Operations System Damage Representative

Responsibilities

• Ensures all data and information that supports the creation of invoices (e.g. damage claim ROW inspection Engineering etc.) are accurate and complete. Reconciles and validates the supporting information to allow the invoice approvals and generation to occur.
• Prepares timely billing to customers including review billing information for consistency accuracy and appropriate approvals.
• Distributes invoices and appropriate supporting documentation. Prepare invoice break down statements when requested by internal or external customers.
• Prepares and updates claims interactions online; runs queries and reports updates and maintains all related information. Processes records for hit and exposed lines; reviews for accuracy and compliance.
• Processes claim related work orders and notifications maintaining data integrity.
• Works with Managers/Supervisors to resolve customer disputes creates supporting documentation for billing arrangements; applies discounts where required; actions collections and/or write offs.
• Responds to internal and external customer inquiries verbally or in written communications.
• Responsible for pursuing all claims up to the Civil Resolution Threshold.
• Provides assistance with pursuing recoveries from damages incurred on Fortis assets (mains services meters etc.) for claims and adjusts claims against FortisBC including foreign utility damage and general damages (structural environmental etc.) for minor claims.
• Collaborates with others to gather claim information; May communicate with claimants employees and others external agencies (i.e. insurance company).
• Provides assistance with the assessment and payment of claims involving FortisBC.
• Provides support to others in the investigation and gathering of information (e.g. for claims files invoices etc).
• Performs administrative duties such as scans documents in SAP prepares and/or mails letters or emails invoices reminder notices etc.
• Performs duties of a minor nature related to the above duties that do not affect the rating of the job.

Requirements

• Education: Completion of Certificate in a Legal Field from an accredited post-secondary institution.
• Experience: Minimum of two (2) years directly related relevant work experience typically gained through an Operation Support Representative 3 position or an insurance and claims work environment.
• Customer service and strong verbal/non-verbal communication skills including the ability to: respond to difficult or demanding internal/external customer situations with tact and diplomacy either over the phone written or in person; and take initiative to successfully resolve matters.
• Sound organizational skills including the ability to multi-task prioritize and work under pressure during peak workload periods and to meet tight deadlines.
• Sound written communication skills including the ability to prepare and compose a variety of external and internal correspondence and process enquiries.
• Courteous professional manner in dealing with internal and external contacts including positive interpersonal skills and the ability to work in and contribute to a positive team environment.
• Fast accurate keyboarding skills (60 words per minute) including the ability to format various types of correspondence reports forms charts and electronic spreadsheets.
• Working knowledge of computer systems operations environment and peripherals. Sound working knowledge of various applications software in use in the department (SAP & suite of MS Office products).
• Knowledge of field operations processes and procedures.
• Sound analytical and decision making skills.
• Ability to interpret data from a variety of sources.