The posting
Job Summary
The Billing Operations & Controls Specialist assists in administering, auditing, analyzing the billing process in the Coastguard billing system by performing daily checking and trending of completeness of call detail records (CDRs); by conducting switch compares to prevent revenue leakages; by performing necessary daily and pre-billing quality assurance tasks, through billing reports analysis, managing and correcting CDR rejects, and other billing assurance and fraud detection tasks to ensure the department is producing a truthful billing each month.
Duties and Responsibilities The Employee will:
1. Know and uphold established IT&E Mission, policies and procedures, Department and Division objectives, quality assurance and safety programs and standards.
2. Monitor daily the CDR volume from the different switches to monitor any shortage, fraud or missed/erroneous conversion of switch records. Alert Supervisor when something looks erroneous. Dump CDR audit report daily to check for missing sequences per switch and do completeness check prior to billing cycle run by making sure all types of CDRs are loaded and reviewed prior to billing.
3. Monitor, manage and correct rejected/unbillable/unguidable CDRs for them to be processed and billed on-time for the bill cycle run. Analyze the errors and make necessary corrections or purging of erroneous CDRs each month.
4. Perform billing audit and analysis by running existing reports throughout the month, but especially after the initial pre-billing activity and draft billing cycle to capture any duplicate in charges, missing charges, input errors and the like. When canned or ad-hoc reports are not available right away, devise a way to generate reports that are needed for billing analysis and comparison. Perform root cause analysis on errors and discrepancies to pinpoint if it is a system or process error and recommend solutions if applicable.
5. Perform Switch compare on DSL and Wireline (Calix and Metaswitch) against the billing system in a bi-weekly or monthly basis and resolve discrepancies through corrections in the billing system or in the network elements by coordinating with other departments. Be able to understand how the network elements are provisioned and monitor workflows that have errors, cancelled, held, pending, or in progress to have a complete and accurate switch compare. Keep records of the statistics for reporting to management and audit.
6. Configure and set-up rates for new roaming partners to bill outbound roaming usages. After the DPSR is approved for new live roaming partners or for updated rates, changes would need to be entered into the billing system. Perform necessary auditing of the rates on a regular basis.
7. Run numerous reports for Customer Service to use in correcting discrepancies, input errors and other issues. Generate and provide weekly / monthly corrections details and log for Customer Service/Operations Department and facilitate the completeness of the corrections before each bill cycle run. Be able to understand product development, configuration and eligibility in order audit new and existing product promotions, discounting, and charging.
8. Perform manual or bulk updates (addition, deletion, change) of products, features, or SKUs that are necessary for the accuracy of the billing cycle run.
9. Assist in completeness checks prior to approval of billing cycle such as through invoice comparisons using a threshold provided, invoice format updates, billing status and workflow monitoring.
10. Develop and maintain billing reports related to billing system and provide reports as required by auditors and other departments for general reconciliation, analytics, or audit on a weekly / monthly basis. Provide billing reports to internal and external auditors as required.
11. Produce toll records, account or service details for subpoenas served to IT&E from different authorities requesting call information.
12. Assist in checking for high usages on roaming, top-ups, load, data, and long distance on countries with high fraudulent rate.
13. Respond to online trouble ticket requests and provide corrective action recommendations.
14. Assist Customer Service, CCAS, Sales and other departments with customer questions and disputes by troubleshooting and investigating CDRs and billing charges:
15. Prepare Purchase Requisitions through NAV for hardware and software including maintenance, materials and equipment needed by the Division.
16. Send out email notifications for IT&E, IP&E. and Citadel Marketing regarding promotions and updates.
17. Make recommendations for process improvement and quality control to all departments.
Qualifications
Education and Experience
Education: High School graduate with college or technical school computer coursework
Work Experience: Two years of experience as a computer operator or related telecommunications work
Licensure/Certification/Professional Association:
None Required
Knowledge, Skills, and Abilities (KSAs)
The KSAs described here are representative of those that should be met by an employee to successfully perform the essential functions of this job.
Knowledge of
· Basic principles and practices of office administration and communications o Telecommunications standards and practices
· Computer systems, computer hardware and software applications o CostGuard Client and Care including Workflows, Orders and Tickets modules.
· Basic knowledge on Calix Management System (CMS) o Principles and concepts of teamwork, work-related goal setting and resource management
Skills in
· Analyzing, logical thinking and interpreting work situations, reports and results o Using Computer hardware and software operation
· Dealing with Customers and problem resolving
Abilities in
· Communicating clearly, concisel% and accurately with all levels of staff and customers, both verbally and in writing.*
· Learning the job-specific aspects of various computer hardware and software.
· Using personal computer hardware and Microsoft software programs to include MS
· Excel, Access, MS Outlookl and Word o Translating customer needs into technical solutions.
· Performing in a self-directed, hard-working, creative, and forward-thinking manner.
Working Conditions
In this role, the worker is subject to the following conditions:
Work is performed within mostly a climate-controlled office environment with occasional travel to sites in neighboring islands with some exposure to local ambient climate conditions when visiting facilities exposed to outdoor conditions.
Physical Demands
The job requires sitting for extended periods of time working in front of a computer or laptop inputting data, preparing, and analyzing data and figures, writing letters or reports. The job requires people skills. Talking, hearing, and listening to people by phone, video conference or in person. Light physical effort is necessary such as lifting files or documents. Occasional pushing and pulling of cabinet drawers, climbing stairs, kneeling to pull or file documents from bottom cabinet drawers.
Regular Expected Hours of Work
Nonnal office hours are Monday to Friday, 8:00 am to 5:00 pm. However, due to the nature of the job of the Billing Operations & Control Specialist he or she may be required to arHve earlier, stay later, or work on weekends.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. The physical activity of this position includes repetitive motions – making substantial movements of the wrist, hands, and/or fingers.
The physical requirements of this position involve sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
For visual acuity requirements including color, depth perception, and field of vision, the worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal; visual inspection involving small defects, small parts, and/or operation of machines.
Working Conditions
The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes. This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
About CITADEL Pacific
CITADEL Pacific Ltd. (CPL) is a diversified private holding company with operations in the Philippines, Hong Kong, Macau, the Republic of Palau, the Commonwealth of the Northern Mariana Islands, and the US Territory of Guam.
Its holdings range from controlling stakes in companies engaged in telecommunications, retail, petroleum and gas distribution, commercial, and industrial property, in-flight catering, and manpower services. Recent acquisitions entering Solar and Data Center businesses position CITADEL to future facing and fast-growing industries in renewables energy and digital infrastructure.
We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.
As an Equal Opportunity/Affirmative Action Employer, we afford equal opportunity to all applicants and employees for hire and promotion without regard to race, color, national origin, gender, age, marital status, religion, veteran status, gender identity, sexual orientation, pregnancy or disability or genetic information. CPL Pacific is a Drug Free Workplace.
