JOB DESCRIPTION
Title: Activations and Process Control Analyst Apprentice
Salary Level: 1C
Department: Business Support Services
Division: CCAS
Organizational Relationships:
Reports to: Assistant Manager for Activations Control and Process Improvement
Responsible for: Assigned Functions
FLSA Status: Hourly
Location: Guam
Job Summary:
Under the direction of the Assistant Manager for Activations Control and Process Improvement, the Activations and Process Control Analyst Apprentice, assist in identifying control risks and risk assessment program and action plans to mitigate operational risks; assist in reviewing, analyzing, and verifying financial information and credit history to determine credit risk and recommend changes to policies and procedures governing credit risk. This position is also tasked with analyzing data to assist in understanding and addressing complex issues in the billing system and evaluate internal controls as well as operational and management policies/procedures and provide recommendation to minimize risk exposure & improve efficiencies & operationalize new processes.
Essential Duties and Responsibilities:
The Employee will:
Know and uphold established IT&E Mission, policies and procedures, Department and Division objectives, quality assurance and safety programs and standards.
Assist in formulating policies, procedures, evaluation standards and guidelines governing credit risk, limit, and viability of potential, existing and returning customers.
Assist in documenting processes using a consistent methodology throughout the organization by designing processes for implementing automated testing procedures for billing system embedded controls and define the appropriate quality and testing plan (technical and functional) to minimize risk exposure.
Assist in conducting research on assigned task on customer accounts, documentation requirements and works with relevant external / internal stakeholders and subject matter expert to ensure tasks are completed accurate and timely and to maintain an accurate knowledge base of Billing System to address customer inquiries efficiently and effectively.
Assist in maintaining processes and performing quality control analysis to resolve concerns and ensure consistency, report issues to appropriate departments when there are data inconsistencies and irregularities on the billing system.
Collaborate with cross functional teams to identify data discrepancies, issues, integration gaps and opportunities.
Participate in special projects as defined by management to support business processes alignments within departments.
Ensure continuous improvement in operating procedures to avoid risks.
Review business contracts, terms, and scope to identify risks.
Conduct audits to assess compliance to process controls and policies.
Conduct process walk throughs to identify potential risk and leakages and assist in developing new procedures, standards or policies to address those risks.
Analyze and review Profit and Loss / EBITDA to ensure information are correct and with proper approvals.
Uphold the Manual of Authorities for any deviation to the policy/requirements and process.
Undertake any ad hoc duties as necessary, such as data inputting, collating information, producing reports and operational advisories and bulletins.
Establish and maintain effective working relationships across the risk management team and across other internal departments.
Participate in User Acceptance Tests (UAT) to provide inputs to properly assess and evaluate impact of products and plans and related workflows implementation as it relates to credit controls and activations process; as well as providing support in the development/design of relevant training modules.
Facilitate communication and training for staff, as well as collaborating with the other departments in ensuring compliance standards are upheld.
Minimum Qualification Requirements:
Education: High school diploma or equivalent
Work Experience: Two years of credit / collections and accounting field experience in a customer service environment
Licensure/Certification/Professional Association:
None Required
Special Knowledge, Skills and Abilities:
Knowledge of:
Basic principles and practices of office administration, communications and customer service etiquette
Administrative and clerical procedures and systems such as computer operations, managing files and records, designing forms and other office procedures and terminology.
Basic bookkeeping and accounting principles and practices
Structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
Basic tenets of good telephone etiquette
Skills in:
Written and verbal communication to relate with people, as well as produce reports and correspondence.
Project management - to achieve the goals of the organization working through and with cross-functional teams/units, global/regional stakeholders.
Attention to detail – detail-oriented professionals who take accurate and informative notes for client records and follow proper company procedures.
Computer - work with multiple types of software program and automated billing system which requires good computer skills in hardware and Microsoft software programs to include MS Excel, Access, MS Outlook, Word & Powerpoint.
Handling customer queries and problems in a non-confrontational manner that leads to customer satisfaction and problem resolution.
Ability to:
Make logical and sound decisions in the resolution of difficult and complex situations.
Translate customer needs into technical solutions.
Create a team environment and maintain employee morale.
Analyze and interpret work situations, financial and legal documents, reports, and results.
Perform in a self-directed, hard-working, creative, and forward-thinking manner demonstrating alertness, and a logical thought process.
Work in an ever changing and fast paced environment which is subject to direction change and vision change.
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. Talking- Expressing or exchanging ideas by means of the spoken word. Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction.
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 minor defects, small parts, and/or operation of machines; using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
Working Conditions:
Other Duties:
Important Information about COVID-19 Vaccination
Our Company has a mandatory vaccination policy in place. If you receive an offer of employment from our Company, you will need to provide proof that you are or will be fully vaccinated by January 4th, 2022 (fully vaccinated status means you have received two doses of a two-dose series or one dose of a single dose series, and it has been two weeks since your last dose). Our Company provides reasonable accommodation for approved medical or religious exemptions. If you feel that you have a qualified medical or religious exemption to this policy, you must speak with HR to begin the interactive process. Noncompliance with our mandatory vaccination policy will result in disciplinary action, up to and including termination or revocation of the offer of employment.
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.
IT&E is a Drug Free Workplace