What you’ll be doing...

Continuous improvement is what we are all about and you will play a significant role in developing strategies that will make us better. For us to succeed in our highly competitive industry, it’s important that we turn our bills into revenue. As a subject matter expert, you’ll be improving our collection processes and systems in order to enhance the customer experience, reduce our debt, and protect our assets.

Candidate will be responsible for (but not limited to) the following job functions:

  • Developing and implementing initiatives focused on enhancing our collection processes, reducing bad debt and churn, while also improving the customer experience.
  • Providing strategic recommendations on complex processes or issues that contribute to improving operational metrics.
  • Partnering with internal stakeholders to develop requirements for new processes and initiatives in support of organizational self-service strategies.
  • Participating in user acceptance testing activities associated with new or modified systems.
  • Fielding issue escalations from internal customers or delivery partners and responding to customer inquiries.
  • Investigate problems due to abnormal processing and document issues for discussion with subject matter experts
  • Isolate areas to investigate using Currency metrics, dashboards and mechanized field reporting, included ad hoc reporting developed by the candidate
  • Publish issues for discussion with process subject matter experts and act as the discussion leader to examine these issues in greater detail
  • Work with subject matter experts to identify root cause of issues and remediate the problem.
  • Track issues through to resolution and retest issues to ensure that the resolution(s) fix the problem
  • Monitor manual work completed by the Call Center to ensure that it is “current”, and identify coaching opportunities for the Call Center operations team
  • Identify opportunities to mechanize processes and eliminate manual fieldwork
  • Undertake complex projects to clean-up embedded base resulting from issues identified and resolved by current code changes
  • Provide subject matter expertise on complex processes or issues to the assigned team and work stream
  • Ensures compliance with internal policies and controls, and with external regulations
  • Participate in user acceptance testing activities associated with new or modified systems

Candidate will exhibit the ability to investigate and resolve problems resulting from abnormal processing (fallout) within VzT & VzW Live Collections & Recovery processes. The abilities to communicate at detailed system/process levels and manage a cross-functional team structure are critical factors to success at this position.

Candidate for this position will have a working knowledge of the interdependences between the Collections processes, strategies and systems to ensure that these are all in synch and working as designed. The candidate will demonstrate the evaluation of factors discovered in the investigation process, compile the results and recommend possible solutions to the Strategy, Systems Support & Process Subject Matter Experts (SMEs).

A key responsibility of this position is to identify improvement opportunities discovered as a result of issue investigation in all areas of collections and contribute to the design and implementation recommendations for new processes or procedures. Candidate for the position is expected to develop a planned approach, communicate the requirements to Systems & Process SMEs and IT and manage reporting and traceability of accounts that are resolved. For those issues that have long term affect, the candidate may be responsible to plan and implement the cleanup effort necessary to remediate data.

Candidate performs testing as necessary to support changes to the Business Process identified through investigation of abnormal processing. This may be as simple as testing a specific problem identified and fixed by IT on an Incident Request (IR) or as complex as requirements generated from an investigation that are included in a new release of the systems code.

What we’re looking for...

You’re customer focused and enjoy looking at issues through a consumer’s lens. Highly organized, you manage projects on time and on budget. You’re a team player and understand the importance of providing regular status updates to all stakeholders. Since you’re highly analytical, you constantly come up with process improvements and are motivated by the impact you have on the business. You thrive in an environment where you are managing multiple projects in a fast-paced, changing environment.

You'll need to have:

  • Bachelor's degree or four or more years of work experience.
  • Four or more years of relevant work experience.

Even better if you have:

  • Bachelor's in Accounting, Finance, or in a related field.
  • Four or more years’ experience in a collections/credit or in a related environment.
  • Independent thinking and self-motivation are essential.
  • Strong written and oral communications skills.
  • Analytical skills and decision making capabilities.
  • Experience in VZT Collection processes and systems, including working knowledge and/or understanding of the collection flow, regulatory guidelines, and processes for strategic & legacy products.
  • Experience in using (but not limited to) the following systems: RMi Suites, SSP, IVAPP, COA, Strata, Quantus, VZT Legacy & Strategic Ordering, Provisioning & Billing Systems, CACS, CACS Recovery and ACSS.
  • Project Management experience.
  • Experience in the technology or telecommunications industry.
  • Excellent with Microsoft Office: Word, PowerPoint is essential. Should have the ability to run formulas and pivot table expertise in Excel and the ability to isolate and compile data in Access.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.