Title: Junior Analyst
Terms of Employment
• W2 Contract, 12 Months (Possible extension based on performance)
• Location: Hybrid Schedule at Philadelphia, PA (3-4 days onsite Tue,Wed & Thur)
• Initially 100% onsite at for the first 3-6 weeks
• Work Schedule: 40 hrs/wk (M-F 8am-5pm)
Overview
As a Business Analyst, you will support Exelon CC&B migration project and customer support. The team size is around 10-15 members.
Responsibilities:
• Assisting in gathering and documenting business requirements from stakeholders.
• Analyzing and documenting current business processes and workflows.
• Assisting in the development of functional and technical specifications.
• Participating in meetings and workshops to gather requirements and provide updates on project progress.
• Assisting in the identification and documentation of project risks and issues.
• Supporting the development and testing of new systems or enhancements.
• Assisting in the preparation of training materials and user documentation.
• Providing support to users during system implementation and post-implementation
Required Skills & Experience
• Bachelor's Degree (2-3 years experience if no degree)
• 2-3 years experience in Utility Customer Service.
• Experience with customer calls, answering and resolving inquiries.
• Microsoft office experience
• Experience in Reconciliations/resolutions and data billing
• Experience in Writing Reports and Regulatory Compliance and Customer Service (outbound) experience.
• Experience handling inquiries from the general public in responding to irate customers, and resolving difficult, challenging and/or sensitive issues with diplomacy, empathy, good judgment, patience, and professionalism
• Capacity to manage multiple accounts under pressure in a time sensitive fast paced environment. Individually must be organized and detail oriented.
• Demonstrated ability to effectively understand customer issues, offer solutions to problems, and communicate with the general public, supervision, and employees via the telephone
• Possesses the requisite mathematical and analytical skills required to compute and interpret customer data billing inquiries (e.g., addition, subtraction, multiplication, division, percentages, averages and rates)
• Possess effective communication, reconciliation, customer disputes and customer resolutions.
• Be detail-oriented and able to work effectively in a team environment