Karena Brownlee

Revenue Billing Account Specialist

Duke Power/Duke Energy Company

2000.06 - Current

Performs accurate and timely billing, payment processing and accounts receivable management for mass market residential and commercial customer accounts
Develops basic knowledge of SAP system(s) and revenue services processes
Resolves billing, accounts receivable, or payment exceptions for routine, non-complex account scenarios
Resolves usage, billing issues and other situations that will prevent an accurate bill from being rendered to a mass market customer
Resolves pre-bill and post-bill exception/problems that prevent accounts from billing for residential and commerical rate schedules
Resolves and completes future dated orders
Processes accelerated delinquency notification and non-pay disconnects action for customers with returned checks/drafts
Takes action on 30/60/90 arrears reports for this customers segment, including contact with external customers and internal stakeholders
Performs account maintenance activities for mass market residential and commercial accounts to ensure compliance with company policy, state and federal regulations
At the customer account level, monitors and administers programs mandated by state regulators
Performs account updates for regulatory programs such as the life support program, the third party notification program, the medical alert/medical essential/medical certificate programs, the Supplemental Security Income (SSI) program, etc
Processes the residential deposit guarantee deposit contracts
Processes customer-requested fraud packets and investigates disputed final bill transfers
Processes notarized customer ID forms provided by customers
Performs account updates for tax jurisdiction changes (CBIS in 2019)
Reviews and corrects budget bill accounts with extraordinarily high/low deferred balances
Processes customer requests to change rates due to changing heating systems
Provides required utility information to HUD or apartment complexes
Process requests for auto landlord revert to owner programs
Manages Fair and Accurate Credit Transactions Act (FACTA) compliance by reviewing specific transactions relating to a customer’s personal identifiable information to ensure that the account holder is a verified legal entity, and that their personal information is held confidential
Reports issues to supervision
Performs invoice review for third party service providers
Verifies payment transitions on collection agency invoices
Provides vendor and collection agency support, including investigation of disputed charges
Performs tasks to comply with internal financial, operational and SOX controls for mass market customer segment
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
Interacts with internal stakeholders to respond to inquiries and handle escalated complaints for mass market residential and commercial accounts
Receives and processes incoming customer requests, correspondence
Handled follow-up on CDOCS, WFMS, and Workfiles generated by the customer systems and by other departments for mass market customers (CBIS)
Analyzes, completes, and processes internal and external customer requests in a timely manner, including but not limited to billing adjustments, annexation notifications, landlord agreement contracts, collection agency requests, assistance agency requests, and duplicate bill requests
Prepares and send files to service provider to generate large print and Braille bills
Supports internal stakeholders, including Contact Center Operations, Consumer Affairs and Distribution, Metering Services and provides answers to questions and inquiries
Remains up to date on changes in procedures as they relate to Revenue Services as well as company policies, practices, and governing regulations to ensure customer needs are met with the highest quality.
Followed all company policies and procedures to deliver quality work.
Listened and responded to customer requests and forwarded necessary information to superiors.
Collaborated with internal departments to align marketing campaigns.
Enhanced team productivity by streamlining processes and implementing time-saving strategies.
Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.

Summary

Overview

Work History

Revenue Billing Account Specialist

Education

Communications - Communications

Associate in Communications - Communications Relations

Skills

Accomplishments

Additional Information

Affiliations

Timeline

Revenue Billing Account Specialist

Communications - Communications

Associate in Communications - Communications Relations

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