Billing Controls Apprentice: Audit, QA & Revenue

CITADEL; Tamuning (GU); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Discretionary bonuses

Competitive total rewards

Job summary

The Billing Operations & Controls Apprentice role at CITADEL Pacific Ltd. supports administration, auditing, and QA of the billing process within the CostGuard system.

Daily processing of call records and audits ensure accuracy across cycles, contributing to revenue assurance and issue resolution. Responsibilities include audits, report generation, troubleshooting, and updates to products and SKUs to maintain billing accuracy, with a focus on high-usage activities and subpoena‑related data

Qualifications

• Must have a high school diploma or equivalent.
• Must be a US citizen or resident alien.
• Must be at least 18 years of age or older.
• Must have been a resident of Guam for a period not less than three (3) consecutive years before entry into the program.
• Mayor’s Verification must be submitted upon hire.
• Must be able to attend a minimum of two (2) classes per semester as identified by program coordinator, while working forty (40) hours per week with IT&E.

Responsibilities

• Know and uphold established IT&E Mission, policies and procedures, Department and Division objectives, quality assurance and safety programs and standards.
• Perform ongoing billing audits and analysis, especially after pre-billing and draft billing cycles, to identify duplicate charges, missing charges, input errors, and other discrepancies.
• Generate switch compare reports to support revenue-loss analysis and strengthen billing controls.
• Monitor and audit customer account packages and plans to ensure accurate application of charges and features.
• Assist in reviewing high-usage activity (roaming, top-ups, load, data, long distance), especially for countries with high fraud risk.
• Respond to and/or refer customer billing issues to Customer Service; develop error queries and generate reports to help resolve issues.
• Prepare and provide weekly and monthly corrections logs for Customer Service and Operations, ensuring completion prior to each billing cycle run.
• Review and respond to online trouble ticket requests, documenting findings and recommending corrective actions.
• Perform manual or bulk updates—including additions, deletions, and modifications of products, features, and SKUs—to ensure billing accuracy.
• Investigate and troubleshoot CDRs and billing charges to support Customer Service in addressing customer inquiries and disputes.
• Develop, maintain, and distribute billing-related reports to support reconciliation, analytics, and auditing on a weekly and monthly basis.
• Provide subscriber information and call detail reports (CDRs) in response to subpoena requests in accordance with established procedures.
• Recommend process improvements and quality-control enhancements for all departments.
• Perform other related duties as assigned.

Education

High School Diploma or equivalent

Job description

The Billing Operations & Controls Apprentice role at CITADEL Pacific Ltd. supports administration, auditing, and QA of the billing process within the CostGuard system.

Daily processing of call records and audits ensure accuracy across cycles, contributing to revenue assurance and issue resolution. Responsibilities include audits, report generation, troubleshooting, and updates to products and SKUs to maintain billing accuracy, with a focus on high-usage activities and subpoena‑related data