inquiries and resolve escalated complaints for mass market accounts within established service level agreements. Processes customer requests, correspondence, and system-generated work items (BPEMs) in a timely manner. Supports Contact Center Operations, Consumer Affairs, Distribution, and Metering Services with expertise and issue resolution. Handles inbound and outbound customer communications while maintaining current knowledge of procedures, policies, and regulations. Escalates complex customer issues to appropriate specialized teams when resolution requires advanced technical knowledge or management approval. Performs tasks to comply with internal financial, operational and SOX controls for mass market customer segment. Ensures compliance with internal financial, operational, and Sarbanes-Oxley controls for the mass market customer segment. Monitors SOX compliance reports including aging reports across jurisdictions, taking appropriate follow-up actions within prescribed timeframes. Performs monitoring of SOX compliance reports including excessive day aging reports (which vary across jurisdictions) for active and inactive accounts. Takes the appropriate follow-up action. Performs monitoring of Customer Contact Operations and Distribution performer transactions related to DNP suspensions and uncollected obligations (deposits, final bills, charge-offs, etc.) to ensure effective collections and management of delinquent and high risk utility accounts. Reviews and take action as necessary on internal control reports such as the refund check report, the undeliverable refund check report and the stop payment report. Reviews and monitor all other compliance reports to ensure adherence to Revenue Services business controls. Runs monthly reports and resolves issues to ensure all mass market accounts are billing Perform other duties as assigned Performs additional duties as assigned to support departmental objectives and operational needs. Identifies process improvement opportunities and provides constructive feedback to management regarding system enhancements, procedural efficiencies, and customer service improvements. Participates in training programs and maintains current certifications as required by the position.

Required/Basic Qualifications Note:

Dependent on relative experience, the level to which a candidate is aligned is outlined below. Revenue Services Specialist I Associates degree In lieu of Associates degree, high school/GED diploma AND 2 years minimum of related work experience Revenue Services Specialist II Associates degree in Paralegal, Technology, or Business Administration In addition to required degree, 1 year minimum of related work experience In lieu of Associates degree, high school/GED diploma AND 3 years minimum of related work experience

Additional Preferred Qualifications Technical Skills & System Proficiency Microsoft Office Suite Proficiency:

Working knowledge of Outlook, Excel, Word, and PowerPoint with ability to create reports, analyze data, and prepare professional correspondence

Customer Information Systems:

Working knowledge of applicable Customer Information Systems and related utility billing platforms with ability to navigate complex account structures

Data Analysis Capabilities:

Demonstrated ability to analyze and compare data sets to ensure accuracy, identify discrepancies, and validate billing information

Research & Investigation Skills:

Ability to effectively research and investigate complex account issues using multiple system sources and exercise sound judgment in decision-making

Escalation Management:

Ability to apply customer account and systems knowledge to resolve work items escalated by call center specialists and other departments

Regulatory & Industry Knowledge Utility Regulations:

Working knowledge of applicable utility commission rules, regulations, and compliance requirements across multiple jurisdictions

Confidentiality Management:

Understanding of the confidential nature of customer information and financial data with demonstrated ability to maintain appropriate security protocols

Safety Awareness:

Knowledge of company safety requirements and regulations with demonstrated ability to work safely in office and field environments

Communication & Interpersonal Skills Customer Service Excellence:

Proven ability to provide quality service to both internal and external customers with focus on first-call resolution and customer satisfaction

Written Communication:

Strong written communication skills including ability to document account actions, prepare correspondence, and create clear, professional reports

Verbal Communication:

Excellent oral communication skills for handling customer calls, participating in team meetings, and collaborating with stakeholders

Feedback Management:

Ability to give and receive positive and constructive feedback in a professional manner that promotes continuous improvement

Problem-Solving & Analytical Abilities Critical Thinking:

Demonstrated problem-solving skills with ability to analyze complex billing scenarios and determine appropriate resolution strategies

Decision-Making:

Ability to exercise good judgment when making decisions within established guidelines and escalate appropriately when situations exceed authority levels

Process Improvement:

Capability to identify inefficiencies and suggest process enhancements to improve accuracy and customer experience

Work Style & Personal Attributes Time Management:

Excellent time management and personal organizational skills with ability to prioritize multiple tasks and meet deadlines consistently

Adaptability:

Flexibility to accept and adjust to changing priorities, short timelines, and evolving procedures while maintaining quality standards

Independence:

Ability to operate with minimal supervision while knowing when to seek guidance or escalate issues Attention to

Detail:

Meticulous attention to detail when processing financial transactions and maintaining customer records

Continuous Learning:

Commitment to staying current with system updates, regulatory changes, and industry best practices Working Conditions Virtual Mobility Classification - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to a Duke Energy facility. Travel Requirements Not required Relocation Assistance Provided (as applicable) No Represented/Union Position No Visa Sponsored Position No. This is not a Visa Sponsored Position. This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Please note that in order to be considered for this position, you must possess all of the basic/required qualifications. 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